Integrations

The Integrations section allows you to connect external tools and services to the system to expand platform functionality. With integrations, you can configure webhooks to receive real-time events, create custom applications for the dashboard, and integrate AI services like OpenAI for advanced artificial intelligence features. Available integrations are organized by categories: CRM, Communication, Productivity, AI & Automation, and Customizable. Each integration can be configured individually and has its own status (Active, Inactive, or Disconnected).

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Accessing Integrations

To access the integrations management area:

1. In the left sidebar menu, click Settings.
2. In the settings options list, select Integrations.

The main integrations screen will be displayed, showing all available integrations organized in cards.

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Integrations Main Page

The integrations main page presents an overview of all available integrations in the system.

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Page Elements

• Title: “Integrations”
• Subtitle: “Connect tools and services to expand system functionality”
• Search Bar: Allows searching integrations by name or description
• Category Filters: Tabs that filter integrations by type:
  • All: Shows all available integrations
  • CRM: Integrations related to CRM systems
  • Communication: Communication integrations
  • Productivity: Productivity integrations
  • AI & Automation: AI and automation integrations
  • Customizable: Customizable integrations
• Integration Cards: Each integration is displayed in a card with:
  • Identifier icon
  • Integration name
  • Brief description
  • Status (Active, Inactive, or Disconnected)
  • Integration type
  • Action button (Configure, Connect, etc.)

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Searching Integrations

The search bar allows you to quickly locate integrations:

1. At the top of the screen, locate the “Search integrations…” field with the search icon
2. Type the name of the desired integration (e.g., “Webhooks”, “OpenAI”, “Dashboard Apps”)
3. Integration cards will be automatically filtered as you type

The search is performed in real-time, making it easy to locate specific integrations.

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Webhooks

Webhooks allow you to configure URLs that will receive real-time events about activities in the system. With webhooks, you can integrate the system with other services and receive automatic notifications about conversations created, updated, status changes, and other actions.

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Accessing Webhooks

To access webhook configuration:

1. On the Integrations main page, locate the “Webhooks” card
2. Click the “Configure” button (gear icon) on the card
3. Or search for “Webhooks” in the search bar and click the corresponding card

You will be redirected to the webhooks management page.

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Webhooks Management Page

The webhooks page presents:

• Navigation: ”← Back to Integrations” link at the top left
• Title: “Webhooks”
• Subtitle: “Configure webhooks to receive real-time events”
• Search Bar: “Search webhooks…” to filter existing webhooks
• Create Button: ”+ New Webhook” in the top right corner
• Webhooks Table: Lists all configured webhooks

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Empty State

When there are no webhooks configured, the page displays:

• Centered globe icon
• Message: “No webhooks configured”
• Description: “Create your first webhook to receive real-time events from the platform.”
• “New Webhook” button in the center of the screen

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Creating a New Webhook

To create a new webhook:

1. On the webhooks page, click the green ”+ New Webhook” button in the top right corner
2. Or, if in empty state, click the “New Webhook” button in the center of the screen
3. A modal will be displayed with the title “New Webhook”

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Filling Out the Creation Form

The creation modal is divided into two main sections:

Section 1: Basic Configuration

1. Webhook URL (Required)*

• Field: Text field for the webhook URL
• Description: “URL that will receive the POST requests with the event data”
• Example: https://api.mycompany.com/webhooks/support
• Format: Must be a valid URL with HTTPS protocol

2. Description

• Field: Text area for webhook description
• Description: Explain the purpose of this webhook
• Example: “Receives events from new conversations and support updates for CRM integration.”
• Optional: This field is not required, but recommended for documentation

3. Enable webhook

• Field: Toggle switch to activate/deactivate the webhook
• Description: “Disable temporarily without deleting”
• Behavior:
  • When activated (green): The webhook is active and will receive events
  • When deactivated (gray): The webhook is inactive and will not receive events

Section 2: Events

This section allows you to select which events should trigger the webhook:

• Conversation Created
  • Description: “When a new conversation is started”
  • Check the checkbox to activate this event
• Conversation Updated
  • Description: “When a conversation is updated (status, assignee, etc.)”
  • Check the checkbox to activate this event
• Conversation Status Changed
  • Description: “When a conversation status changes (open, resolved, pending, etc.)”
  • Check the checkbox to activate this event
• Conversation Typing On
  • Description: Event triggered when someone is typing in a conversation
  • Check the checkbox to activate this event

Bulk Selection:

• Use the “Select all” link next to the “Events” title to select all events at once

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Finalizing Creation

At the bottom of the modal, there are two buttons:

• Cancel: Dark gray button to cancel creation
• Create Webhook: Green button to create the webhook

After filling in the fields:

1. Review the entered information, especially the URL and selected events
2. Verify that the “Enable webhook” toggle is in the desired position
3. Click the green “Create Webhook” button to create the webhook
4. Or click “Cancel” to close the modal without saving

The webhook will be created and will appear in the webhooks table.

