Custom Integrations

If you want your agent to talk to your own systems — a booking system, an internal API, a CRM without a ready-made connector — build a Custom Integration. This is a full, no-code way to define a REST API connection and specific callable actions against it.

Clarify first

1. Which action? Check availability, create a booking, look up order status, create a record. One action per purpose.
2. Who has API access? Credentials come from your vendor or your IT.
3. Which fields does the API need, and which does it return?
4. How fast does it respond? For calls made during a conversation it should be a few seconds.
5. Test the calls in advance outside MIA (e.g. with Postman) using real values. If the call doesn’t work there, it won’t work in MIA — and troubleshooting is considerably faster there.

1. Create the connection

1. Open Marketplace → Custom Integrations → Add custom integration.

2. Fill in:

   Field	Description
   Name	A label for this connection, e.g. “Salesforce CRM API.”
   Description	What it’s for.
   Base URL	The root URL of the API, e.g. https://yourinstance.my.salesforce.com/services/data/v59.0.
   Auth type	None, Bearer (a token), API Key, Basic (username/password), or Headers (arbitrary custom headers) — then fill in the matching credential field(s).

3. Save. The connection now appears under Custom Integrations.

2. Add an action

Open the connection and add an action — this is the specific API call your agent will be able to make:

Save the action.

3. Use it in a workflow

1. Open your Workflow → Integration tab → Integrations panel → Add integration.
2. Select your Custom Integration and the specific action.
3. If it’s an in-call action with evaluate-data, reference the fields it returns directly in your prompt (e.g. “confirm the booking reference the tool returned”).
4. Save, then save and publish the workflow.

What you must add to the prompt

Attaching an action isn’t enough on its own — the agent needs to know when to use it and what happens when something goes wrong (see Writing the Prompt → Tools). These three points are forgotten most often:

• When to call it and when not. Otherwise the agent calls too early, with half the values.
• What it says while waiting. “One moment, let me check.” Without that line, silence falls.
• What happens on no response or an error. Without a fallback rule the conversation stalls. Recommended: take the request as a message and promise a callback.

For actions that create something (bookings, orders): clarify with your IT what happens on a retry. Without safeguards on your API side, duplicate records can be created.

Complete working example: connecting a CRM (Salesforce)

A common use of Custom Integrations is logging every call straight into a CRM your business already runs — for example, creating a new record in Salesforce the moment a call ends, without anyone touching Salesforce by hand. Salesforce’s REST API follows the same request/response shape shown here, so this example generalizes to most CRMs (HubSpot, Zoho, or an internal system) — just swap the base URL, auth, and field names.

Connection:

Action — “Create Lead”:

Attached to a sales or support workflow’s Integration tab, this creates a new Salesforce Lead after every call using the properties your agent captured (caller name, phone, email), and captures back the new record’s id for reference — no manual data entry required.