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What are Integrations?

Integrations allow your phone agents to connect with external systems during conversations. Instead of manually programming each API call, you define reusable tools that your agents can use when needed. For example, a support agent can:
  • Look up customer information in your CRM
  • Create tickets in your management system
  • Process returns in your payment platform
  • Check inventory in your database
All of this happens in real-time during the phone conversation, without the user having to wait.
Integrations are optional. You can create agents that only converse without performing external actions. Use them when you need your agent to do something besides talking.

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Common Use Cases

Integrations elevate your agents’ capabilities across multiple cases: Customer Service
  • Look up customer information in CRM
  • Check order status
  • Create support tickets
Sales and Commerce
  • Check product availability
  • Verify prices and discounts
  • Process orders
Financial Services
  • Check account balances
  • Verify transactions
  • Process refunds

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Key Concepts

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Tools

A tool is a specific action your agent can perform. Examples:
  • search_customer - Searches for a customer by phone or email
  • create_ticket - Creates a support ticket
  • check_inventory - Verifies product availability
  • process_refund - Initiates a return
Each tool has:
  • Name: Unique identifier (e.g., search_customer)
  • Description: Explains when to use it
  • Parameters: Information it needs (e.g., phone number, email)

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Integrations

An integration is a container that groups related tools and manages the connection with an external system. For example, a “Zendesk” integration could include:
  • search_customer
  • create_ticket
  • update_ticket
  • check_ticket_status
Integrations also store the credentials (API keys, tokens) needed to authenticate with the external system.

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How Integrations Work During a Call

When a user is on a call with your agent, it can use assigned tools to perform actions in real-time:
1

The user requests something

The user makes a request during the conversation (e.g., “What’s the status of my order 12345?”)
2

The agent identifies the need

The agent recognizes it needs to use a tool to respond (e.g., check_order)
3

The agent calls the tool

The agent executes the tool with the necessary parameters (e.g., order_id=12345)
4

The external system responds

The integration queries the external system and returns the data to the agent
5

The agent responds to the user

The agent uses the received information to give a clear response (e.g., “Your order is on its way and should arrive tomorrow”)
All of this happens in seconds, without the user having to wait or be transferred.

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Types of Integrations

Diga supports two types of integrations:
https://mintcdn.com/diga/8ytXWoW-xL71V8MR/icons/dataflow-02.svg?fit=max&auto=format&n=8ytXWoW-xL71V8MR&q=85&s=5b2fa11c7642dae0aa1280581c82ad03

HTTP

You create tools manually by defining endpoints, parameters, and authentication. It’s the most flexible option.
https://mintcdn.com/diga/8ytXWoW-xL71V8MR/icons/mcp-server.svg?fit=max&auto=format&n=8ytXWoW-xL71V8MR&q=85&s=15825793b9562caed3a976ea28f736ae

MCP (Model Context Protocol)

Tools are automatically synced from the server. The provider manages updates.

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User Confirmation

For sensitive actions (like processing payments or deleting data), you can require explicit user confirmation before executing a tool. When you configure user confirmation, the agent:
  1. Explains what action it’s going to perform
  2. Asks for user confirmation (“Do you confirm you want to process the $50 refund?”)
  3. Waits for an affirmative response
  4. Only then executes the tool
This adds a layer of security for critical operations.
Recommendation: Enable user confirmation for any tool that could have important or irreversible consequences.

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Next Steps

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Create HTTP Integration

Step-by-step guide to connect any REST API to your agents.
https://mintcdn.com/diga/8ytXWoW-xL71V8MR/icons/dataflow-03.svg?fit=max&auto=format&n=8ytXWoW-xL71V8MR&q=85&s=be8078a61eee851e8af2f6f116b706be

Create MCP Integration

Learn how to automatically sync tools from MCP servers.
https://mintcdn.com/diga/8ytXWoW-xL71V8MR/icons/file-attachment-02.svg?fit=max&auto=format&n=8ytXWoW-xL71V8MR&q=85&s=647ad3346bd09961bf32ee567ce72ed1

Assign Integrations to Agents

Configure which agents can use which tools.

Use Tools in Prompts

Learn how to instruct your agents on when to use each tool.