Integrations

A connector is a live link between AINOW and one of your systems of record. Once it exists, Zoe can read from that system and — with approval — act in it: find the incident, summarize the ticket, open the case, update the record. Without a connector, Zoe can talk about your process but cannot see or touch anything in it. In the portal these live under Integrations in the left-hand navigation.

What the Integrations page shows

Each configured integration is a row with its Alias (the short name you gave it), Type, Instance, User, Status — Active or Inactive — and Health, which reads Healthy or Attention needed from a live probe against the system. You can re-run the probe, edit a row, or remove it from the same table.

Which integrations are available

The Add picker only lists integrations AINOW has made available to your organization, so what you see depends on your plan and on what has been enabled for you. Across the platform the connector types are:

• IT service management and help desk — ServiceNow, Zendesk, Freshdesk, Zoho Desk, ManageEngine, and Atlassian (Jira and Jira Service Management).
• CRM and sales — Salesforce, Microsoft Dynamics 365, and HubSpot.
• Microsoft and productivity — Microsoft 365 through Microsoft Graph, Microsoft Power BI, and Azure DevOps.
• Engineering and collaboration — GitHub and Slack.
• Documents, analytics and operations — DocuSign, Tableau, and Splunk.
• Platform integrations — web search, communications (email and SMS as governed actions), and custom HTTP integrations you define yourself.

If something you need is not in your picker, ask about it in a support case.

What each one enables Zoe to do

The detail differs by system, but the shape is consistent: read tools let Zoe find and summarize records, and write tools let Zoe prepare a change that a person approves before it runs.

• ServiceNow is the deepest integration. Zoe can search and open incidents, changes, problems, requested items and catalog tasks; read and update record fields and states; search the CMDB and the knowledge base; order from the service catalog; and create incidents with the right category, subcategory and contact type discovered from your own instance. It also feeds the work queue and the dashboard tiles described in Records, queue and approvals.
• Zoho Desk gives Zoe ticket search, ticket detail, ticket creation, internal notes, updates, and customer-facing email replies. Every write is previewed for approval first, and a customer-facing reply always requires an explicit tap.
• Microsoft 365 connects each person's own mailbox, calendar, tasks, Teams messages and files, which is what powers the briefing tiles — next meeting, meetings today, unread email, tasks due.
• Salesforce covers cases, opportunities, accounts and leads: find, preview, create, update, convert a lead, and run read-only queries across the org.
• Custom integrations turn your own REST API into connector tools without any code or deployment.

Separately, the Email Channels page binds a shared mailbox — for example support@yourcompany.com — to a Zoe persona with its own instructions, a server-enforced list of allowed tools, and a write policy. SIP Channels does the same for a phone number.

Setting one up

An administrator sets up an integration from the portal; nothing needs to be installed on your side beyond whatever account or app registration the target system requires.

1. Open Integrations and go to the add form at the bottom of the page.
2. Choose the Type from the picker.
3. Give it an Alias — a short name unique to your workspace, for example servicenow-prod.
4. Enter the instance details the form asks for, such as an Instance URL or site address.
5. Choose an Authentication mode. The options offered depend on the system: Username & password (Basic), Service impersonation (JWT), Per-user sign-in (OAuth), or Service credential (Self Client).
6. Fill in the credential fields for that mode and submit the form.

Every form field carries its own help text naming exactly where in the target system to find the value, so you can work through it with the vendor's admin console open beside the portal.

Optionally, an Identity map pairs AINOW users with their accounts in the target system, so an action runs as the right person. With Per-user sign-in (OAuth) you do not need one: each person connects their own account through a Connect button and a consent window, and the integration card shows whether they are connected and when they must re-authorize.

ServiceNow also offers an Inbound webhook — a URL, header and secret you paste into a ServiceNow Business Rule so changes stream into AINOW live. Regenerating the secret invalidates the old one, so update ServiceNow at the same time.

Credentials

Credentials cross the wire once when you register or edit an integration and are then held in AINOW's secret vault. The portal never displays a stored secret again: on the edit form, a blank secret field means "keep the current credential", and entering a new value rotates it. That is deliberately all there is to say about it here — if you need to know more for a security review, raise a support case.

Keeping integrations healthy

Health is measured, not assumed. If a row shows Attention needed, the probe could not reach the system or was refused — most often an expired credential, a revoked role, or a changed instance URL. Troubleshooting walks through what to check.