Connect an integration so your agent can do things
Calendars, sheets, email, SMS and webhooks your agent can call while a call is happening. What connects once, what attaches per agent, and the order to do it in.
11 min readUpdated 26 August 2026
A knowledge base lets an agent know things. Integrations let it do things: book the appointment, log the lead, send the confirmation, call your own system.
Open Integrations from the sidebar. The page describes itself as connecting tools your agents can call mid-conversation.
Two steps, and people skip the first
The page states the order plainly at the top of Connected accounts: connect once, then add a tool below to attach it to an agent.
So there are two separate things, and confusing them is the usual reason an integration appears not to work.
Careful
A connected account does nothing on its own. If the agent is not using an integration you connected, check whether the tool was ever added to that agent.
| Step | What it is | How often |
|---|---|---|
| Connect the account | Give NexaVoxa credentials for a service | Once per workspace |
| Add the tool to an agent | Let that agent use it during a call | Per agent |
The accounts you connect once
Three sit at the top of the page, each with its own credentials and a status badge showing whether it is connected.
| Account | What it is for | What it asks for |
|---|---|---|
| Make.com | Trigger Make scenarios as agent tools | Region (us1, us2, eu1 or eu2), Team ID, API Key |
| Cal.com | Check availability and book, cancel or reschedule appointments | API Key, and an optional default event type ID |
| Twilio (SMS) | Send SMS from agents, after calls, and campaigns | Account SID, From number, Auth Token |
Cal.com's default event type ID is optional and worth filling in anyway. Without it, every booking tool has to be told which event type it is booking, and forgetting is a silent failure that only shows up when a caller ends up on the wrong kind of appointment.
The tools you attach to an agent
Add integration, at the top right of the page, opens a list of what an agent can be given. The page's own empty state describes the point: add your first integration so your agents can send email, read sheets, or call a webhook.
| Tool | Needs an account connected first |
|---|---|
| Send Email | No |
| Send SMS | Yes, Twilio |
| Google Sheets | No |
| Google Calendar | No |
| MCP / Webhook | No |
| Make.com | Yes, Make.com |
| Cal.com | Yes, Cal.com |
Adding a tool, step by step
Picking anything from that menu opens the same dialog, headed Add New Tool. The item you clicked only decides which type it opens on, and a Function Type dropdown inside the dialog lets you switch to any of the seven without closing it.
- Open Integrations from the sidebar.
- Click Add integration at the top right.
- Choose the kind of tool you want.
- Give it a name and a description.
- Fill in the one field that tool needs, marked with an asterisk.
- Click Save.
Tip
You can also reach this from an agent. Open the agent's Tools panel and click Add New Integrations, which brings you to this same page.
Every type asks for the same three things at the top, with the wording changed to suit it. A name, the Function Type, and a description. The name is what you will see in an agent's Added Tools list, so name it for the job rather than the service: Booking calendar reads better than Google Calendar when an agent has three of them.
The description is not decoration. It is one of the two things the agent reads when deciding whether this tool applies to what the caller just said.
What each type asks for
Careful
Send SMS with a number typed into Recipient Number always texts that number, not the caller. If you meant to reply to whoever rang, leave the field empty.
| Type | Name field | The required field | Anything else |
|---|---|---|---|
| Send Email | Mailbox Name | Email Address | Nothing |
| Send SMS | Tool Name | Recipient Number, and it can be left blank | Leave it blank to text whoever is on the call. Use E.164 format, for example +15551234567. Needs Twilio connected |
| Google Sheet | Sheet Name | Spreadsheet ID | Nothing |
| Google Calendar | Calendar Name | Calendar ID | Nothing |
| MCP | Tool Name | MCP URL | Timeout in seconds, defaulting to 30, an auth header key and value, and a parameter builder |
| Make.com | Tool Name | Scenario, chosen from a dropdown | The dropdown is filled from your connected Make account. Without one it reads no scenarios found and Save stays greyed out |
| Cal.com | Tool Name | Event Type ID | One tool covers availability, booking, cancelling and rescheduling |
MCP, for anything the list does not cover
MCP is the type with real depth, because it is how you hand your agent an endpoint you own. Alongside the URL it takes a timeout, an auth header, and a description of the arguments the agent should collect before calling it.
