--- title: "Integrator Overview" description: "Full guide for ConnectiveOne integrators. From first scenario to Action Jail, Custom Data, Fast Line Pro, and system configuration." --- # Integrator Overview Overview of capabilities for integrators — specialists who configure chatbots, channels, and integrations in the ConnectiveOne interface. > **Practice:** follow the [Implementer hands-on training track](/en/learn/implementer/training/index.md) — self-paced Use Cases from an FAQ bot to an integrated scenario. --- ## 1. Introduction and Overview For **integrators** — you work in the ConnectiveOne product interface. What can you do? - **Create chatbots** for various messengers (Telegram, Viber, Facebook Messenger) - **Build scenarios** with logic, conditions, and data storage - **Integrate with external APIs** (CRM, ERP, services) - **Use Action Jail** for custom logic - **Work with Custom Data** — schemas, import, use in scenarios - **Configure AI agents** (Fast Line Pro) for automated responses ### ConnectiveOne Capabilities for Bot Creation ConnectiveOne allows you to: - Connect **native channels**: Telegram, Viber, Facebook, Instagram, WhatsApp, web widget - Launch scenarios via **webhook**, **internal events**, **schedule** - Call **external APIs** via action `action_send_request` - Store data in **Custom Data** and **Registered Users** - Connect **operator panel** for transferring dialogs to humans - Use **Fast Line Pro** for AI responses based on knowledge bases Expected result: **configured bot with custom action blocks**. Typical project includes: phone registration, CRM lookup via API, operator handoff by segment, FAQ (buttons or Custom Data), complaint logging with notification, and Fast Line Pro when the operator queue is full. - [Scenario Builder — integrator hub](/en/scenariobuilder/integrator-hub.md) --- ## 2. Preparation Integrator works in the ConnectiveOne interface — everything in the browser. ### What You Need - **Browser** — Chrome, Firefox, or Edge - **ConnectiveOne access** — instance URL (`https://yourinstance.connectiveone.io`) - **Account** — login and password from administrator - **Integrator role** — access to Scenario Builder, Action Jail, Settings (channels, Custom Data, Fast Line Pro) **Important:** If you don't see the required module in the menu — contact the administrator. - [Configure roles](/en/settings/how-to/configure-roles.md) - [Create and edit users](/en/settings/how-to/create-edit-users.md) --- ## 3. Channels and Tokens ConnectiveOne supports messengers, email, website widget, and other channels. For each channel you need to obtain a token or access key from the respective platform, then specify it in ConnectiveOne: **Settings → Bots → select bot → Channels**. ### Messengers | Channel | Instruction | |---------|-------------| | Telegram | [Connect Telegram](/en/channels/how-to/connect-telegram.md) | | Viber | [Connect Viber](/en/channels/how-to/connect-viber.md) | | WhatsApp | [Connect WhatsApp](/en/channels/how-to/connect-whatsapp.md) | | WhatsApp (Maytapi) | [Connect WhatsApp via Maytapi](/en/channels/how-to/connect-whatsapp-maytapi.md) | | Facebook Messenger, Instagram | [Connect Facebook Messenger and Instagram](/en/channels/how-to/connect-facebook-messenger-instagram.md) | ### Email | Channel | Instruction | |---------|-------------| | Gmail | [Connect Gmail](/en/channels/how-to/connect-gmail.md) | | Outlook | [Connect Outlook](/en/channels/how-to/connect-outlook.md) | ### Website Widget [Connect widget to website](/en/channels/how-to/widget/setup-widget-on-website.md) — insert widget code on site, configure domains. [What is widget](/en/channels/explanation/what-is-widget.md). - [Channels — integrator hub](/en/channels/integrator-hub.md) — all channel instructions --- ## 4. Building Your First Scenario A scenario is a sequence of blocks (nodes) that the bot executes during dialog with the user. In Scenario Builder you build logic visually. - [Processes and scenarios](/en/learn/scenario-builder/processes-and-scenarios.md) — Scenario Builder overview and working with scenarios ### Basic Block Types | Task | Block | |------|-------| | Send text or menu | Message with buttons | | Collect user input | Input wait | | Branch by condition | Router | | Go to another section | Exit point → Entry point | | Connect operator | Operator connection | | Execute action (API, logic) | Action | ### Mind Map Before Creation Describe the dialog flow, identify branching points, mark external calls (API, operator, Custom Data), draw a diagram on paper or in Miro/Figma. ### Text Blocks and Buttons **Message with buttons** — main block. Placeholders supported: `{{user_name}}`, `{{variable}}`. After `registered_users__get` or `custom_modules__get` nodes, data is stored in state — access via `{{field_name}}` or `{{constants.key}}`. ### Practice Open Scenario Builder → add Start, MessageKeyboard, Router → connect → run test via Runs → Chat preview. - [Create scenario](/en/scenariobuilder/how-to/create-scenario.md) - [Test scenario](/en/scenariobuilder/how-to/test-scenario.md) - [Use action in