Advanced API access

Advanced API access lets you connect HLB to other software your business uses. With private integrations, you or a developer can build your own connection to a third-party app while you control exactly what that app can access in your account.

A private integration token works like a key to the HLB API. When you create one, you choose its scopes, or permissions, so a developer's access is limited by the scopes you select. Private integrations use the current API version, which has more capabilities and supports webhooks that notify other apps when specific events happen in your account.

Creating a private integration

• Go to Settings and find Private Integrations under Other Settings. If you do not see it, turn it on in Labs.
• Click Create new Integration and add a name and description.
• Select only the scopes the integration needs.
• Copy the token right away, because you cannot view it again. Share it only with trusted parties.

Keeping it secure

Rotating your token every 90 days is recommended. After you rotate, the old and new tokens both work for 7 days. During that time, you can cancel the rotation or expire the old token early. If a token is compromised, rotate it and expire the old token immediately. By default, all account admins can manage private integrations, and you can turn this permission off for individual admins.

Managed agents in Agent Studio can also make custom API calls to outside services using API key, bearer token or basic authentication. This lets an agent fetch or send live data during a conversation.