The description field here has its own note: optional, up to 400 characters, and used for the MCP function itself. That is the text the model reads, so it is worth the 400 characters.
| Field | What it does |
|---|---|
| MCP URL | Where the call goes. Required |
| Timeout (seconds) | How long to wait before giving up. Defaults to 30 |
| Auth Header Key | The header name, for example Authorization |
| Auth Header Value | The token or API key. Hidden as you type |
| Tool Parameters | The arguments the agent collects and sends |
Add Parameter adds one argument at a time, each with a name, a type, a description, and a Required checkbox. The types on offer are String, Number, Boolean, Object and Array.
Name parameters the way your endpoint expects them, and write the description for the agent rather than for yourself. The agent uses it to work out what to put there from the conversation, so caller's full name earns its place where name does not.
Tip
Mark a parameter Required only when the call genuinely cannot proceed without it. Every required parameter is one more thing the agent has to extract from a live conversation before it can act.
Which one do I actually need?
Most requirements land on one of four.
- Booking an appointment: Cal.com, or Google Calendar if that is where your availability lives.
- Recording a lead or a form answer: Google Sheets, which is often enough and needs no engineering.
- Confirming something to the caller afterwards: Send Email, or Send SMS if you have Twilio connected.
- Anything your own systems own: MCP / Webhook. This is the escape hatch, and it is why the list not naming your CRM is not a dead end.
Tip
Make.com is worth reaching for when the action is several steps. Let the agent trigger one scenario and let Make do the sequence, rather than trying to give the agent five tools and hoping it uses them in order.
Finding things on the page
There is a search box, a count next to the heading, and filters across the top: All, Communication, Data & Sheets, Calendar, and Custom & Webhooks. The count is the number of integrations you have added, not the number available.
Tell the agent when to use it
Attaching a tool makes it available. It does not make it get used. The agent decides from the conversation, which means the tool's description and your instructions are what actually trigger it.
Describe the situation, not just the action. "Books an appointment" is weaker than "use this when the caller wants to come in, after you have their name and a preferred day".
Common questions
- My agent is not using the integration I added. Why?
- Two usual causes. The tool was added to the workspace but never attached to that agent, or nothing in the tool description or the instructions makes clear when it applies.
- How do I add a tool?
- Integrations in the sidebar, then Add integration at the top right, then pick a type. Fill in the name, the description and the one required field, and press Save. You can also get there from an agent's Tools panel using Add New Integrations.
- Do I have to pick the right type from the menu?
- No. Every type opens the same Add New Tool dialog, and the Function Type dropdown inside it switches between all seven without closing.
- How do I make Send SMS text the person who called?
- Leave Recipient Number empty. Anything typed in there becomes a fixed number and the caller never receives the message.
- The Make.com scenario dropdown is empty.
- That means no Make account is connected. The dialog says no scenarios found, and Save stays greyed out until you connect Make.com in Connected accounts at the top of the page.
- My CRM is not on the list.
- Use MCP. It takes your own URL, an optional auth header, a timeout, and a set of parameters you define, which is how any system you own becomes something the agent can call mid-conversation.
- Do I need Make.com or Cal.com to book appointments?
- No. Google Calendar is available as a tool without connecting an extra account. Cal.com is worth it if that is already where your availability lives.
- My CRM is not on the list. Can I still use it?
- Yes, through MCP / Webhook. A webhook can call any endpoint you control, which is how most CRM integrations are actually built.
- Can an agent have more than one tool?
- Yes, and most useful agents do. A booking agent typically has a calendar tool and a way to confirm afterwards.
- Do I need Twilio for SMS if I already have a Twilio phone number?
- The SMS integration is connected separately on this page, with its own Account SID, From number and Auth Token, even if Twilio already provides your voice number.
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