Connecting External Systems

Some teams need Anakin to work alongside existing systems such as CRMs, analytics tools, support desks, or fulfillment software. This guide explains how to plan those connections from an operations perspective.

---

1. Decide the Business Outcome

Start with the workflow, not the technology. Examples:

• Send qualified leads to sales.
• Create a support ticket when a visitor needs help.
• Add confirmed bookings to a team calendar.
• Send a summarized report to the owner inbox.

---

2. Choose the Handoff Point

Most integrations happen at one of three moments:

| Moment | Best For |

|--------|----------|

| Lead captured | CRM updates and sales follow-up |

| Booking confirmed | Calendar coordination |

| Conversation escalated | Support tickets or owner review |

---

3. Keep the Agent Instructions Clear

Tell the agent what should trigger the handoff and what information must be collected first. For example:

> When a visitor asks for enterprise pricing, collect name, email, company, team size, and timeline before creating a sales lead.

---

4. Test With Realistic Examples

Run through a few complete conversations before turning the workflow on:

1. A simple qualified lead.

2. A visitor with missing contact details.

3. A visitor who changes their mind.

4. A duplicate or returning visitor.

The goal is to make sure the handoff feels natural and your team receives useful, complete records.