Getting Started with Integrations

Arm your agents with advanced automation capabilities to authenticate callers quickly and resolve customer service issues seamlessly. Thoughtly connects directly to your CRM, scheduling tools, SaaS platforms, and more, enabling your Voice Agent to act autonomously on your behalf. After building a Voice Agent using our drag-and-drop interface, you can connect it to your existing systems using either Agent Actions, our API, or Automations—no coding required.

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How Integrations Work

Thoughtly integrations work through three main methods:

1. Agent Actions: Add integration actions directly into your Voice Agent’s conversation flow via mid-call actions
2. Automations: Trigger actions before, during, or after calls using our automation builder
3. API: Use our REST API to build custom integrations for your specific needs

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Available Integration Categories

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CRMs

By connecting your CRM to Thoughtly, you can automate data entry, update customer records, and trigger workflows based on call outcomes. This allows your agents to focus on what they do best: providing exceptional customer service.

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Scheduling

By connecting your scheduling tool to Thoughtly, you can automate appointment booking, rescheduling, and cancellations. This allows your agents to focus on providing exceptional customer service, rather than managing calendars.

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Communication

By connecting your communication tools to Thoughtly, you can automate call logging, update customer records, and trigger workflows based on call outcomes. This allows your agents to focus on providing exceptional customer service, rather than managing data.

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Ticketing

By connecting your ticketing system to Thoughtly, you can automate ticket creation, updates, and resolution. This allows your agents to focus on providing exceptional customer service, rather than managing tickets.

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Productivity

By connecting your productivity tools to Thoughtly, you can automate data entry, update records, and trigger workflows based on call outcomes. This allows your agents to focus on providing exceptional customer service, rather than managing data.

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E-Commerce

By connecting your e-commerce platform to Thoughtly, you can automate order processing, update customer records, and trigger workflows based on call outcomes. This allows your agents to focus on providing exceptional customer service, rather than managing orders.

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AI

By connecting your AI platform to Thoughtly, you can automate data entry, update records, and trigger workflows based on call outcomes. This allows your agents to focus on providing exceptional customer service, rather than managing data.

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Automation Platforms

By connecting your automation platform to Thoughtly, you can automate data entry, update records, and trigger workflows based on call outcomes. This allows your agents to focus on providing exceptional customer service, rather than managing data.

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Prerequisites

Before starting integration setup:

• Admin access to both Thoughtly and the target integration platform
• API credentials or admin permissions for OAuth-based integrations
• Clear use case understanding for how the integration will be used
• Testing plan to verify integration functionality

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Universal Setup Process

All native integrations follow a similar setup pattern, though specific steps vary by vendor and authentication type.

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Post-Setup Configuration

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Making Integrations Available

After successful connection, integrations become available in: Automations Interface:

1. Navigate to Automations
2. Create or edit automation workflow
3. Add actions using connected integrations
4. Configure integration-specific parameters

Agent Builder Interface:

1. Open Agent Builder for target agent
2. Open a Speak node and navigate to the Actions section
3. Add integration actions to your agent workflow
4. Configure real-time integration behavior

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Integration Usage Patterns

Integrations work in two distinct contexts, each serving different use cases:

Automation Workflows	Mid-call Actions
Post-call CRM updates	Real-time data lookup
Appointment scheduling	Live calendar checking
Team notifications	Instant team alerts
Lead qualification processes	Dynamic information retrieval

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Testing and Validation

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Initial Connection Testing

1. Verify connection status remains “Connected”
2. Test basic functionality through simple automation
3. Check data flow between systems
4. Confirm permissions work as expected

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Common Setup Issues

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OAuth Connection Failures

Symptoms: Redirect errors, permission denied, or connection timeouts Solutions:

• Verify admin permissions in target platform
• Check browser settings allow popups and redirects
• Clear browser cache and cookies
• Try different browser or incognito mode

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API Key Authentication Issues

Symptoms: Invalid key errors or connection refused Solutions:

• Verify API key copied correctly (no extra spaces)
• Check API key permissions in source platform
• Ensure key hasn’t expired or been revoked
• Confirm correct API endpoint if multiple environments

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Permission Scope Problems

Symptoms: Integration connects but specific features don’t work Solutions:

• Review granted permissions during OAuth flow
• Request additional scopes if needed
• Check platform-specific permission requirements
• Verify user roles in target system

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Troubleshooting

Integration works in test but not production

• Verify integration is connected (not in draft/test mode)
• Check that agent/automation is using the correct integration account
• Review integration permissions for production vs test environments
• Test with Call Me instead of Test Agent

Data not syncing correctly

• Verify field mappings are correct in integration configuration
• Check that required fields are populated in source data
• Review integration logs for error messages
• Ensure data formats match (dates, phone numbers, etc.)

For additional help with integrations:

• Check the Integration Troubleshooting guide
• Review vendor-specific documentation for your integration
• Contact support with your Team ID

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See also

• Integration Webhooks - custom integration patterns
• Agent Actions - using integrations mid-call
• Automation Steps - integration steps in workflows
• Troubleshooting - common integration issues
• Glossary: OAuth - understanding authentication