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Agent Training Info & Integration Credentials

Integration Details — Connect Your Business Tools

Written By Anand Raj

Last updated 3 months ago

Integration Details is where you connect the business tool that runs your day-to-day operations (EHR, CRM, scheduling, etc.) to the AI receptionist. This is what lets the agent actually do things like book appointments, look up patients, or push call summaries into your existing software.

What to fill in

  • Integration — the business system you want the agent to talk to (e.g. Tebra, AdvancedMD, JaneApp, your EHR, your CRM, your scheduling tool). Note: integration choice is set during Stage 1 and cannot be changed here — only the credentials are entered now.

  • Credentials — paste the fields required by the selected integration (e.g. API Username, API Password, Office Key, App Name, Subdomain — the exact fields depend on the integration you picked).

How to generate credentials

Each integration has its own steps to generate credentials. Click View Documentation next to the credentials field — it opens the exact instructions for the integration you picked (where to log in, which menu, how to scope the key, what to paste here).

If you get stuck generating credentials, reach out to support using the chat icon in the bottom-right corner. The Agency's support team can walk you through your specific integration.

Validate your credentials

Once you've pasted the credentials, click Validate Credentials. One of three things happens:

  • Validating Your Credentials — the system is currently checking your credentials against the integration. You can leave this running; a message appears telling you "You can validate later, this won't block you from moving to the next step."

  • 401 — Authentication failed — the credentials didn't work. A red banner appears: "Integration authentication failed. Please check your credentials and update." Fix the fields (typos, wrong key, wrong scope) and click Validate Credentials again.

  • Credentials Submitted for Review — some integrations can't be auto-validated. You'll see: "Your credentials have been received. Our team will validate this integration during onboarding setup." Nothing more is needed from you at this step.

Validation is not required to move forward — you can continue with the rest of the onboarding form and come back to fix credentials later.

Post-configuration fields

Once your credentials are validated, the post-configuration fields for your selected integration appear right below. Fill in the configuration details as displayed — the exact fields depend on the integration you connected (for example, event types, provider mappings, or default modes). These fields only show up after successful validation, so you always know what's applicable to your specific integration.

Why this matters

Without valid integration credentials, the agent can talk to callers but it can't book, look up, or update anything in your business systems. Capabilities like Appointment Booking only work once the integration is connected and validated.

Frequently Asked Questions

No. Integration is picked once during Stage 1 (Business Industry & Integration) and can't be changed at this step. If you picked the wrong one, contact the Agency before submitting.

Open View Documentation — it shows the exact steps for your integration. If you don't have admin access to generate keys, ask whoever manages that tool at your business.

No. Validation is optional at this step — you can continue filling out the rest of the form and come back later. That said, validating now catches wrong credentials early instead of at go-live.

Some integrations can't be auto-validated by the system. In that case your credentials are stored and the Agency's team will validate them manually during onboarding setup.

Double-check every credential field for typos, extra spaces, or the wrong environment (sandbox vs production). Regenerate the key from your integration's portal if needed, paste again and click Validate Credentials.

Yes. Credentials are stored securely with your business profile and only used to perform the actions you've enabled in Agent Capabilities.

The Agency will let you know during the Kickoff Call which integrations are supported. If yours isn't available, the agent can still go live with manual workflows (notes, SMS notifications) until a custom integration is built.

Yes. Integration credentials are editable from the Business Portal under Integrations after go-live.

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