Integrations

Integrations are how AdaptCX talks to external systems your organization owns or subscribes to. Configure once in Tenant Admin → Integrations; reference across bots.

Categories

Category	Purpose	Providers
AI Models	LLMs for bot responses + embeddings	Anthropic Claude, OpenAI, Google Vertex AI (Gemini)
CCaaS	Live-agent handoff	Genesys Cloud, Amazon Connect, 8x8, Google CCAI
Telephony	Inbound + outbound voice, SMS	Telnyx, Twilio
SSO Providers	Identity provider for tenant auth	Azure AD, Okta, Google Workspace, any OIDC
Document Sources	Auto-sync knowledge base documents	SharePoint, Google Drive, Confluence, ServiceNow, and more
Notifications	Outbound email, SMS, push	SendGrid, FCM, APNS, Web Push
API Endpoints	Allow-list external URLs bots can call	Your APIs

How integrations work

One integration per credential set. For example, your organization uses two Salesforce orgs — production + sandbox. Configure two Salesforce integrations, each with its own credentials. Bots reference one or the other by name.

Credentials in Secret Manager. API keys, OAuth tokens, and passwords are stored in Google Secret Manager (per-tenant), never in the AdaptCX database. Only the specific service that needs a credential fetches it at call time.

Rotation without redeploy. When you update a credential in Tenant Admin, the change takes effect immediately — no bot or flow re-publish needed. If your provider requires credential rotation, do it in Tenant Admin; bots automatically use the new value.

Audit. Every credential change is logged (audit_logs.action = integration.edit) with actor, integration ID, and timestamp. The credential value itself is never logged.

Solution-scoped integrations

Some integrations only appear if your tenant has licensed the relevant solution:

• CCaaS integrations require the VA solution (base — included with every tenant)
• Agent-assist workflows require the Assist solution
• Fax integrations require the Fax solution

Integrations you don't have access to are hidden from the picker.

Cross-referencing

Integrations are referenced by ID from:

• Flow nodes — LLM Response picks an AI model; Handoff picks a CCaaS provider; Salesforce picks a Salesforce OAuth integration
• Tools — Tools reference API endpoints, secrets, and integrations for their actions
• Knowledge bases — External sources pull from document-source integrations
• Widget config — the widget domain, welcome message, and channels are configured per tenant, not per integration

Practice

• One credential per environment — separate dev + prod Salesforce integrations. Never share credentials across environments.
• Least-privilege scopes — the OAuth scope or API key permissions should be the minimum your bot actually needs. Read-only for lookup tools; write scope only for tools that write.
• Rotate periodically — annually at minimum, more often for compliance-sensitive integrations.
• Test after configuring — every integration section has a Test button that verifies credentials work before you save.

See also

• Security · Encryption — how credentials are protected
• Tools — where integrations get consumed
• Individual integration pages for setup walkthroughs