Vivollo

Integration actions

Reach beyond Vivollo — call external APIs, update conversations, and act inside your connected help desk.

Integration actions let a flow reach outside Vivollo and act on the wider world — calling your own systems, updating the conversation's own record, and doing real work inside a connected help desk like Connexease. This is how the agent goes from talking to doing.

API Call

API Call makes an HTTP request to an external system and brings the response back into your flow. It's the universal connector — if a system has an API, your agent can reach it.

Reach for it when you need data from, or want to trigger something in, a system Vivollo doesn't integrate with directly — your own backend, a CRM, a shipping provider.

The settings

  • Method and URL — the kind of request (GET, POST, and so on) and where it goes.
  • Headers — for authentication and content type; values can include {{variables}}, so you can pass a captured email or a token.
  • Body — the data to send on POST/PUT/PATCH requests, also variable-aware.
  • Response mapping — pick fields out of the response and store them in variables for later steps (e.g. map data.status to an order_status variable, even from nested JSON).
  • Routing — one path on success, another on failure (a timeout or an error), so a hiccup in an external system never leaves the customer stranded.

Always wire up the failure path on an API Call. External systems go down, time out, and return errors — and when they do, you want the agent to say "I'm having trouble reaching that right now, let me get a teammate" rather than going silent.

Update Conversation

Update Conversation changes the conversation's own record inside Vivollo — its status, or its custom fields (metafields).

Reach for it when you want to set a status (active, on hold, resolved) or store information on the conversation for later steps, your team, or the AI to use.

The settings

  • Status — optionally move the conversation to a new state.
  • Metafields — set one or more custom fields by key and value (variable-aware).

Anything you store here becomes context the rest of the flow — and the agent — can read.

Connexease actions

If you've connected Connexease, a set of actions lets your flow do real work inside it — so the AI can triage and route in your help desk, not just send messages. These mirror what a human agent would do:

  • Assign to a group — route the conversation to a team (e.g. billing, technical).
  • Assign to an agent — route to a specific person by email, or let Connexease auto-assign the next available agent.
  • Archive / Unarchive — move a conversation out of the active queue as it's resolved, or bring it back.
  • Update conversation custom fields — set fields on the conversation record, as plain text or as tags.
  • Update customer — update the customer's details (name, email, and social handles).
  • Update customer custom fields — set fields on the customer record, text or tags.

All of these accept {{variables}}, so the agent can fill them dynamically — tagging a conversation by its detected topic, or assigning by the customer's account manager.

The Connexease actions require a connected Connexease account, and the groups, agents, and custom fields you reference need to exist there. Set those up on the Connexease side first, then point these actions at them.

From talking to doing

This group is what elevates an agent from a conversational front end to something that acts on your business. A complete "look it up and act" pattern might be:

Capture order number
  → API Call (fetch order from your system)
       success → Send Message (status) → Update Conversation (status: resolved)
       failure → Send Message ("let me get a teammate") → CX: Assign to Group

The customer gets a real answer drawn from your real systems — and your records stay in sync the whole way through.