scenario](/en/scenariobuilder/how-to/use-action-in-scenario.md) ### Sections and Aliases Sections allow splitting a large scenario into logical blocks. Aliases — unique names for entry points for API calls. #### Creating a Section In Scenario Builder left panel: "Add section" → enter name. Each section has its own nodes and entry/exit points. #### Exit Point Node completes the current section and returns control to another. Configure transition — select target section and entry point (Alias). #### Alias for External Calls Alias — unique entry point name. External systems can call the section by alias (webhook, API). Call data available via `{{user_input}}`, `{{user_name}}`. - [Create section](/en/scenariobuilder/how-to/create-section.md) --- ## 5. Action Blocks and Action Jail ### Standard Actions Action blocks perform actions: API call, data storage, operator connection. In the Action node select the required action from the list. | Action | Purpose | Documentation | |--------|---------|---------------| | `action_send_request` | External API call (CRM, ERP) | [Actions reference — Send Request](/en/actionjail/reference/actions-reference.md#core-actions-63) | | `registered_users__get` / `registered_users__set` | Get and store user data | [Actions reference — Registered Users](/en/actionjail/reference/actions-reference.md#registered-users-3) | | `operator_panel__connect_to_operator_with_msg` | Operator connection | [Actions reference — Operator Panel](/en/actionjail/reference/actions-reference.md#operator-panel-4) | | `custom_modules__get` / `custom_modules__set` | Custom Data operations | [custom_modules__set](/en/customdata/how-to/use-custom-modules-set.md), [custom_modules__get](/en/customdata/how-to/use-custom-modules-get.md) | | `action_fastline_pro` | AI agent call | [Use action_fastline_pro](/en/fastlinepro/how-to/use-action-fastline-pro.md) | - [Actions reference — all actions](/en/actionjail/reference/actions-reference.md) ### Action Jail — Writing Custom Actions When standard actions are insufficient — create your own in JavaScript. Menu → Action Jail. Code is edited in the interface: built-in editor, AI code generation, testing before connecting to scenario. **Purpose:** extend logic, complex conditions, CRM/ERP integration with non-standard requirements. **Token storage:** don't store tokens in code. Use Instance Settings → pass in node parameters as `{{instance_settings.integration_api_token}}`. **Practice:** create action (AI generation helps) → test in "Testing" section → add to scenario. - [How to create and maintain action in Action Jail](/en/actionjail/how-to/admin-manage-actions.md) --- ## 6. Operator Panel Integrator configures dialog distribution logic and transfer between operators. - [Operator overview](/en/learn/operator/operator-overview.md) — operator panel overview ### operator_panel__connect_to_operator_with_msg Action This action creates a chat room in the operator panel and connects the user to an operator. Add Action node → select `operator_panel__connect_to_operator_with_msg`. **Main parameters (JSON config):** - `subject_alias` — dialog topic (matches topic in Settings). Required for filtering and distribution. - `auto_connect_operator: true` — automatically connect free operator. Without this, dialog goes to "Unassigned" folder, operator must take it manually. - `status: "queue"` — add dialog to waiting queue (queue folder) when all operators are busy. **Events (edges from node):** - `success` — chat created / customer connected (check in Runs). Continue the scenario (e.g., send “You are connected to an operator”). - `limit` — all operators busy or none available. **Must** add a limit branch: waiting message, queue, or Fast Line Pro while the customer waits. - `error` — chat creation failed. Show a clear failsafe message (not silence). **Important:** for auto-connect, enable in operator panel: Menu → Operator Panel → settings → "Auto-connect free operator to new dialog". ### Distribution by Client Segment Operator fills segment field in client card. Configure skill groups according to segments, use conditions for transfer to appropriate skill group. - [Connect chat to operator](/en/operatorline/explanation/connect-chat-to-operator.md) — detailed guide with examples - [Auto-connect free operator](/en/operatorline/explanation/auto-connect-free-operator.md) - [Configure operators](/en/settings/how-to/configure-operators.md) --- ## 7. Custom Data — Data Storage **Custom Data** — module for creating tables with custom fields. This is **data storage**: complaints, FAQ, directories, product cards. Integrator creates models, bot or operator stores and reads data via actions. ### Creating a Model Custom Data → create model (e.g., `complaints`, `faq`, `shops`) → add fields (text, number, date, boolean, JSON) → configure list and form display. ### Use in Bot Scenarios `custom_modules__set` — create/update record. `custom_modules__get` — get by ID. `custom_modules__search` — search with autocomplete. ID after set is stored in state — access via `{{constants.complaint_id}}`. ### CSV Import and Ask AI Custom Data supports CSV/XLS import and v2 wizard (Google Sheets). **Ask AI** on the create-model screen prefills ConnectiveOne Instance Agent (replaces legacy AI Magic). - [Custom Data integrator hub](/en/customdata/integrator-hub.md) - [Create model](/en/customdata/how-to/create-model.md) --- ## 8. Macros — Operator Quick Actions **Macros** are buttons in the operator dialog that launch a ready scenario with one click. Example: "Check deposit status" — operator enters client ID, system checks in CRM and returns result. Instead of switching to other systems — everything in one window. ### How to Make a Section a Macro 1. **Scenario Builder** → open bot (or create new) → add section with required logic (messages, actions, conditions). 