Set up an integration

In short: You set up every connection with a system of yours, for example a webshop, warehouse system, case system or planning system, under Organisation > Plugins. You click the card of the integration, decide who the connection applies to, fill in the details of your system (or sign in to that system) and save. After that you manage every connection under Connected accounts.

Where to find this

Go to Organisation > Plugins. Click the card of the integration you want to set up. You arrive on the page of that integration, with its name as the title, the active version below it, the icon and the explanation that belongs to the integration. Back takes you to the overview.

Who: from the Organisation admin role upwards. By default a connection applies to the organisation in which you create it. In an account with several organisations, an Account admin can share a connection with the whole account.

Which integrations are available differs per account. Is the integration you are looking for not there? Contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl.

The connection form

If there is no connection yet, the Connect {name} form is on the page straight away, with the explanation Enter the provider account details and test the connection before saving. If there already is a connection, first click Connect another {name} at the top right of the Connected accounts block.

You need the details of the system itself: an address, an API key, a token or a sign-in, depending on what the system asks for. You take those details from the system itself or request them from its supplier. aishaa cannot look them up for you.

1. Under Available to, choose whether the connection applies to This organisation only or to Every organisation of the account. You only see this choice in an account with several organisations, if you are an Account admin and if the integration leaves the choice open. If the integration always applies to the whole account, you see This plugin is connected for the whole account: the connection is available in every organisation. instead.
2. Under Connection method, choose how aishaa connects to your system. This drop-down list is only there if the integration offers more than one method. Below the list, a short explanation of the chosen method appears where needed.
3. Under Name, enter a recognisable name for this connection, for example the name of the account in your system. This field is required.
4. Fill in the fields the integration itself asks for.
5. Finish with Test connection and Save, or with Connect with {name}. Which buttons you see depends on the connection method.

The connection form on a plugin page (menu Organisation > Plugins, click a card) with Available to, Connection method, the Name field, the fields of the integration itself and the Test connection and Save buttons.

The fields differ per integration

After Name come the fields the integration itself specifies. Every integration determines its own fields, labels, explanations and which fields are required. So there are no fixed fields in aishaa: for one integration you fill in an address and an API key, for another a customer number, a token and a switch.

What you do come across every time:

Below a field is the explanation that belongs to that field, if the integration supplies one. If you do not know which value belongs somewhere, look it up in your system or ask the supplier of that system.

Connection methods

Test connection and Save

With Manual with keys you finish like this:

1. Click Test connection. If the connection works, you see The connection works!. If it does not, you see Failed to connect: with the reason after it.
2. Click Save. The connection then appears under Connected accounts.

With an error message there is sometimes Reference: with a code. Mention that code if you contact the aishaa team; it makes the problem quicker to find.

Cancel closes the form without saving. That button is only there if a connection already exists.

Signing in to your system

With the connection methods Sign in with your account and Admin approval there is one button: Connect with {name}. You are sent to your system to sign in or give permission, and you come back to aishaa with a message.

Managing connected accounts

Every connection appears as a card under Connected accounts, with the name you gave it and the Connected chip.

• Manage expands the details. There you see the Version the connection works with.
• The three-dot menu next to the connection holds Disconnect, and in an account with several organisations also Share with the whole account or Restrict to this organisation.
• In an account with several organisations, the card shows the chip Account-wide or the name of the organisation the connection applies to.
• Below the card are the settings of the connection: Customer records, and, if the integration offers them, Catalogues and Actions. See Plugin settings: customer data, catalogues and actions.
• If you may decide yourself which records and actions this integration offers, the Own wiring button appears above Connected accounts. See Decide for yourself what a plugin offers.

A card under Connected accounts on the plugin page with the name of the connection, the Connected chip, the Manage button and the menu with Share with the whole account and Disconnect.

Adding another connection

You can set up the same integration several times, for example for a second account in your system or a separate account per brand. Click Connect another {name} at the top right of the Connected accounts block and fill in the form again. Give each connection its own name, so that you can tell them apart later. You cannot connect the same account of your system twice: you then see This provider account is already connected as {name}.

Sharing with the whole account

In an account with several organisations, an Account admin can share a connection with all organisations. Choose Share with the whole account in the menu of the connection. The connection then gets the Account-wide chip and is available in every organisation of the account. Restrict to this organisation reverses that. After the change you see The availability of the connection has been updated.

A connection that is shared with the whole account is read-only for everyone except an Account admin. Below the name it then says Shared across the entire account, with the explanation that only account administrators can change this. The drop-down lists under Customer records, Catalogues and Actions cannot be changed then, and the menu with Disconnect is missing.

Sharing does not work if another organisation already has its own connection with the same account of your system. You then see The connection cannot be shared: {organisation} still has its own connection with the same provider account. Disconnect it there first.

For some integrations the availability is fixed. You then see The availability of this plugin’s connections is fixed and cannot be changed. If an Organisation admin tries to change a shared connection, Only account administrators can manage connections that are shared with the whole account. appears.

Reconnect required

With a connection through Sign in with your account or Admin approval, the permission in your system can expire or be withdrawn. The connection then gets the Reconnect required chip and, next to it, the Reconnect button. Click that button and sign in to your system again. Until then, aishaa cannot retrieve any data from that system.

With a connection that is shared with the whole account, only an Account admin can reconnect.

Disconnecting

Choose Disconnect in the menu of the connection. The connection disappears from the list and you see The plugin has been disconnected and data removed.

If the connection is shared with the whole account, aishaa first asks for confirmation with the Disconnect for the whole account? dialogue and the explanation that the connection is used by every organisation of the account and will no longer work in any of them afterwards. Click Disconnect to continue, or Cancel.

After disconnecting you no longer see records from that system on tickets, and aishaa can no longer use the data and actions of that system.

Good to know

• The fields you fill in are the details of your system, not of aishaa. Which ones you need is in your system or with its supplier.
• Keys and passwords are no longer shown after saving and cannot be changed. If a key changes in your system, disconnect the connection and create it again with the new details.
• A connection you create only applies to the organisation in which you create it, unless it is shared with the whole account.
• Which fields and catalogues an integration offers is fixed per integration. Which records and actions aishaa uses from it is also determined by aishaa per integration. Only for integrations where this is possible do you set it yourself with Own wiring; see Decide for yourself what a plugin offers.
• When your account connects a plugin for the first time, all agents of the account get the tools of that plugin as a skill. You then set per agent what an agent may do with each tool. See Plugin settings: customer data, catalogues and actions.
• You cannot build, upload or install integrations yourself in aishaa. Would you like a connection with a system that does not exist yet? Contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl. If you name a program in the onboarding for which there is no integration yet, that also counts as a request. When the integration is ready, you receive a message from aishaa and an email with the subject You can now connect (program). See Setting up aishaa with the onboarding.

Related

• Plugins: overview of the integrations
• Plugin settings: customer data, catalogues and actions
• Catalogues of a connection
• Records from connected systems on a ticket
• Skills
• Decide for yourself what a plugin offers
• Working with multiple organisations