CRM & Ticketing Integrations — Salesforce, HubSpot, ServiceNow, Zendesk
Connecting your CRM and ticketing platforms provides Omniflow AI agents and human operators with real-time customer context: account tier, contract ARR, open incidents, and deal history. Omniflow also writes back automatically — conversation transcripts, sentiment analysis, and action items become native activities on the remote customer record.
Supported Platforms
| Platform | Mode | Realtime Tools Exposed |
|---|---|---|
| Salesforce (Sales & Service Cloud) | Bidirectional | lookup_account, lookup_contact, create_lead, update_case, create_task |
| HubSpot | Bidirectional | lookup_contact, lookup_company, create_deal, update_ticket, create_engagement |
| ServiceNow | Bidirectional | lookup_incident, create_incident, update_incident_status, query_kb_article |
| Zendesk | Bidirectional | lookup_user, create_ticket, append_private_comment, update_priority |
| Pipedrive | Read / Write | lookup_person, lookup_deal, create_activity |
Other enterprise CRMs can be integrated via the Custom OpenAPI & Webhooks connector.
Connection & OAuth2 PKCE Flow
Omniflow connects using standard OAuth2 PKCE authorization with workspace-scoped token storage:
1. Open Integrations
Navigate to Settings → Integrations → (Your CRM) → Connect.
2. Choose Environment
Select Production or Sandbox. Testing in Sandbox allows you to verify tool execution without impacting production customer records.
3. Authorize Permissions
You will be redirected to the provider’s OAuth consent screen. Use a dedicated enterprise integration service account rather than an individual employee’s login.
4. Object & Field Mapping
Map remote CRM fields to Omniflow standard attributes (full_name, email, phone, company_name, account_tier, vip_status). Custom CRM properties are automatically exposed as indexed metadata tags.
5. Configure Write-Back Behavior
Choose which events trigger write-backs:
- Conversation Resolved: Creates an Activity with an AI-generated call summary and key takeaways.
- Ticket Escalated: Opens an Incident in ServiceNow or Case in Salesforce with full multi-turn transcript and sentiment scores.
- CSAT Survey Submitted: Logs survey rating directly to customer feedback properties.
Using CRM Data in AI Agents
When enabled for an AI agent in Agent Studio, the agent dynamically retrieves context or executes writes:
Customer: "I want to check the status of my return ticket INC0048291."
Agent Tool Call: servicenow_lookup_incident(number="INC0048291")
Tool Result: { status: "Shipped", tracking: "1Z9999999999999999", eta: "Tomorrow" }
Agent Response: "Your return package has shipped and is scheduled to arrive tomorrow. Here is your tracking number: 1Z9999999999999999."Tools respect provider-side Role-Based Access Control (RBAC). The integration service account’s permissions enforce what data can be viewed or updated.
Automated OAuth2 Token Refresh
The background token manager proactively refreshes expiring OAuth tokens every 45 minutes using INTERNAL_OAUTH_SIGNING_SECRET. If a customer revokes credentials in their CRM portal, Omniflow immediately alerts workspace administrators via email and in-app notifications.
Related Documentation
| If you want to… | Read |
|---|---|
| Bind CRM tools to an agent | Tools & Actions |
| Automate routing based on CRM VIP status | Routing Rules |
| Build custom API actions | Custom API & Webhooks |