Integrations overview

An agent is useful to your business because it works inside the systems you already run. While a customer is on the line, it looks up their actual booking, unit or policy. When the conversation ends, the outcome is recorded in the system your team works in, rather than in a separate tool nobody opens. Telonic connects the agent to your phone lines, mailboxes, CRM (the system that holds your customer records), operational systems such as your ERP (enterprise resource planning: the system that runs core operations such as finance and orders) and documents, does the connection work itself, and runs every connection under permissions your team controls.

Four things a connection lets the agent do

Every connection gives the agent one or more of four abilities. Each is granted separately, system by system, so a connection can be read-only or allowed to act.

How each of these works, and what happens if a system does not respond, is explained in How integrations work.

The systems Telonic connects to

Telonic connects to the systems enterprises in the region use, grouped here by what they do. Each category page explains what the connection lets the agent do and how it is set up.

Telonic also connects to systems that are not on this list, including older and in-house systems, as long as your organisation can expose them through some kind of interface. See Custom actions.

The integration work is Telonic's

Telonic builds, tests and maintains each connection. Your IT team provides access and makes decisions: which systems, which permissions, which test environment. It does not write code or build interfaces for us.

Each connection is built for your configuration, not just for your vendor. Two developers running the same CRM have different objects, fields and processes, so every connection starts by mapping how your system is actually set up. See How a system gets connected.

Nothing needs replacing. Your CRM stays the system of record (the system your organisation treats as the authoritative source) for customer and account data, and your phone system keeps deciding which calls reach the agent. The Telonic customer record holds the conversation history. See The customer record.

Permissions: the agent does only what you grant

The agent connects to each system through a dedicated integration account (an account created only for this connection, separate from any person's login) that your administrators create and control. Read access and write access are granted separately, action by action. An action that is not granted cannot be invoked, however a customer phrases the request.

Decisions that belong to your people, such as approving a claim, are not connected to the agent at all. Actions you mark as sensitive are prepared by the agent and wait for a person to approve them. Every call the agent makes to your systems is logged. See Permissions.

The technical detail

Connections run from your deployment, in the region you choose, to your systems. Every connection between your systems and your deployment uses TLS (Transport Layer Security, the standard encryption for data travelling across a network), version 1.2 or higher. Credentials for each integration account are stored encrypted with AES-256 (the Advanced Encryption Standard, using 256-bit keys) and rotated in line with your policy.

Telonic provides fixed IP addresses, port ranges and a domain name, so your network team can allow-list (permit through your firewall) only traffic from your deployment. Figures such as amounts and dates are inserted into the agent's reply directly from the system record, not retyped by the language model. See What we need from your IT team and Hosting and data residency.

In practice

Qamar Stays, a hotel group with properties in Dubai and Riyadh, starts with reservation changes on WhatsApp.

1. Its IT team creates an integration account in the reservation system with read access to reservations and rates, and permission to change arrival and departure dates. Nothing else is granted.
2. Telonic maps how the group's rate types, room types and cancellation rules are set up, connects to the test environment, and tests the changes with the group's own reservation data.
3. Yousef messages at 11pm to move his arrival from Thursday to Friday. The agent looks up his reservation, confirms the flexible rate allows the change, and makes it.
4. The summary and the change are written back to the reservation, so the front desk sees them at check-in.
5. Three months later, the group adds its CRM and its service desk. The WhatsApp connection is already in place, so only the new systems are mapped and tested.

What your team controls

• Which systems the agent connects to.
• For each system, what the agent can read, what it can write, and which actions it can take.
• Which actions wait for a person's approval.
• The integration accounts themselves, which your administrators can suspend at any time.

Related

• How integrations workIntegrations
• PermissionsIntegrations
• How a system gets connectedIntegrations
• What we need from your IT teamIntegrations
• Custom actionsIntegrations

Product names and logos are trademarks of their owners. Their mention shows systems Telonic connects to and does not imply partnership or endorsement.