Integrations
Integrations connect hiy to the tools you already use: hand a chat to your helpdesk or look up billing in Stripe.
Integrations are on Growth. On Free and Starter the app rows are locked, with a link to your plans. Growth keeps 2 agents syncing at once. If you move to a lower plan, connected apps pause and nothing is deleted.
The new Integrations page
This page is rolling out to workspaces in turn.
The tiles under What should your agent do? are Answer from your help centre, Look up orders and accounts and Hand over to your helpdesk. Press one and the apps below narrow to it. The chips All, Knowledge, Helpdesk, Commerce, CRM, Calendar and Comms narrow them by kind of app.
Each app lists what it can do for an agent as chips: Knowledge, Lookups, Actions and Handover. A filled chip is on, an outlined one could be, and Soon means it is planned.
Connecting takes four steps, and a connection you made stays connected if you stop part way:
Paste what the app asks for. Where do I find this? opens the guide for that app beside the page.
hiy asks the app whether the access works, and shows the account it found.
Tick what it is for, and which agents hand over to it. Nothing turns on until you tick it.
Try makes one real read for Knowledge and Handover, such as one article title. It never changes anything in the app.
Opening a connected app shows what it does for your agents, which agents use it, and its health.
| Part | What you can do |
|---|---|
| What it does | See each use, switch Handover on or off per agent, or open Manage in Knowledge. |
| Health | See the last seven checks, press Check now, or Reconnect when it stopped working. |
| Access | Reconnect keeps every setting. Replace account and Disconnect list what changes first; Disconnect can remove one use and keep the rest. |
Knowledge’s From an app tab, an agent’s Connect an app and Handover’s Connect a helpdesk open the same list, filtered, so you can connect without leaving the page.
Before the new page
The page as it is until your workspace gets the new one.
Connect a tool
Open Integrations in the sidebar. The cards on top, such as Hand over to your helpdesk and Answer billing questions, each have a button for their tools, such as Connect Zendesk. Or find any tool under All integrations.
Each tool’s page says where.
You connect a tool once for the whole workspace, and your plan doesn’t limit that. Each agent then chooses which ones it uses.
Answer in Slack
Note
Press Add to Slack in Integrations and allow hiy in your Slack workspace.
On the Slack connection, press Choose which agent answers… and pick one.
Message your agent in Slack.
Tip
Status on every connection
A connected tool shows one word, one line under its name and one button.
| Word | What it means | Button |
|---|---|---|
| Connected | It works. The line says when hiy last checked. | Manage |
| Check this | hiy couldn’t reach it, or the address is wrong. The line says which. | Review |
| Reconnect | The tool stopped accepting our access. | Reconnect |
| Paused | Your plan includes fewer connected agents than you have. | See plans |
hiy checks each tool once a day. The first time one needs reconnecting, the owners and admins of the workspace get one email saying what stopped. A tool you disconnect has no word: it is just Connect again.
What each card’s word means
Every tool in All integrations says where it stands:
- Connect: you can connect it now.
- Preview: it is built but not open to every workspace yet. Notion is a Preview.
- Soon: it has a plan, and it isn’t built.
- On request: there is no plan yet.
- Booking link: nothing to connect. On an Expert Twin, a link in a list opens inside the chat.
On a Preview, Soon or On request row, Tell me when it’s live records that you asked, and nothing else.
Good to know
- Reconnect keeps every setting that points at the connection: each agent’s ticket switch, the Slack agent you picked, and your actions.
- One Slack workspace answers for one hiy workspace. If another one already has it, disconnect it there first.
- If Slack is slow to take a reply, hiy tries again for up to 10 minutes, then drops it rather than post a stale answer.
- When Slack opens, you connect it, and pick its agent, in Slack.
Related
When your agent hands a chat to a person, who it reaches, and when it does so by itself.
Open a ticket in Zendesk whenever your agent hands a chat to a person.
Open a ticket in Intercom whenever your agent hands a chat to a person.
Let your agent look up a customer’s subscription to answer billing questions.