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Overview

Connections are the integration points that connect CM.com or third-party services to the Conversational Router. Each connection encapsulates the details and behavior required to exchange messages. By standardizing these concerns, connections let you plug services into your flows without re-implementing integration logic for each use case.

We provide two ways to integrate:

  • Ready-made connections: prebuilt connectors for popular services. These minimize setup — often only basic configuration is needed, and credentials are required only when the service demands them — so you can start routing messages quickly.
  • Custom integrations via the Custom service connection: use this when you want to connect your own service or a system we don't offer out of the box. It enables bidirectional exchange of both messages and events with the Router, so you can participate in the same ecosystem as our ready-made integrations.

Connections come in two kinds, mirroring their role in a flow, and each kind has its own management page in the Router:

Prerequisites

Most connections have minimal prerequisites: ensure the relevant product is added and active in Orders so the Router can deliver traffic to that connection. Business Messaging channels must be provisioned in the Channels product first — each connection's page above lists its specific prerequisites.

Management

  • To add, edit, group, or delete a channel, see the Channels page.
  • To add, edit, or delete an application, see the Applications page.

🚧 Deleting connections used by a flow

A connection that is routed by a flow can't be deleted. First disconnect it from the flow, then delete it. Once deleted, a connection can't be recovered.