2. **Click on section** → section parameters modal opens. 3. **Enable "Used as macro"** — panel for configuring variables appears. 4. **Configure macro variables** — input parameters operator enters when launching (e.g., `order_id`, `customer_phone`). Available in scenario via `{{variable_name}}`. 5. **Save** — section becomes a macro. ### Where to Connect Macros to Operator Panel **Settings → Operator Panel → Settings for all operators** (`/settings-page/op-settings/operators`). In **"Service Processes (Copilot / Process)"** section select bot with macros in **"Process macro"** field. Operators will see "Launch macro" button in dialog. Alternative: in **specific bot settings** (Settings → Bots → select bot) you can specify bot for macros — then macros are available only in that bot's dialogs. ### Connection with Custom Data One of macro steps can be "write to Custom Data" — e.g., after "Complaint closed" operator automatically fills fields in complaints table. - [Processes and scenarios](/en/learn/scenario-builder/processes-and-scenarios.md) - [Process library](/en/scenariobuilder/explanation/what-is-process-library.md) --- ## 9. Fast Line Pro **Fast Line Pro** — module for AI agents with knowledge bases. Responses are generated based on uploaded documents and prompt. Module: **Menu → Fast Line Pro**. ### Key Concepts **Agent** — AI model with a prompt and an optional knowledge base. **Knowledge base** — a collection of documents (TXT, PDF, DOCX, HTML, CSV). The system finds relevant fragments and generates a response. ### Creating an Agent Fast Line Pro → create agent (Chatbot or Agent with tools) → configure prompt → add variables → connect knowledge base → select model (GPT-5, Gemini Flash, Claude). ### Knowledge Base Create dataset → upload documents (max 15 MB) → configure chunking and search. Phrase variation creation can take long — for testing use small files. ### action_fastline_pro In Action node select `action_fastline_pro` → specify `agent_name`, `user_input`, `save_response`. Response available via `{{ai_answer}}`. In agent settings you can set escalation conditions to operator. - [Fast Line Pro — integrator hub](/en/fastlinepro/integrator-hub.md) — all instructions - [Create chatbot](/en/fastlinepro/how-to/create-chatbot.md) - [Create agent](/en/fastlinepro/how-to/create-agent.md) - [Create knowledge base](/en/fastlinepro/how-to/create-knowledge-base.md) - [Use action_fastline_pro](/en/fastlinepro/how-to/use-action-fastline-pro.md) --- ## 10. Broadcasts **Broadcast** — mass sending of messages to channels (Telegram, Viber, Widget). Requires: template (scenario/section), audience (client filter), schedule. Module: **Menu → Broadcast**. Creation: Broadcast module → new broadcast → select scenario → configure audience → launch. Limitations: broadcasts work within existing scenarios, there are technical limits. - [Broadcasts — integrator hub](/en/broadcast/integrator-hub.md) — topics, auto-subscriptions, limits - [Broadcasts — operator hub](/en/broadcast/operator-hub.md) — creation and launch - [Create broadcast](/en/broadcast/how-to/create-broadcast.md) - [Create broadcast template](/en/broadcast/how-to/create-broadcast-template.md) --- ## 11. System Configuration Integrator configures roles, operator panel, and instance parameters. ### Roles and Access Settings → Roles. Roles created: operator, supervisor, admin, integrator. For each role configure module access permissions (view, edit, delete). Integrator needs access to Scenario Builder, Action Jail, Custom Data, Fast Line Pro, Settings. ### Operator Panel Configuration **Settings → Settings for all operators** (`/settings-page/op-settings/operators`) — central section for operator panel. Here configure: skill groups, topics, operator and dialog statuses, timers (TFR, TTC), quick replies, macros (Process macro), folder and filter display, chat and ticket settings. ### Instance Parameters Instance Settings, calendars, Client fields, files. - [Supervisor — operator panel settings hub](/en/settings/supervisor-hub.md) — all operator panel instructions - [Configure system settings](/en/settings/how-to/configure-system-settings.md) — op-settings overview - [Configure roles](/en/settings/how-to/configure-roles.md) - [Configure operators in chats](/en/settings/how-to/configure-operators.md) - [Configure instance](/en/settings/how-to/configure-instance.md) - [Admin Hub](/en/settings/admin-hub.md)