When your conversations happen somewhere we do not have a ready-made integration, a custom connector bridges it: your system posts a message in, the agent answers, and the reply goes back out to you.
The same applies in the other direction. Workflows can call your endpoints, sync to your CRM and fire webhooks, so a conversation updates the systems that matter.
It is the escape hatch that stops “we use something unusual” from being the end of the conversation.
An endpoint and a shared secret, in both directions.
Inbound, your platform posts a message to an endpoint we give you, signed with a shared secret. The agent handles it exactly as it would a Slack message or a phone call, and the answer comes back for you to render wherever the conversation lives.
That is enough to put an agent inside an in-house support tool, a portal you built yourself, or a messaging platform nobody else integrates with.
Outbound, workflows can call your endpoints as a step: post to an API, sync a contact to your CRM, or fire a webhook when something happens that your other systems should know about.
Deliveries are retried rather than fired once and forgotten, because the endpoint being briefly down is the normal case, not the exception.
Both directions, with the plumbing handled.
The integration you need is always the one nobody has built.
Every platform lists the same integrations, and every business has at least one important system that is not on the list — an industry tool, something built in-house a decade ago, or a regional platform that never shows up on a logo wall.
Without a generic route, that one system is enough to stop the whole project.
A signed endpoint in each direction is deliberately unglamorous, and it is why the answer is rarely “we cannot connect to that”.
If the thing you need is common, there is probably a ready-made channel for it already — Slack, Telegram, Google Chat or Microsoft Bot Framework.
What people ask when their stack is unusual.
Post messages to the endpoint we give you, signed with a shared secret, and render the reply that comes back. If your platform can call a URL, it can carry the agent.
Yes. A workflow step can call your API, sync to your CRM or fire a webhook, so a conversation can update the rest of your stack.
Deliveries are retried rather than dropped, and you can inspect what was sent and what came back rather than guessing.
Connectors authenticate with a shared secret, and API keys can be issued and revoked independently.
No — those have ready-made channels. Custom connectors are for the systems nobody has built an integration for.
Yes. One agent and one knowledge base serve every channel, custom ones included. See AI agents.
Bring the system nobody else integrates with.
Book a short session, describe the tool you need the agent inside, and we will work out what connecting it actually involves — usually less than people expect.
