Integrations
Zapier
How your agents start and receive Zapier automations, so the workflows your teams have already built keep working alongside your agents.
On this page
If your teams already use Zapier to move information between applications, those automations keep working when your agents go live. The agent can start one of your Zaps (Zapier's name for an automated workflow) when something happens in a conversation, and a Zap 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 automations you choose.
What the connection lets the agent do
| Action | What it means for you | Example |
|---|---|---|
| Start a Zap from a conversation | An automation you already rely on runs when a conversation reaches a point you choose | When the agent qualifies a buyer, a Zap adds them to the sales team's weekly sheet |
| Pass structured details | The Zap receives the fields it needs, such as the outcome, reference and summary, not the whole conversation | A Zap receives the booking reference and new arrival date after a change |
| Receive an event from a Zap | Something that happens elsewhere in your business reaches the agent, which acts on it within its permitted actions | A Zap sends a new website enquiry to the agent, which follows up with the enquirer on WhatsApp |
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 Zap, the agent sends an event to a webhook address in your Zapier account. To receive one, your Zap 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.
Zapier processes the data it receives on its own infrastructure, under your own agreement with Zapier, 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 Zaps | Starting your automations from conversations | Only the Zaps and triggers you choose |
| Fields included in each event | Giving each Zap what it needs | Only the fields you approve |
| Accept events from your Zaps | Acting on events from elsewhere in your business | Only from the Zaps you register, and only for actions already granted to the agent |
An event from a Zap 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
Nakhla Travel, a tour operator, uses Zapier to collect web form enquiries.
- Mariam fills in the website form asking about a desert tour for a family of five.
- The Zap that already handles the form also sends the enquiry to the agent.
- The agent messages Mariam on WhatsApp, answers her questions from the approved tour information and confirms the dates she prefers.
- When she asks to hold the booking, the agent sends an event to a second Zap, which adds the hold to the operations team's list, as it always has.
What your team controls
- Which Zaps the agent can start, and at which point in a conversation.
- Which fields each event carries, and whether personal information is redacted.
- Which Zaps 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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