> ## Documentation Index > Fetch the complete documentation index at: https://docs.diga.io/llms.txt > Use this file to discover all available pages before exploring further. # Introduction to Integrations > Connect your agents with external systems to perform actions during phone calls ## 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. ## 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 ## Key Concepts ### 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) ### 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. ## 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: The user makes a request during the conversation (e.g., "What's the status of my order 12345?") The agent recognizes it needs to use a tool to respond (e.g., `check_order`) The agent executes the tool with the necessary parameters (e.g., `order_id=12345`) The integration queries the external system and returns the data to the agent 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. ## Types of Integrations Diga supports two types of integrations: You create tools manually by defining endpoints, parameters, and authentication. It's the most flexible option. Tools are automatically synced from the server. The provider manages updates. ## 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. ## Next Steps Step-by-step guide to connect any REST API to your agents. Learn how to automatically sync tools from MCP servers. Configure which agents can use which tools. Learn how to instruct your agents on when to use each tool.