What types of integrations does Unless support?

Unless supports integrations with CRMs, customer success platforms, ticketing systems, knowledge bases, data lakes, identity providers, and portal frameworks. This lets AI assistants and agents access trusted content and context while keeping your existing tools and workflows in place.

How do integrations help AI assistants in customer success?

Integrations allow AI assistants to read and update records, look up policies and procedures, and personalize answers based on user and account data. This makes AI more accurate and useful across acquisition, onboarding, retention, sales expansion, and support journeys.

What is required from our IT team to set up an integration?

Most integrations use standard connectors, APIs, or marketplace apps and can be set up with limited IT effort. Your IT or platform owners typically review permissions, configure authentication, and agree on which data objects and environments the AI is allowed to access.

How does Unless handle data security and privacy for integrations?

Unless applies the same privacy and security controls to integrated systems as to its core platform, including encryption in transit and at rest, role-based access control, and data minimization. You decide which systems to connect, which fields can be used by AI, and how data moves between environments.

Can we start with read-only integrations and expand later?

Yes, many organizations start with read-only integrations so AI assistants can search and summarize existing data without changing anything. Once stakeholders are comfortable, you can enable write actions such as creating tickets, logging notes, or updating fields under clear guardrails and approvals.

Do integrations work across multiple environments and regions?

Unless supports connecting to multiple environments and regions so you can separate test and production data, or keep data in specific locations to meet regulatory requirements. You can map which integrations and datasets are available to which AI assistants based on lifecycle stage, region, or business unit.

What happens if an integrated system is temporarily unavailable?

If an integrated system is temporarily unavailable, Unless falls back to the information that is still reachable and can surface a safe response that explains the limitation. You can define how assistants should behave in these situations, for example by offering to create a ticket or hand off to a human instead.

Can we build custom integrations with our own systems?

Yes, you can build custom integrations using the Unless APIs and connector framework if you have in-house or partner development capabilities. Our team can advise on best practices for mapping objects, managing authentication, and exposing safe actions for AI assistants to use in your customer success workflows.