Connect tkana to your own systems

Your agent works with the data you already have, and your systems always know what happened in the chat.

Good for

• Businesses with their own CRM, ERP, or order system
• Teams with a developer
• Salla, Tamarran, and Nuzul users

The situation

Your customer data lives somewhere already: an order system, a CRM, a helpdesk, a booking tool. If tkana cannot see it, your agent answers “let me check with the team” for every order-status question, and your team copies tickets from one screen to another. Connecting the two removes both problems.

How it works

There are three directions, and you can use any of them.

1. Your agent uses your system during the chat (custom tools, or a ready-made integration):

CustomerAsks "Where is order 7710?"

tkanaChecks your order system through a tool

Your systemReturns the order status

tkanaAnswers the customer with the real status

Agent looks up your system

2. tkana tells your system what happened (webhooks), and your system reads or updates tkana (API):

tkanaAgent opens a ticket in a conversation

tkanaSends a webhook to your system

Your systemCreates the case in your helpdesk or CRM

Your teamWorks the case where they already work

Ticket reaches your helpdesk

3. You work on your tkana account from an AI assistant such as Claude (MCP), asking about conversations, customers, tickets, and bookings in plain language.

What the conversation looks like

Customer: Where is my order 7710?

Agent: Your order 7710 left our warehouse this morning and is with the courier. The expected delivery is tomorrow.

Customer: Great, thanks.

What you switch on

1. Check for a ready-made integration first: Salla, Tamarran, or Nuzul. See Integrations.
2. For your own system, ask for custom tools. Contact tkana support with the system, what the agent should do in it (for example “check order status”), and where its API documentation is. The tkana team builds and tests the tools with you. See Connect your own system with custom tools.
3. To send tkana data to your systems, create an API key and add webhooks in Settings > API Keys. Your developer uses the developer documentation. See Connect your systems with the tkana API.
4. To use an AI assistant, create a key for it and connect it. See Use tkana from Claude and other AI assistants (MCP).

What your team sees

• Answers based on your real data in conversations, instead of handovers for every lookup.
• Tickets, bookings, and new customers appearing in your own CRM or helpdesk as they happen.
• Webhook deliveries in each webhook’s Delivery log, to confirm your system received each event.

Tips and limits

• Custom tools are built and connected by the tkana team; you cannot create them from the portal yet.
• Never send passwords or API keys in a regular chat or email. Use the secure method tkana support gives you.
• The API Keys page is visible to the account owner, or to roles with access to Settings. You will usually need a developer to connect your own system.
• Your agent uses only the specific actions built for it; it cannot do anything else in your system.

tkana developer documentationQuickstarts, guides, and the full API reference for your developer: docs.tkana.sa