Integrations
SAP
How your agents look up operational records in SAP during a conversation, and write the resulting work back into SAP so it gets done.
On this page
In many large organisations, the work a customer conversation creates is finally done in SAP: a service order, a maintenance request, a change to a contract or an account. Your agents connect to SAP, such as SAP S/4HANA, so they can read the operational records a customer asks about and write the resulting action into SAP themselves. That is the difference between noting a request for someone else to enter and the request actually being recorded where the work happens.
SAP stays your system of record for the data it holds. The Telonic record is the system of record for conversation history.
What the connection lets the agent do
| Action | What it means for you | Example |
|---|---|---|
| Look up operational records | The agent reads the records a customer asks about while the conversation is happening | A tenant's contract, service charge and balance |
| Write actions into SAP | The work the conversation creates is entered in SAP, in the structure your processes need | A maintenance notification for a broken air conditioner |
| Update records you permit | Named fields are kept current | A tenant's mobile number updated after identity checks |
| Record the outcome | The summary, outcome and next steps are saved to the customer record, and linked to the SAP document | The notification number appears in the conversation record |
Amounts and dates in the agent's answers are inserted directly from the record, not retyped by the model.
How it connects
The connection uses the standard interfaces your SAP system exposes to other software, such as OData services (a common way SAP systems share data over the web), or runs through the integration middleware (the software that manages connections between your systems) you already use. Your SAP team creates a dedicated technical user, and the authorisation roles assigned to it decide exactly which records and transactions the agent can read or change. ERP (enterprise resource planning, the system that runs your operations and finance) connections are specific to how each organisation has configured SAP, so this mapping is done with your SAP team during implementation.
Credentials are stored encrypted in your deployment, every call travels over TLS 1.2 or higher (Transport Layer Security, which encrypts data in transit), and the connection runs from your deployment in your chosen region. Where a process has no suitable interface, it can be connected as a custom action. See Custom actions.
Permissions
| Permission | Needed for | Default |
|---|---|---|
| Read customer and contract records | Answering from your data | Only the records and fields mapped with you |
| Create operational documents | Entering the work, such as a notification or service order | Only the document types you list |
| Update named fields | Keeping details current | Only the fields you list |
| Post financial entries | Not needed | Not granted |
The agent can only take actions your team has granted. Anything not granted cannot be invoked. See Permissions.
In practice
Sahel Crest Properties runs its leasing and facilities operations in SAP.
- At 8pm, Hamad messages to say the air conditioning in his flat has stopped working. The agent confirms his identity and finds his rental contract.
- It asks the questions the facilities process needs, such as which room and whether water is leaking.
- It creates a maintenance notification in SAP, marked urgent under Sahel Crest's rules, and gives Hamad the reference.
- The facilities team sees the notification in SAP as usual. The conversation record carries the same reference.
What your team controls
- Which records, fields and document types the agent can read and create.
- The technical user's authorisations, which your SAP team can change or withdraw at any time.
Related
- CRM and ERPIntegrations
- How integrations workIntegrations
- PermissionsIntegrations
- Custom actionsIntegrations
- What we need from your IT teamIntegrations
Product names and logos are trademarks of their owners. Their mention shows systems Telonic connects to and does not imply partnership or endorsement.