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Integration tools are pre-built connectors that let your agent interact with external platforms without configuring raw API requests. Each integration comes with ready-made tools - like creating a ticket in Zendesk, updating a lead in Salesforce, or sending an SMS in Twilio - so you can connect your agent to the tools your team already uses.

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Available integrations

Voiceflow regularly adds new integrations based on customer demand. Need something we’re missing? Book a demo

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Setting up an integration

1

Connect to the provider

You can add, or connect an integration tools directly from within a playbook.
You can also add integration tools from within a workflow using the Integration step, or from the tools CMS tab. Integrations can be managed centrally in Settings → Integrations. Once a tool exists, you can reference it directly in your instructions.
2

Authenticate

Follow the OAuth flow or enter API credentials to connect your account. Each integration has its own authentication method.
3

Select tools

Choose which actions you want your agent to have access to. You don’t need to enable everything - only add what’s relevant to your use case.

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Using integration tools

There are two ways to use an integration tool:

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In a playbook

Add integration tool to a playbook’s Tools editor. The agent will call it autonomously when it determines they’re needed based on the conversation context, the tool’s description, and your playbook instructions. Give your tool a clear name and description - together they tell your AI agent what the tool does and when to use it. For extra guidance on when to call it, add that to your instructions.

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In a workflow

Drag an integration step onto the canvas and select the specific tool you want to run. Input variables are mapped explicitly in the step config - the agent doesn’t decide whether to call it, the workflow executes it at that point in the flow every time. Use this when the action is part of a fixed process - for example, always creating a Salesforce case after collecting a complaint, or always sending a confirmation email through Gmail after a booking is made.