Docs Custom IntegrationsReal-World Examples

Real-World Examples

Detailed examples showing how AI agents use integrations during customer interactions.

🎫

Customer Support - Creating a Ticket

AI identifies customer, gathers issue details, creates support ticket

Caller phones in from +1 (555) 234-5678

→ AI calls lookup_customer with phone=+15552345678
→ Returns: { name: "Mike Chen", email: "[email protected]", company: "TechCorp" }

AI:"Hi Mike! Thanks for calling TechSupport. How can I help you today?"

Caller:"Yeah, I've been having issues with my dashboard. It keeps showing an error when I try to export reports."

AI:"I'm sorry to hear that. Let me create a support ticket for you. Can you tell me what error message you're seeing?"

Caller:"It says 'Export failed: timeout error' every time I try."

AI:"Got it. And how long has this been happening?"

Caller:"Started yesterday afternoon."

→ AI calls create_ticket with:
  subject: "Dashboard export timeout error"
  description: "Customer reports timeout error when exporting reports. Started yesterday afternoon."
  priority: "medium"
→ Returns: { ticket_id: "TKT-4521", status: "open" }

AI:"I've created ticket TKT-4521 for you. Our technical team will investigate the export timeout issue and get back to you within 24 hours at [email protected]. Is there anything else I can help with?"

💰

Sales Inquiry - Creating a Lead

AI captures prospect info, qualifies interest, creates CRM lead

Caller phones in from +1 (555) 876-5432 (not in system)

→ AI calls lookup_customer → No results found

AI:"Hi, thanks for calling Acme Software! How can I help you today?"

Caller:"Hi, I saw your product online and wanted to learn more about pricing for teams."

AI:"I'd be happy to help! Our team plans start at $29 per user per month. Can I get your name so I can send you more details?"

Caller:"Sure, I'm Jennifer Walsh from Retail Solutions."

AI:"Great to meet you, Jennifer! How many team members would you be looking to set up?"

Caller:"We have about 50 people in our sales department."

AI:"Perfect! For 50 users, you'd qualify for our Business tier with volume discounts. What's the best email to send pricing details?"

Caller:"[email protected]"

→ AI calls create_lead with:
  name: "Jennifer Walsh", company: "Retail Solutions"
  email: "[email protected]", phone: "+15558765432"
  notes: "Interested in Business tier for 50 users (sales dept)"
→ Returns: { lead_id: "LD-8834" }

AI:"Thank you, Jennifer! I've noted your interest and our sales team will send you a custom quote for 50 users within the hour. They'll also reach out to schedule a demo if you're interested. Is there anything else you'd like to know?"

📦

Order Status - Tracking Lookup

AI looks up order, provides shipping status and tracking info

→ AI auto-identifies customer: Sarah Johnson (verified customer)

AI:"Hi Sarah! Welcome back to ShopFast. What can I help you with today?"

Caller:"I ordered something last week and haven't received it yet. Can you check where it is?"

→ AI calls get_recent_orders
→ Returns: [{ order_id: "ORD-99281", date: "Jan 18", status: "in_transit", tracking: "1Z999AA10123456784", carrier: "UPS", items: ["Wireless Headphones"] }]

AI:"I found your order from January 18th for the Wireless Headphones. It's currently in transit with UPS. Would you like the tracking number?"

Caller:"Yes please!"

AI:"The tracking number is 1Z999AA10123456784. According to UPS, it's scheduled for delivery tomorrow by end of day. Would you like me to send this tracking info to your email as well?"

Caller:"That would be great, thanks!"

→ AI calls send_tracking_email with customer_id and order_id

AI:"Done! I've sent the tracking details to [email protected]. Is there anything else I can help with?"

✏️

Account Update - Changing Address

AI verifies identity, confirms changes, updates customer record

→ AI auto-identifies customer: David Park

AI:"Hi David! How can I help you today?"

Caller:"I just moved and need to update my shipping address."

AI:"I can help with that. For security, can you please confirm the ZIP code currently on your account?"

Caller:"90210"

→ AI calls verify_identity → Match confirmed ✓

AI:"Thank you, David. Verified! What's your new address?"

Caller:"742 Evergreen Terrace, Springfield, IL 62704"

AI:"Let me confirm: 742 Evergreen Terrace, Springfield, Illinois, 62704. Is that correct?"

Caller:"Yes, that's right."

→ AI calls update_customer with new address fields
→ Returns: { success: true }

AI:"Your address has been updated. All future orders will ship to your new Springfield address. Is there anything else I can help you with?"

💳

Billing Question - Invoice Inquiry

AI retrieves invoice, explains charges, offers to email receipt

→ AI auto-identifies customer: Rachel Green (verified)

AI:"Hi Rachel! How can I help you today?"

Caller:"I saw a charge on my card for $149 and I'm not sure what it's for."

→ AI calls get_recent_invoices
→ Returns: [{ invoice_id: "INV-2024-0892", amount: 149.00, date: "Jan 20", description: "Pro Plan - Annual Renewal", status: "paid" }]

AI:"I can see that charge. On January 20th, your Pro Plan annual subscription renewed for $149. This is your yearly renewal - you originally signed up on January 20th last year."

Caller:"Oh right, I forgot it was annual. Can you send me a receipt for my records?"

→ AI calls send_invoice_email with invoice_id

AI:"I've sent the invoice to [email protected]. It includes all the details for your records. By the way, your next renewal will be January 20th next year. Would you like me to set a reminder email before then?"

Caller:"Yes, that would be helpful!"

→ AI calls set_renewal_reminder

AI:"Done! You'll receive a reminder 7 days before your next renewal. Is there anything else I can help with?"

📅

Appointment Booking - Scheduling a Demo

AI checks availability, books slot, sends calendar invite

Caller:"Hi, I'd like to schedule a product demo."

AI:"I'd be happy to help you schedule a demo! Let me check our availability. What day works best for you - this week or next week?"

Caller:"Next week would be better, maybe Tuesday or Wednesday."

→ AI calls get_availability for next Tue/Wed
→ Returns: ["Tue 10am", "Tue 2pm", "Wed 11am", "Wed 3pm"]

AI:"For next week, I have openings on Tuesday at 10 AM or 2 PM, and Wednesday at 11 AM or 3 PM. Do any of those work for you?"

Caller:"Wednesday at 11 works perfectly."

AI:"Great choice! Can I get your name and email for the calendar invite?"

Caller:"Alex Martinez, [email protected]"

→ AI calls book_appointment with:
datetime: "Wed Jan 29 11:00 AM", name: "Alex Martinez"
email: "[email protected]", type: "product_demo"
→ Returns: { booking_id: "BK-3392", meeting_link: "https://meet.example.com/demo-3392" }

AI:"You're all set, Alex! Your demo is booked for Wednesday, January 29th at 11 AM. I'm sending a calendar invite to [email protected] with the video meeting link. Our product specialist Sarah will be leading the demo. Is there anything specific you'd like her to cover?"

Caller:"Yes, we're mainly interested in the reporting features."

→ AI calls add_booking_notes with note about reporting focus

AI:"Noted! I've added that to Sarah's briefing so she'll come prepared to show you our reporting capabilities in depth. Looking forward to the demo! Is there anything else I can help with today?"

Identity Verification

Troubleshooting