Integrations

Connect Helvia to external tools used across your Workspace

Integrations are the credentials layer of your Workspace. They store the API keys, endpoints, and OAuth credentials Helvia uses to reach external providers: LLMs, knowledge sources, live chat platforms, CRMs, and identity providers. Set them up here once and reuse them across multiple agents.

Configure your credentials at Workspace > Integrations, then link the integration to a plugin on an agent, or directly to a Workspace feature like Knowledge Base, SSO, or Speech.

How Integrations Work

Integrations enhance your AI agents with additional functionality by connecting them to external tools and services. Create one per Workspace, then any plugin or feature that needs that service can reuse it. Setup needs vary by integration.

Workspace-wide reuse

One credential set serves everything. Create an integration once and every plugin or Workspace feature that needs that service can pick it up.

Plugin activation

Agents reach the integration through a plugin. Turn the plugin on for an agent and point it at your integration.

Secret handling

Credentials stay masked once saved. Anyone with edit access to the Workspace, however, can view and change the secrets.

No automatic validation

Helvia does not test your credentials on save. A wrong key or expired token only surfaces when the integration is actually used, so always test it end-to-end.

Managing Integrations

All integrations live in Workspace > Integrations. The table shows every integration alongside its scope, description, and tags.

Adding an Integration

1

Find the Integration

Click on Add Integration and select the application scope (for example LLM or CRM) to find the Integration you need.

2

Name the Integration

Enter a Name, optional Description, and any Tags. These fields are common to every integration and used for organizational purposes only.

3

Configure the credentials

Enter the credentials and configuration for your provider. Required fields are marked, and secret fields like API keys are masked. See Integration Scope for provider-specific setup notes.

Helvia does not validate your credentials when you save the integration. A wrong key, expired token, or typo in an endpoint goes undetected until the agent or feature actually tries to use it. Double-check the values, and test the integration end-to-end before relying on it in production.

4

Create the Integration

Click Create Integration. The integration is now available across the Workspace and can be linked to plugins or features.

Editing an Integration

Click any integration or use the edit icon in its Actions column, to open it. Secret fields stay masked: type a new value to overwrite them, or leave them as-is to keep the existing one. You can't save while a required field is empty. Once saved, every plugin or feature using the integration picks up the change automatically.

Anyone with edit access to the Workspace can view, modify, or reuse stored integration credentials in the Workspace. Granting edit access means trusting that user with every credential stored here.

Deleting an Integration

To remove an integration, use the delete action in its Actions column and confirm. Once deleted, any plugin still linked to the integration stops working, and the agents that depend on those plugins might break. Make sure nothing is using the integration before deleting.

Integration Scope

Each scope groups providers that serve the same purpose in the platform. Pick a scope when creating an integration, then choose the specific provider.

LLM

Connect LLM providers to power the LLM node, semantic search, language detection, and session analytics.

Knowledge Base

Sync external document libraries into your agents' retrieval index (RAG).

LiveChat

Route conversations to a third-party live chat platform when a human takes over from your agent.

CRM

Pull customer records from your CRM into agent and LiveChat sessions for context.

Speech

Power speech-to-text and text-to-speech on voice-enabled deployments.

SSO

Let your team sign in to the Helvia Console with your own identity provider.

Ticketing

Create and update support tickets directly from agent conversations and LiveChat sessions.

Setup varies by provider Each integration has its own configuration form. If you encounter any problem with a setup, you can reach out to support.

LLM

LLM integrations are the most important integrations on the platform: they power your AI agents themselves. Without one configured, your agents have no model to reason with, so set up an LLM integration as one of the first steps in a new Workspace. Used in various place across the platform:

• LLM node

• Semantic Search (RAG)

• Language Detection

• Session Analysis

• Automated Testing

OpenAI

Standard OpenAI API access.

Required fields:

• API Key: Your OpenAI API key

Azure

Azure deployments through Microsoft AI Foundry.

Required fields:

• API Key: The API key from your Azure resource

• Endpoint: The host endpoint from your Azure resource

Gemini

Google's Gemini family of models via the Gemini API.

Required fields:

• API Key: Your Google AI Studio API key

OpenAI-compatible providers Connect any OpenAI-compatible provider such or Mistral AI or DeepSeek through an OpenAI integration. Set the Custom Base URL field to the provider's endpoint and use their API key; the integration then behaves like a standard OpenAI integration everywhere it's used.

Knowledge Base

Knowledge Base integrations sync your internal documents, files, and other knowledge sources into Helvia Knowledge Base sources, so you don't have to upload them one by one. Once connected, agents can retrieve passages from the synced content at runtime, powering RAG search across the platform.

