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An integration connects Brilo to a tool your team already uses, so your agent can look something up while a caller is on the line and write back once the call ends. Brilo has four kinds of integration, and each one is set up in a different part of your dashboard.

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What you can connect

Each row below is a different kind of connection, with its own setup and its own owner, and links to the guides for it. Most setups use two of the four. Most people start with the app store, because a calendar or a CRM is what makes an agent useful beyond taking a message.

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When you would use one

Connect a tool when your agent needs to know something it cannot be told in advance, or when the result of a call belongs somewhere your team already works. Two examples cover almost every case:
  • A caller asks a question only your system can answer, such as whether an appointment slot is free or where an order has got to. Your agent looks it up mid call and reads the answer back.
  • A call produces something worth keeping, such as a new lead or a summary. Your agent writes it into your CRM after the call, so nobody retypes it.
If neither applies, your agent does not need an integration. A prompt and a knowledge base cover a great deal on their own. See What your agent can learn.

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How it works

Connecting a tool is three steps, and only the first one happens on the integration screen.
  1. Connect the tool once, from the app store or the relevant settings screen.
  2. Add an action that uses it on your agent’s Actions tab. A connection on its own does nothing until an action calls it.
  3. Say when it applies in your agent’s Prompt tab. An action that is switched on but never mentioned in your instructions may never run.
See What are actions for what step two involves, and Connect your tools for the walkthrough.

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What else you can do here

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FAQ

No, not for anything in the app store. You sign in to the tool through its own login screen, or paste a key from it, and pick what your agent may do with it, which takes about two minutes. A developer is only needed for a custom action or a webhook. See Do I need a developer.
Almost certainly, by forwarding. Any phone system that can forward a number to another number can send calls to a Brilo agent, and RingCentral and most cloud phone systems can. Importing the number itself into Brilo needs Twilio, Telnyx or Plivo. See Use your existing number.
The app store and your own email domain start at the Pro plan. Bringing a phone number you already own and sending call details to your systems with a webhook work on every plan, including Free. See Plans and what they include.
Yes, through a custom action for mid call lookups or a webhook for sending call details afterwards. Neither waits on Brilo to build anything, and both need someone technical on your side for about an hour. See Build a custom action.
A connection on its own does nothing. Your agent also needs an action that uses the connection, added on its Actions tab, and a line in its prompt saying when to use it. Check both before assuming the connection failed. See An action did not run.
No. Connecting a tool is included in your plan and there is no per connection charge. What the actions then do can use your allowances, for example a text or an email your agent sends after updating a record. See What counts towards my usage.
Connect a tool when your agent needs an answer during the call, because a webhook cannot reply mid conversation. Use a webhook when you only need the call details afterwards, for reporting or record keeping. See Send data to your systems.
Disconnecting stops Brilo reaching that tool. Anything already written there stays, because it belongs to that tool rather than to Brilo. Any action that relied on the connection fails until you reconnect, so remove or switch off those actions too.