ChatropicPlanning an integration begins with the customer request, not the list of software your business uses. Identify the information or operation needed to resolve that request, then determine how Chatropic will access it.
This helps you distinguish a connection that is already supported from one that needs custom API work, provider setup, or a future product capability.
Recognize the three connection types
Knowledge imports bring approved content into the agent’s knowledge base. Documented Notion and Confluence imports are snapshots that need syncing when the original source changes.
Customer-channel connections let customers reach the agent through a supported surface. Web, WhatsApp, and Slack have different setup and availability considerations; use the channel guide rather than assuming they are interchangeable.
Business-system connections provide live data or actions through configured APIs, data connectors, or MCP tools. These require the appropriate service, authentication, and permissions for the operation.
Write down the operation you need
“Connect our store” is too broad to define a useful integration. “Retrieve the current dispatch status for an order owned by the verified customer” gives the technical owner a much clearer starting point.
List the required fields, the source system, and what the agent should do when the record is missing. Separate reads from updates so that a basic lookup does not inherit unnecessary permissions.
Identify ownership and access
Name the person who owns the source system and the person who will maintain the connection. Confirm the authentication method, customer identity checks, provider requirements, and any external charges.
Use a test environment with fictional records for evaluation. Do not put API keys, passwords, or private customer records into a demo request or knowledge article.
Test the boundary as well as the connection
A successful tool response is only one test. Try an unauthorized request, a missing record, a timeout, and a response without expected information. Confirm the agent explains the limitation and follows the correct handoff path.
For an operation that changes records, also test eligibility and confirmation. The connected system must confirm success before the agent tells the customer the update is complete.
Prepare for a technical discussion
Bring the selected workflow, intended channel, system owner, operation, and expected result to the conversation. Clearly mark what is known and what still requires investigation.