Custom integrations
Use a Powerfront-managed integration to connect your business systems with INSIDE conversations, workflows and AI tools.
What it is
A custom integration connects INSIDE to a business system or adapts an existing process. It can retrieve information for a conversation, supply an AI tool, perform a workflow action or respond to a platform event. Powerfront deploys the integration for the websites that need it.
Who uses it and why
As an operator, you use the resulting information or conversation tools without managing the underlying script. The integration may also work automatically during a conversation.
As a developer, you work with Powerfront to define the external service, required information, permitted actions and failure behaviour. The Settings or Developer role provides access to AI Functions. The Bot Trainer role provides access to Virtual Assistant Steps.
Where to find it
There is no universal custom integration screen. Script-backed AI tools are configured under Settings › AI › Functions, using Custom Script. Workflow integrations are selected in Settings › Bots › Virtual Assistant › Steps, using Run Integration Script.
Other customisations run automatically, or display their results in the relevant conversation. Ask Powerfront where your specific integration appears.
How it works
Supported patterns in this release include:
- Looking up order information using details supplied in the conversation.
- Searching products or stores and returning results for an AI assistant.
- Returning product cards or other structured conversation content.
- Reading conversation history for a custom AI tool.
- Adapting contact or CRM exchanges when information changes.
- Customising queue processing or operator selection.
These are implementation patterns. Their availability and exact behaviour depend on the integration Powerfront has deployed for you.
For example, an order tool can ask for both an order number and the email used at checkout before requesting an order. A product tool can return compact search results and cards. Neither behaviour makes every external commerce system available automatically.
Visitors see the messages, cards or workflow outcome produced by the integration. They do not select or manage its script.
Configure it
Give Powerfront the business process, external service requirements and expected results. Agree what happens when information is missing, verification fails or the external service is unavailable.
Powerfront deploys the script and sets its website scope. A person with the Settings or Developer role then selects it in the AI function editor, or a Bot Trainer selects it in the workflow editor. Ask Powerfront to change automatic hooks.
Limits and good to know
- An example integration does not confirm that it is enabled on your website.
- Each integration defines its own inputs, verification, timeouts and result limits. There is no single platform-wide default for all custom scripts.
- An external lookup failure may produce a fallback answer or no usable result. The response depends on the script and the calling feature.
- A result intended for an AI tool is not necessarily sent directly to the visitor. The tool and conversation configuration determine its use.
Depends on and works with
View all connections as a list
This feature uses
- AI feature settings and change historyConfigured by
AI feature function assignments control which agents can use a script-backed integration tool.
- AI integrations and automation toolsConfigured by
AI Functions selects the script and describes the arguments for a script-backed integration tool.
- Rich content in AI repliesEnhances
Rich-content support lets AI replies present supported cards using information returned by custom tools.
- Chat queueEnhances
Custom queue hooks can alter queue processing for a particular deployment.
- Custom CRM integrationRelated
Custom CRM integration describes the supported customer-matching, save and export customisations.
- Task integrations, appointments and embedded pagesConfigured by
Task integration actions select a custom integration and define the branches followed for its results.
- Custom scripts managed by PowerfrontRequires
Script-based custom integrations need a deployed and loaded script.
- Integration script selection for automated actionsConfigured by
Script scope and category determine where an integration is available.
Used by
- LINE messaging channel setupEnhances
A Powerfront-managed custom connection can supply access tokens.
- Apple Messages payments and sign-in setupConfigured by
Powerfront's custom integration processes sign-in responses and the built-in payment handoff.
- Custom scripts managed by PowerfrontEnhances
Custom integrations use the script runtime for website-specific behaviour.
FAQ and troubleshooting
Why does another website have a tool that we do not?
Custom integrations are deployed for particular websites and processes. Ask Powerfront to confirm what is available for your website.
Why does an order lookup ask for extra details?
The integration can require information to find or verify the order. Follow the requirements agreed for your specific tool.
Why did the tool return no results?
Check the supplied details and ask Powerfront to investigate the integration and external service. A missing result alone does not establish that the business record does not exist.
Can I change a custom routing or mapping rule in Settings?
Some integrations expose editable options through their owning feature. Ask Powerfront to change behaviour implemented in a deployed script.