Answer a customer's question about an integration

Integration questions look simple and are easy to get wrong. A yes that turns out to mean a partial yes costs you trust. Check what the integration really does, answer in the customer's terms and be honest about the gaps.

Last reviewed October 14, 2026

Find out what they want to achieve

Customers ask whether you integrate with a tool when they mean they want data to flow somewhere. Ask what they want to happen, then answer that.

Check before you say yes

Look at the integration's documentation or ask the person who built it. Do not promise from memory. Confirm what data moves, in which direction and how often.

Answer with the limits included

Say what works, what does not and any plan or permission they need. A partial yes stated clearly is better than a full yes discovered later.

Point to the setup steps

Link the guide for the integration and name the first step. For tricky ones, offer to check their setup once they have tried it.

Offer a workaround where there is one

If there is no direct integration, mention an export, an API or an automation tool that can bridge the gap, and be clear about what is unsupported.

Log the gap

Tag requests for integrations you do not have, with the tool name. The count tells you which ones to build or document first.

Questions

What if we are not sure whether an integration works?

Say so, find out and come back with a dated answer. Guessing creates support work later.

Should we promise a future integration?

Only if it is committed and you can give a date. Otherwise say it is recorded as a request and that you cannot promise timing.

Where should integration answers live?

In a help center article per integration, kept current, so the AI and your team answer from the same facts.

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