Integrations and Data Sources
Aisera's integration approach is an important part of the platform's extensibility. The Aisera platform supports many integrations and data source connections.
Use this alphabetical list of the connectors that are pre-mapped to the Aisera platform, before you begin your implementation.
The steps for Integration are the same (for both mapped and un-mapped external systems) for EVERY integration:
Create an Aisera Service User account in the Aisera Admin UI.
If the customer wants to restrict access for this user, use this guide:
For use cases where actions will only be performed within the Bot, the Aisera Service User account only needs Read access to the external system fields that are mapped to the Aisera data model, with permission to export data to the Aisera platform.
For use cases that involved writing data back to the System of Record (SOR), such as Ticket Concierge, Ticket Learning, and Knowledge Base Learning, the Aisera Service User account will need both Read and Write access to the external system fields that are mapped to the Aisera data model, with permission to import and export data to and from the Aisera platform.
Ask the customer to log in to their data source system and create auth credentials for the Aisera Service User that you just created.
Go to Settings > Integration in the Aisera Admin UI.
Search for your external system. If the external system the customer is using is not listed in the Aisera integration wizard, that means the fields in your external system are not pre-mapped to the Aisera platform. In this case, use the steps for the Generic Connector and then map the fields for the User, Ticket, File, and/or Knowledge Base in your external system to these tables in the Aisera platform. See Field Mapping for more details.
Add the auth credentials above from your external system to the fields in the integration wizard.
Integrating Data into the Aisera platform
There are two steps to integrating your Aisera platform with a web application’s data source:
1. + Add Integration: giving the Aisera platform access to the web application that you want to integrate with.
2. + Data Source: setting the parameters for the format of the Tickets, Files, and Knowledge Base articles or other data you want the Aisera platform to ingest.
File Data option: You can specify to use File Data from a directory as your Data Source, instead of using an entire database.
If you choose this option, you will need to specify the an existing Data Source Integration, directory id, Data Type, and File Type. You can use Box as a File Data Source as an example.
Supported Integrations
You can connect the Aisera platform with leading platforms like ServiceNow, Salesforce, and Workday, that encompass Employee Service Management (ESM), IT Service Management (ITSM), and Human Capital Management (HCM) needs.
You can maximize automation with the 200+ back-end (pre-mapped) connectors utilizing Open APIs.
These integrations are supported by a combination of Aisera and trusted third-party vendors, ensuring ongoing maintenance and compatibility.Aisera integration can be deployed seamlessly across cloud-only, on-premises, or hybrid environments.Aisera adapts to your existing infrastructure, guaranteeing a smooth user experience regardless of your setup. Aisera goes beyond basic connections - it replicates and coordinates work across multiple systems.
Add Integration, then Add Data Source
The first step in the process is to create an integration. Creating an Integration is establishing a connection between the Aisera platform and the source system. If you're creating this integration for a customer, you need to talk to the customer and get the credentials for the source system before you establish the connection.
After you have successfully created the integration, add a Data Source configuration. The Data Source configuration allows you to select templates and operations that should be performed when ingesting Tickets, Knowledge Articles, and User data.
Most of these supported software connections and the examples of how to set them up are in the following sections. If the connector you're using does not have a sample in the documentation, use the same settings as other samples within the same integration group, or create a Generic Connector.
Integrations and Data Sources are documented together for each source within the following categories (click the links below or open the sub-menus to the left to see all of the supported data sources):
Endpoint and Mobile Management
Networking, Security, and Monitoring Systems
Identity and Access Management
Business Productivity and Conversation Systems
Commerce and Marketing Automation (RPA) Systems
See Channels for instructions about how to integrate with email and existing chatbots, such as Webchat, Slack, or Google Chat.
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