Name the action before the integration.
Decide whether the workflow should answer a question, qualify a requirement or pass a brief to the right person.
Map the information needed.
Identify the business knowledge and fields required for that action. Avoid collecting information that does not help the workflow.
Confirm platform fit.
Connections are configured around access and platform capabilities. Start with a focused implementation and review its output.
A customer request reaches the right owner
A request contains useful details, but the business needs them in the place where follow-up happens. Define the destination and field mapping before the connection. Confirm platform access, what happens on failure and who maintains the workflow after launch.
- Input
- Conversation context and the fields the customer provided
- Destination
- An agreed person, team channel or business tool
- Mapping
- The summary and requirements the recipient needs
- Review
- Successful handover, incomplete information and fallback behaviour
Illustrative business scenario