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Viewing Webhooks in the Table

After creating webhooks, they will be displayed in a table with the following columns:

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Table Columns

• Checkbox: Individual or bulk selection of webhooks
• Webhook: Webhook URL
  • Displays the full URL with globe icon (e.g., https://api.mycompany.com/webhooks/support)
  • The column is sortable (indicated by up/down arrows)
• Events: Events configured for the webhook
  • Displayed in colored tags (e.g., “conversation created” in green)
  • Each event appears as a separate tag
• Status: Current webhook status
  • Active: Green tag indicating the webhook is active
  • Inactive: Gray tag with “x” icon indicating the webhook is inactive
  • The column is sortable
• Created at: Webhook creation date
  • Displays date and time in DD/MM/YYYY, HH:MM format (e.g., “23/01/2026, 13:18”)
  • The column is sortable
• Actions: Action menu to manage the webhook
  • Three horizontal dots icon (...) that opens a dropdown menu with options

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Table Features

• Sorting: Webhook, Status, and Created at columns can be sorted by clicking the header
• Integrated Search: The search bar above the table filters results in real-time
• Multiple Selection: Use checkboxes to select multiple webhooks and perform bulk actions

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Editing a Webhook

To modify an existing webhook:

1. In the webhooks table, locate the webhook you want to edit
2. In the Actions column, click the three dots icon (...) corresponding to the webhook
3. A dropdown menu will be displayed with available options

4. In the dropdown menu, click Edit webhook (pencil icon)
5. A modal similar to the creation one will open, but with the title “Edit Webhook” and fields already filled with current values
6. Modify the desired fields:
   • Webhook URL
   • Description
   • Enable webhook (toggle)
   • Events (check/uncheck desired events)
7. Review the changes
8. Click the green “Update Webhook” button to save the changes
9. Or click “Cancel” to discard the changes

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Deleting a Webhook

To remove a webhook:

1. In the webhooks table, locate the webhook you want to delete
2. In the Actions column, click the three dots icon (...) corresponding to the webhook
3. A dropdown menu will be displayed with available options
4. In the dropdown menu, click Delete webhook (trash icon)
5. A confirmation dialog will be displayed
6. Confirm the deletion in the dialog that appears

Attention:

• Deleting a webhook is permanent and cannot be undone
• Verify that there are no systems depending on this webhook before deleting it
• Consider deactivating the webhook instead of deleting it if there are doubts about its future use

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Dashboard Applications

Dashboard Applications allow you to create and integrate custom applications that appear directly on the dashboard. With this functionality, you can incorporate external tools, BI dashboards, CRM systems, or any web application you want to access quickly from the main dashboard.

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Accessing Dashboard Applications

To access dashboard applications configuration:

1. On the Integrations main page, locate the “Dashboard Apps” card
2. Click the “Configure” button (gear icon) on the card
3. Or search for “Dashboard Apps” in the search bar and click the corresponding card

You will be redirected to the dashboard applications management page.

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Dashboard Applications Management Page

The dashboard applications page presents:

• Navigation: ”← Back to Integrations” link at the top left
• Title: “Dashboard Applications”
• Subtitle: “Configure custom applications to integrate with the dashboard.”
• Search Bar: “Search applications…” to filter existing applications
• Create Button: ”+ New Application” in the top right corner
• Applications Table: Lists all configured applications

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Empty State

When there are no applications configured, the page displays:

• Centered monitor icon
• Message: “No dashboard applications configured”
• Description: “Configure custom applications to integrate with the dashboard.”
• “New Application” button in the center of the screen

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Creating a New Dashboard Application

To create a new dashboard application:

1. On the dashboard applications page, click the green ”+ New Application” button in the top right corner
2. Or, if in empty state, click the “New Application” button in the center of the screen
3. A modal will be displayed with the title “New Dashboard Application”

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Filling Out the Creation Form

The creation modal contains the following fields: 1. Title (Required)*

• Field: Text field for the application name
• Description: Name that will be displayed on the dashboard
• Example: “Sales Dashboard”
• Recommendation: Use a descriptive and clear name

