Why Integration Matters
Business software rarely lives alone. Sales, support, operations and communication need to sync — otherwise teams re-enter data, lose context and miss follow-ups.
Integration Methods
| Method | Setup | Customization | Best For |
| Native app (pre-built) | One-click, no code | Low | Standard flows like Salesforce/HubSpot sync where supported |
| REST API | Custom code | High | Custom objects, high volume |
| Webhooks | Config | Medium | Real-time events like call completed |
| Middleware (Zapier/Make) | No-code | Medium | Low volume, quick sync |
API Basics
APIs let one system request or push data to another (e.g., create contact, log call). They use REST endpoints, authentication (API key or OAuth), and rate limits. Plan for pagination and retry on 429/5xx.
Webhook Basics
Webhooks let a system push events when something happens (e.g., call.answered, call.completed, recording.available). Your system listens and updates records. Retries with exponential backoff handle failures.
Common Pitfalls
- Logging calls to the wrong contact due to duplicate numbers
- Not handling private/withheld numbers
- Over-permissioning integrations (requesting more scopes than needed)
- Hard-coding template IDs that get re-approved with new IDs
Decision Framework
- Is there a native app for your CRM? If yes and it covers your flow, use it.
- Do you need custom objects or high volume? Use REST API.
- Do you need real-time events? Add webhooks.
- Is volume low and speed important? Consider middleware.
Related Agilis capabilities
Frequently asked questions
What is the difference between native integration and API integration?
Native is pre-built, no code, limited customization; API is custom code, high control, requires development. Choose based on whether your flow is standard or custom.