Each KB integration also exposes processing options that control how documents are parsed, chunked, and indexed for retrieval, so you can tune the behaviour per source.

Dynamics 365 KB

Knowledge articles published in your Dynamics 365 instance. Because the content is article-based rather than document-based, this integration doesn't expose processing options; articles are imported as-is.

Required fields:

• Minor Version: The minor version of your Dynamics 365 deployment

SharePoint KB

Microsoft 365 document libraries. Access is granted in two steps: a one-time tenant authorization for your Workspace, then a per-site approval that your SharePoint admin completes for each site you connect.

After saving the integration, follow the guide in the access panel to complete the per-site approval. The sync starts once access is verified.

Required fields:

• Site URL: The URL of the SharePoint site holding your documents

• Document Libraries: The libraries within that site to include in the sync

Azure Blob Storage KB

Container-based document storage. The form displays a read-only Webhook URL: configure it in your Azure Blob Storage account so changes to your container trigger an immediate sync into Helvia.

Required fields:

• Account Name: Your Azure storage account name

• Container Name: The blob container holding the documents

• SAS Token: A shared access signature (SAS) with read access to the container

LiveChat

LiveChat integrations route conversations to a third-party live chat platform when a human takes over from your AI agent. The handoff carries the session context across so the human picks up where the agent left off.

Cisco Customer Collaboration

Hand off conversations to a Cisco contact center.

Required fields:

• Client ID: OAuth client ID for your Cisco app

• Client Secret: OAuth client secret for your Cisco app

• CCX Queue Tag: Tag identifying the Cisco CCX queue to route chats to

• Chat ID: Identifier of the chat application in Cisco

• Endpoint: The Cisco service endpoint URL

Zendesk Livechat

Route conversations into Zendesk via the Sunshine Conversations API.

Required fields:

• Zendesk Base URL: The base URL of your Zendesk instance

• Sunshine App ID: The Sunshine Conversations app ID

• Sunshine Conversations Key ID: API key ID from Sunshine Conversations

• Sunshine Secret: API secret paired with the key ID

• Webhook ID: The webhook ID registered in Sunshine Conversations

• Webhook Key: The secret used to validate webhook callbacks

Genesys

Hand off conversations to a Genesys contact center.

Required fields:

• Genesys OAuth app client ID: Client ID of your Genesys OAuth app

• Genesys OAuth app client secret: Client secret of your Genesys OAuth app

• Genesys organization region: The domain only (for example, mypurecloud.ie)

• Genesys Open Messaging integration ID: The Open Messaging integration ID in Genesys

• Webhook Key: The secret used to validate webhook callbacks

Helvia LiveChat does not require an integration. It works out of the box with no Workspace setup.

CRM

CRM integrations pull existing customer records into agent and LiveChat sessions, so conversations start with full context about who the user is.

Dynamics 365 CRM

Read customer records from your Dynamics 365 instance.

Required fields:

• Minor Version: The minor version of your Dynamics 365 deployment

Speech

Speech integrations power speech-to-text and text-to-speech on voice-enabled deployment channels, so your agents can hold spoken conversations.

Azure Speech

Microsoft Azure speech-to-text and text-to-speech services.

Required fields:

• Region: The Azure region of your Speech resource

• Subscription Key: The subscription key from your Azure Speech resource

SSO

SSO integrations let your team sign in to the Helvia Console with your identity provider instead of email and password.

OpenID

Any OpenID Connect-compatible identity provider.

Required fields:

• OpenID Configuration URL: The discovery document URL of your identity provider

• Grant Type: The OAuth grant type used to obtain tokens (for example, authorization_code)

• Client ID: The client ID registered for Helvia in your identity provider

Ticketing

Ticketing integrations let LiveChat human agents create and update support tickets directly from a conversation.

Zendesk Ticketing

Create and update tickets in Zendesk Support.

Required fields:

• Base URL: The base URL of your Zendesk instance

• Username: The Zendesk user account the integration acts as

• Token: An API token from Zendesk paired with the username

Best Practices

• Tag your environments: Apply tags like prod, sandbox, or a team name to keep credentials organized as your Workspace grows

• Set up integrations first: Plugins won't show available providers until at least one matching integration exists

• Reuse, don't duplicate: A single integration can serve multiple plugins across multiple agents

• Rotate credentials in place: Update the existing integration rather than creating a new one, so every plugin linked to it picks up the new credentials automatically

You now know what integrations do, how to create and manage them, and how they connect to plugins and other Workspace features.