A service integration connects your tenant to an outside service, such as speech recognition, text-to-speech, translation or live chat. You create it once for the tenant and then attach it to any number of projects. A channel works differently: it belongs to a single project.
You need the Service Integrations permission to see the list, and Service Integrations > Edit to create, change or delete integrations.
Creating a service integration
- Go to Integrations and open Services. The Service Integrations list shows each integration's Name, Type, Project and Modified Date.
- Select New Integration.
- Enter a Name and choose a Type and a Provider. For Speech Recognition and Text-to-Speech, also choose a Language.
- Fill in the provider's fields, described below, and save.
📝 Note: There is no button to test the connection. A wrong value shows up only when a project uses the service, so test the project after you attach it. See Testing a Project.
After saving, you cannot change the Type or the Provider. You also cannot change the Language of a Speech Recognition or Text-to-Speech integration once a project uses it. To change any of these, create a new integration.
Types and providers
| Type | Provider | Notes |
|---|---|---|
| Speech Recognition | Sestek | Needs a Language. |
| Text-to-Speech | Sestek, Microsoft, ElevenLabs | Needs a Language. |
| Translation | Used by Real-Time Translation, together with Text-Language Detection. | |
| Text-Language Detection | Sestek | No fields. One per provider per tenant. |
| Sentiment | Sestek | No fields. One per provider per tenant. Appears only when the feature is enabled for your tenant. See Sentiment. |
| Voice Biometrics | Sestek | Used by the Voice Biometrics node. Appears only when the feature is enabled for your tenant. |
| Live Chat | Generic, plus connectors for specific vendors |
Attaching a service to a project
Open the project's General settings, or the project creation wizard, and use Select Services. Select + next to it to create a new integration without leaving the page. See Creating a Project.
| Rule | Detail |
|---|---|
| Speech Recognition | Only in the project's primary language. |
| Text-to-Speech | In any project language, one per language. |
| One of each | At most one service of each type and language. |
| Live Chat | One per project. |
| Voice Biometrics | One per project. |
When speech recognition cannot make out what the customer said, the FallbackSR flow takes over. See Flows.
The services you attach are the draft's. When you publish, you choose which attached services the published version uses. See Publishing and Versions.
You cannot delete an integration while any project uses it. Detach it from every project first.