2. Application URL (Required)*

• Field: Text field for the application URL
• Description: “URL that will be loaded in the dashboard”
• Example: https://bi.mycompany.com/dashboards/sales
• Format: Must be a valid URL
• Important: The URL must be configured to allow loading in iframe if the type is ‘frame’

3. Display Type (Required)*

• Field: Dropdown to select the display type
• Available Options:
  • Conversation: Appears in the conversation area
  • Frame: Loads the application in an iframe
• Description: “Appears in the conversation area” - when “Conversation” is selected
• Example: Select “Conversation” for applications that appear in the conversation area

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Important Notice

The modal displays a highlighted notice: Important: “Make sure the URL is configured to allow loading in iframe if it’s of type ‘frame’. Check that there are no X-Frame-Options restrictions.”

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Finalizing Creation

At the bottom of the modal, there are two buttons:

• Cancel: Dark gray button to cancel creation
• Create Application: Green button to create the application

After filling in the fields:

1. Review the entered information, especially the URL and display type
2. Verify that the URL is accessible and correctly configured for iframe (if applicable)
3. Click the green “Create Application” button to create the application
4. Or click “Cancel” to close the modal without saving

The application will be created and will appear in the applications table.

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Viewing Dashboard Applications in the Table

After creating applications, they will be displayed in a table with the following columns:

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Table Columns

• Checkbox: Individual or bulk selection of applications
• Application: Application name and URL
  • Displays a monitor icon, the application name, and the URL below
  • Example: “Sales Dashboard” with URL https://bi.mycompany.com/dashboards/sales
  • The column is sortable
• Type: Application display type
  • Displayed in a tag (e.g., “Conversation”)
  • The column is sortable
• Menu/Position: Menu position
  • Displays ”-” when there is no specific position configured
  • Indicates where the application appears in the dashboard menu
• Created at: Application creation date
  • Displays date and time in DD/MM/YYYY, HH:MM format (e.g., “23/01/2026, 13:23”)
  • The column is sortable
• Actions: Action menu to manage the application
  • Three horizontal dots icon (...) that opens a dropdown menu with options

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Table Features

• Sorting: Application, Type, and Created at columns can be sorted by clicking the header
• Integrated Search: The search bar above the table filters results in real-time
• Multiple Selection: Use checkboxes to select multiple applications and perform bulk actions

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Available Actions for Dashboard Applications

The actions menu (three dots icon) offers the following options:

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Open Application

• Icon: Arrow pointing out of a square
• Description: Opens the application in a new tab or window
• Usage: Allows quick access to the configured application

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Edit Application

• Icon: Pencil
• Description: Allows modifying application data
• Usage: Click to edit title, URL, or display type

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Delete Application

• Icon: Trash
• Description: Removes the application from the dashboard
• Usage: Click to permanently delete the application

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Editing a Dashboard Application

To modify an existing application:

1. In the applications table, locate the application you want to edit
2. In the Actions column, click the three dots icon (...) corresponding to the application
3. A dropdown menu will be displayed with available options
4. In the dropdown menu, click Edit application (pencil icon)
5. A modal will open with the title “Edit Dashboard Application” and fields already filled
6. Modify the desired fields:
   • Title
   • Application URL
   • Display Type
7. Review the changes
8. Click the green “Update Application” button to save the changes
9. Or click “Cancel” to discard the changes

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Deleting a Dashboard Application

To remove an application:

1. In the applications table, locate the application you want to delete
2. In the Actions column, click the three dots icon (...) corresponding to the application
3. A dropdown menu will be displayed with available options
4. In the dropdown menu, click Delete application (trash icon)
5. A confirmation dialog will be displayed
6. Confirm the deletion in the dialog that appears

Attention:

• Deleting an application is permanent and cannot be undone
• The application will be removed from the dashboard immediately after confirmation
• Consider editing the application instead of deleting it if there are doubts about its future use

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OpenAI Integration

The OpenAI integration allows you to leverage the power of large-scale language models to bring advanced AI features to the dashboard. With this integration, you can enable intelligent response suggestions, automatic conversation summaries, message writing and tone improvements, grammar and spelling correction, and automated label suggestions.

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Accessing OpenAI Integration

To access the OpenAI integration configuration:

1. On the Integrations main page, locate the “OpenAI” card
2. Click the “Connect” button (power icon) on the card
3. Or search for “OpenAI” in the search bar and click the corresponding card
4. Or filter by “AI & Automation” category and click the OpenAI card

You will be redirected to the OpenAI integration configuration page.

