Integrations
Make
How your agents start and receive Make scenarios, so the automations your teams have already built keep working alongside your agents.
On this page
If your teams use Make to connect applications and automate routine steps, those automations keep working when your agents go live. The agent can start one of your scenarios (Make's name for an automated workflow) when something happens in a conversation, and a scenario can pass an event to the agent to act on. Each automation runs with the same permissions and the same audit trail as every other connection. The connection is configured during implementation for the scenarios you choose.
What the connection lets the agent do
| Action | What it means for you | Example |
|---|---|---|
| Start a scenario from a conversation | An automation you already rely on runs when a conversation reaches a point you choose | When a guest confirms an airport transfer, a scenario adds it to the driver schedule |
| Pass structured details | The scenario receives the fields it needs, such as the outcome, reference and summary, not the whole conversation | A scenario receives the policy number and the renewal decision |
| Receive an event from a scenario | Something that happens elsewhere in your business reaches the agent, which acts on it within its permitted actions | A scenario flags a policy due for renewal, and the agent sends the policyholder a reminder |
How it connects
The two sides exchange events through webhooks (a message one system sends to a web address when something happens). To start a scenario, the agent sends an event to a webhook address in your Make organisation. To receive one, your scenario sends an event to an address in your deployment that accepts only authenticated requests. Every event travels over TLS (Transport Layer Security, the standard encryption for data in transit) version 1.2 or higher, and any credentials are stored encrypted in your deployment.
Make processes the data it receives on its own infrastructure, under your own agreement with Make, which may be outside the region you chose for your deployment. You decide which fields each event carries, and whether personal information is redacted before an event leaves your deployment. See Personal information redaction.
Permissions
| Permission | Needed for | Default |
|---|---|---|
| Send events to named scenarios | Starting your automations from conversations | Only the scenarios and triggers you choose |
| Fields included in each event | Giving each scenario what it needs | Only the fields you approve |
| Accept events from your scenarios | Acting on events from elsewhere in your business | Only from the scenarios you register, and only for actions already granted to the agent |
An event from a scenario cannot widen what the agent is allowed to do. The agent can only take actions your team has granted. Anything not granted cannot be invoked.
Every event sent or received is logged in the audit trail. See Permissions.
In practice
Wadi Assurance, a motor insurer, runs a Make scenario that checks each morning for policies due for renewal.
- The scenario finds that Faisal's motor policy renews in three weeks and sends an event to the agent.
- The agent sends Faisal a WhatsApp renewal reminder, using a template the insurer has approved, sent within the contact rules the insurer has set.
- Faisal replies with a question about his new premium. The agent answers from his renewal details and confirms he wants to renew.
- The agent sends an event to a second scenario, which records the decision in the finance team's renewal sheet, as it always has.
What your team controls
- Which scenarios the agent can start, and at which point in a conversation.
- Which fields each event carries, and whether personal information is redacted.
- Which scenarios can send events to the agent.
Related
- Automation platformsIntegrations
- How integrations workIntegrations
- PermissionsIntegrations
- Custom actionsIntegrations
- Personal information redactionSecurity and data protection
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