Connect your own system with custom tools

Every tkana integration works the same way underneath: your agent uses tools during a conversation to look something up or do something in another system. If the system you use is not in the integrations list, such as your own order system, your inventory, or an internal CRM, tkana can build custom tools that connect your agent to it, as long as the system has an API.

What it looks like for your customers

• Look up information. A customer asks “Where is order 7710?”, and the agent checks your order system and answers, instead of passing the customer to someone who has to look it up.
• Record a request. A customer asks to book a maintenance visit, the agent collects the details, and the request is created in your system directly.

How to get it set up

Custom tools are built and connected by the tkana team; you cannot create them from the portal yet. Contact tkana support and tell us:

1. Which system you want to connect, and what the agent should do in it, for example “check order status” or “create a maintenance request”.
2. Where the system’s API documentation is. If you have an OpenAPI file, we can import the tools from it, which speeds things up.
3. Who on your side can provide access to the API. tkana support will tell you how to share the access details securely.

We then build the tools, add them to your agent, and test them with you before your customers use them.

Note

Your system’s access details are stored encrypted, and the agent only uses the specific actions built for it. Never send passwords or API keys in a regular chat or email; use the secure method tkana support gives you.

Tip

Want the opposite direction, with your system reading from tkana or reacting to new tickets and bookings? See Connect your systems with the tkana API.