Integrations

Salesforce Integration:
  auth: oauth2
  actions:
    - get_contact
    - create_case
    - update_opportunity
    - search_accounts
  objects:
    - Contact
    - Case
    - Account
    - Opportunity

HubSpot Integration:
  auth: api_key
  actions:
    - get_contact
    - create_deal
    - add_note
    - update_contact

Dynamics Integration:
  auth: oauth2
  environment: production
  actions:
    - get_account
    - create_lead
    - update_contact

Zendesk Integration:
  auth: api_token
  actions:
    - create_ticket
    - get_ticket
    - update_ticket
    - add_comment
    - search_articles

ServiceNow Integration:
  auth: oauth2
  instance: company.service-now.com
  actions:
    - create_incident
    - get_incident
    - update_incident
    - get_knowledge

Jira Integration:
  auth: api_token
  actions:
    - create_issue
    - get_issue
    - add_comment
    - transition_issue

Shopify Integration:
  auth: api_key
  actions:
    - get_order
    - get_product
    - search_orders
    - create_refund

Twilio Integration:
  auth: api_credentials
  actions:
    - send_sms
    - make_call
    - get_call_status

SendGrid Integration:
  auth: api_key
  actions:
    - send_email
    - send_template_email

Action: Get Weather
Method: GET
URL: https://api.weather.com/v1/forecast
Headers:
  X-API-Key: "{{env.WEATHER_API_KEY}}"
Query Parameters:
  location: "{{location}}"
  units: "metric"
Response Mapping:
  temperature: $.forecast.temp
  conditions: $.forecast.conditions
  humidity: $.forecast.humidity

OAuth Config:
  authorization_url: https://auth.example.com/authorize
  token_url: https://auth.example.com/token
  client_id: "{{env.OAUTH_CLIENT_ID}}"
  client_secret: "{{env.OAUTH_CLIENT_SECRET}}"
  scopes:
    - read
    - write
  grant_type: authorization_code

Node: Get Order Status
Type: action
Action: shopify.get_order
Input:
  order_id: "{{context.session.order_id}}"
Output:
  order_status: response.status
  tracking_number: response.tracking
  delivery_date: response.estimated_delivery
On Success: display_order_status
On Failure: handle_error

Error Handling:
  timeout: 10s
  retry:
    count: 2
    delay: 1s
  fallback:
    message: "I'm having trouble accessing that information. Let me connect you with an agent."
    action: transfer_to_agent

Agent Transfer:
  platform: genesys
  queue_selection:
    method: skill_based
    skills:
      - from_context: issue_type
        mapping:
          billing: billing_queue
          technical: tech_support
  context_transfer:
    - conversation_summary
    - customer_info
    - detected_intent
    - sentiment_score
  pre_transfer_message: "Connecting you with a specialist..."

External NLU: Dialogflow
Project ID: your-project
Credentials: service-account.json
Language: en
Use For:
  - intent_detection
  - entity_extraction
Fallback: built_in_nlu

Voice Gateway:
  provider: twilio
  phone_numbers:
    - "+1-800-123-4567"
    - "+1-800-765-4321"
  sip_trunk:
    uri: sip.twilio.com
    credentials: "{{env.SIP_CREDENTIALS}}"
  recording:
    enabled: true
    storage: s3

Data Table: Product Catalog
Columns:
  - name: product_id
    type: string
    primary: true
  - name: name
    type: string
  - name: price
    type: number
  - name: category
    type: string
    indexed: true

// In dialog script
const product = await dataTable.query('products', {
  where: { category: 'electronics' },
  orderBy: 'price',
  limit: 10
});