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OpenAI Configuration Page

The configuration page presents:

• Navigation: ”← Back to Integrations” link at the top left
• Title: “OpenAI Integration”
• Subtitle: “Configure integration with OpenAI for intelligent suggestions”
• Integration Card: Centered card with information about the integration and connection button

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Connecting the OpenAI Integration

To connect the OpenAI integration:

1. On the configuration page, locate the OpenAI integration card
2. Click the green “Connect” button on the card
3. A modal will be displayed with the title “Configure OpenAI Integration”

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Configuring the OpenAI Integration

The configuration modal is divided into several sections:

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Section 1: API Configuration

1. OpenAI API Key (Required)*

• Field: Text field to enter the API key
• Description: “Enter your OpenAI API key to configure the integration.”
• Format: The key is masked when typed (displayed as dots)
• Where to Get: You need to create an account at OpenAI and generate an API key in the OpenAI dashboard
• Security: The key will be stored securely and encrypted

2. Enable Audio Transcription

• Field: Toggle switch to activate/deactivate audio transcription
• Description: “Automatically transcribe incoming audio messages using OpenAI Whisper API.”
• Behavior:
  • When activated: Audio messages will be automatically transcribed to text
  • When deactivated: Audio transcription will not be performed
• Recommendation: Activate this option if you receive many audio messages and want to facilitate reading and search

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Section 2: Available Features

This section lists the features that will be available after configuration:

• Smart response suggestions
• Automatic conversation summaries
• Message writing and tone improvement
• Grammar and spelling correction
• Automated label suggestions

These features will be automatically enabled after successful configuration.

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Section 3: Security Warning

A security warning is displayed prominently: Security: “Your API key will be stored securely and encrypted. Never share your OpenAI API key with third parties.”

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Finalizing Configuration

At the bottom of the modal, there are three buttons:

• Need Help?: Button with question mark icon to access help
• Cancel: Dark gray button to cancel configuration
• Configure Integration: Green button to save the configuration

After filling in the fields:

1. Review the entered information, especially the API key
2. Verify that the “Enable Audio Transcription” toggle is in the desired position
3. Read the security warning
4. Click the green “Configure Integration” button to save the configuration
5. Or click “Cancel” to close the modal without saving
6. Or click “Need Help?” if you need assistance

After successful configuration, the OpenAI integration will be connected and features will be available.

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OpenAI Integration Status

After configuring, the integration status can be:

• Connected: The integration is active and working
• Disconnected: The integration is not configured or has been disconnected
• Error: There was a problem with the configuration (e.g., invalid key)

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Disconnecting the OpenAI Integration

To disconnect the OpenAI integration:

1. Return to the Integrations main page
2. Locate the “OpenAI” card
3. The card will show options to disconnect or reconfigure
4. Follow the on-screen instructions to disconnect

Attention:

• When disconnecting, all AI features will be disabled
• You will need to reconfigure the integration to use features again
• The API key will be removed from the system

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Final Considerations

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Webhooks

• Valid URLs: Make sure webhook URLs are valid and publicly accessible
• HTTPS: Always prefer using HTTPS to ensure data transmission security
• Selected Events: Select only necessary events to avoid system overload
• Testing: Test webhooks after creation to ensure they are receiving events correctly
• Monitoring: Monitor webhook status regularly to ensure they are working
• Documentation: Document created webhooks to facilitate future maintenance

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Dashboard Applications

• Accessible URLs: Make sure application URLs are accessible and working
• Iframe Configuration: Properly configure security policies (X-Frame-Options) if using ‘frame’ type
• Nomenclature: Use descriptive names to facilitate application identification
• Organization: Organize applications by type or function to facilitate management
• Testing: Test applications after creation to ensure they are loading correctly

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OpenAI Integration

• API Key: Keep your API key secure and never share it
• Costs: Be aware of costs associated with using the OpenAI API
• Features: Explore all available features to maximize integration value
• Audio Transcription: Consider activating audio transcription if you receive many voice messages
• Monitoring: Monitor API usage to avoid unexpected costs
• Updates: Stay updated on new features and integration improvements

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General

• Security: Always prioritize security when configuring integrations
• Documentation: Document all configured integrations to facilitate maintenance
• Testing: Test all integrations after configuration
• Monitoring: Regularly monitor integration status and functionality
• Updates: Stay informed about updates and new available features
• Backup: Consider backing up important integration configurations

Integrations are a powerful tool for expanding system functionality and connecting with other tools and services, allowing a more complete and integrated experience for your team and customers.