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Identify the source of truth
Decide which application owns customer details, order status and the sales stage. Document how records are matched and what happens when the same number appears more than once. Conflicting updates create confusion for agents and customers.
Choose an event and action
Examples include creating an enquiry from a new conversation, sending a relevant order update or recording a follow-up outcome. Each scenario needs a defined trigger and an action the receiving system supports.
Confirm the connection route
Ask whether the requirement uses a native integration, middleware connector or custom API work. Confirm required software plans, permissions and technical ownership. A displayed application logo does not establish that every feature is included.
Plan access and error handling
Limit permissions to what the connection needs. Agree how failed deliveries or updates are surfaced to the team and how they are retried safely. Avoid silent duplication and never put credentials into website code.
Test with representative records
Use controlled test data covering new and existing customers, missing fields and unexpected values. Ask the operations team to confirm that the resulting record and conversation support their next action.
Document maintenance responsibility
Record who manages credentials, responds to changes in connected applications and approves workflow edits. Integration is an ongoing operational relationship, not only a launch-day task.
A growing retail or D2C team
A campaign attracts product questions and order enquiries. Separate buying advice from existing-order support, while keeping the conversation visible to the right team.
Bring your preferred customer language and current business tools. Your India quotation will state the billing currency and implementation scope.