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API lookup integration

The API lookup feature in Smart Connect allows customer data to appear automatically during calls. Incoming callers are matched against an external system, and relevant customer information is displayed directly in the switchboard.

Using API lookup, users can:

  • View customer information such as name, customer ID, email, and notes when a call comes in.
  • Access API lookup data from the call screen by clicking API lookup.
  • Retrieve customer information from previous calls directly in My log.

How to get started

API lookup must first be enabled by an administrator. Once the integration is set up, API lookup will be visible in the switchboard during calls.

The information displayed depends on the data the administrator has configured the integration to retrieve and present.

Setup guides:

  • Zendesk ->

Accessing API lookup during a call

When a call comes in, click API lookup in the switchboard to view the customer information associated with the caller.

Accessing API lookup from My log

Customer information from previous calls can also be retrieved from My log by clicking the API icon next to a call.

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