Integrations

Connect Converse to your existing CRM, helpdesk, data warehouse, or any other system using webhooks, HTTP tools, or MCP servers.

Webhooks (Outbound Events)

Configure webhooks to receive real-time notifications when events occur. Your endpoint receives a POST with a signed JSON payload within milliseconds. Webhooks support HMAC-SHA256 signature verification.

Call events

• call.started — A new call session began. Includes caller number, agent ID, channel.
• call.answered — Outbound call was answered by the contact.
• call.completed — Call finished. Includes transcript, summary, sentiment, duration, engagement score.
• call.no_answer — Outbound call was not answered.
• call.voicemail — Voicemail detected (if AMD enabled).
• call.failed — Call failed (network error, provider issue).
• call.escalated — Call escalated to human handoff queue.

Campaign events

• campaign.started — Campaign transitioned to running.
• campaign.paused — Campaign paused (manual or auto-pause from low health).
• campaign.completed — Campaign finished or reached its goal.
• contact.interested — Contact scored 70+. Includes score, summary, contact data.
• contact.not_interested — Contact scored below 40.
• contact.callback_requested — Contact asked for a callback.
• score.updated — Engagement score changed. Includes new score and factor breakdown.
• goal.reached — Campaign reached its configured goal target.
• health.low — Campaign health dropped below threshold.
• budget.exhausted — Campaign budget used up. Auto-paused.

CRM events

• contact.created — New contact auto-created from call/message.
• deal.created — Deal created (manually or by campaign outcome).
• deal.stage_changed — Deal moved to a new pipeline stage.
• lifecycle.changed — Contact lifecycle advanced (lead → MQL → SQL).

Automation Workflows

Event-driven automation that triggers actions across your stack when specific things happen:

• Trigger: Any webhook event (call completed, campaign finished, score changed, etc.)
• Conditions: Filter by sentiment, score threshold, keywords, agent, or channel.
• Actions: Send Slack message, create task, update CRM, send email, call API, add tag.

Example workflows:

• Negative sentiment call → Slack alert to manager + tag contact "at-risk"
• Campaign contact scored 80+ → Create deal + assign to sales rep + send intro email
• Call lasted > 5 min with positive outcome → Create follow-up task due in 24h
• 3 consecutive negative calls in campaign → Auto-pause + alert

HTTP Tools (Agent actions)

Your agents can call any HTTP endpoint mid-conversation. This is the primary way to integrate with CRMs, databases, and business systems. See Knowledge & Tools for full configuration details.

Common use cases

• Look up a customer record in your CRM by phone number
• Check order status or inventory
• Book an appointment in your calendar system
• Submit a support ticket
• Verify identity or account status
• Send data to your analytics pipeline

Example: CRM lookup

{
  "name": "get_customer",
  "type": "http",
  "http_method": "GET",
  "http_url": "https://crm.example.com/customers?phone={{caller_phone}}",
  "http_headers": { "Authorization": "Bearer {{api_token}}" },
  "description": "Look up customer record by phone number at the start of a call",
  "when_to_use": "When the call starts, look up the customer's name and account status"
}

MCP Servers

Model Context Protocol (MCP) is an open standard that lets you connect any MCP-compatible server to your agents. This is the most powerful integration option — a single MCP server can expose dozens of tools.

Popular MCP servers provide access to:

• Databases (read/write SQL)
• File systems and document stores
• Third-party APIs (GitHub, Slack, Google Workspace)
• Custom internal tools and microservices

See Knowledge & Tools → MCP Servers for setup instructions.

Data isolation

All integrations — HTTP tools, webhooks, and MCP servers — are scoped to your organization. One organization's tools cannot be accessed or triggered by another organization's agents. This is enforced at both the application and database levels.