Integrate your backend

The Tools section in OVA enables you to integrate external systems and customize how your Virtual Agents interact with third-party platforms or your own backend. This feature allows you to add functionality like CRM integration, calendar bookings, and more to enhance your Virtual Agents’ capabilities.

Key Features of Tools Integration

Supported CRMs and Billing Solutions:
- OVA supports integration with everything supporting REST Services. Some of the popular CRMs and billing systems include:
  - HubSpot
  - Salesforce
  - Zendesk
  - Zoho CRM
  - Freshdesk
Custom Backend Integration:
- If you have your own backend system, you can provide a custom Server URL where the Virtual Agent can send and receive data.
- Actions supported include:
  - Booking a slot on a calendar
  - Checking account balances
  - CRM lookups (e.g., retrieving customer details from HubSpot or Salesforce)
  - Logging tickets in platforms like Zendesk.
External Automation Tools:
- You can connect external tools like:
  - Make | Automation Software | Connect Apps & Design Workflows : Automate workflows and integrate various services into your Virtual Agents’ interactions.
  - GoHighLevel (GHL): Use existing GHL workflows to handle customer interactions effectively.

How to Set Up Tools

Step 1: Create a New Tool

Navigate to the Tools section in the left menu.
Click on New Tool

Step 2: Choose a Provider

In the “Create a Provider” dialog, select from:
- Custom Tool: Connect your own backend using a custom POST endpoint.
- Make | Automation Software | Connect Apps & Design Workflows : Automate workflows with Make | Automation Software | Connect Apps & Design Workflows scenarios.
- GoHighLevel (GHL): Trigger GHL workflows during conversations.

Step 3: Add Backend Details

If you select Custom Tool:
- Enter the Server URL where OVA will send events (e.g., call interactions).
- Provide a Server URL Secret Token for secure communication.
Save your configuration.

Placeholder for Screenshot: “Custom Backend Configuration Form”

Integration Example: Booking a Slot

Here’s how a Virtual Agent can interact with your backend:

The customer asks, “Can I book an appointment?”
The Virtual Agent sends the request to your backend using the custom Server URL.
backend checks the availability on the calendar and returns a response.
The Virtual Agent confirms the booking with the customer.

CRM Use Case Integration

Explanation of Steps:

Call Arrival: A call triggers the process.
CRM Lookup: The system checks the CRM for customer details based on the incoming call’s identifier (e.g., phone number).
Decision:
- If the customer is found, the Virtual Agent greets them by name (e.g., “Hello, John!”).
- If the customer is not found, the Virtual Agent asks for customer details (e.g., name, account number).
Data Collection: If details are collected, they are saved in the CRM for future use.
Interaction Continues: The Virtual Agent processes the next steps.
Completion: The interaction concludes.

Why Use Tools?

Flexibility: Add new capabilities to your Virtual Agents without modifying the core system.
Automation: Automate repetitive tasks like booking, CRM lookups, and ticket logging.
Scalability: Easily connect with third-party tools or expand functionality with custom backends.

With OVA Tools, you can streamline customer interactions, integrate with major CRMs, and simplify backend operations, making your Virtual Agents smarter and more efficient