THE ESSENTIALS

🔧 Configurator · 🖥️ Operator · 🔗 Integrator

An Integration is a configured connection between CRM.COM and a third-party platform - a payment gateway, an SMS or email provider, an analytics service, a provisioning platform, a POS, and more. Once configured and enabled, CRM.COM automatically routes relevant operations to that platform: card payments go to the configured gateway, SMS messages go to the configured SMS provider, provisioning commands go to the configured CAS/DRM platform, and so on.

Integrations are event-driven. An integration is not triggered manually - CRM.COM calls the third-party platform in the background whenever a relevant event occurs (a contact registers, an order is placed, a payment is captured, a subscription is provisioned), provided the integration is configured and enabled.

CRM.COM ships with a large library of predefined connectors (Stripe, JCC, Twilio, WhatsApp, Irdeto, UniFi, Square, and many others). Every integration type also offers a Custom option for connecting any platform that is not in the predefined list - see For Integrators and Developers.

ℹ️ Before starting: Many third-party platforms require a registration or account-provisioning step on their own side before CRM.COM can connect. Credentials (API keys, secrets, endpoints) must be obtained from the provider before the integration can be configured.

Who this manual is for - three roles

🔧 Configurator - sets up integrations in Platform → Integrations: chooses the provider, enters credentials, enables the integration, and manages API keys. Most of this manual applies here.

🖥️ Operator - uses configured integrations day-to-day: sends provisioning commands, reviews integration logs when something fails, and works with the features an integration powers (payments, communications, provisioning).

🔗 Integrator - connects external platforms or builds custom plugins via the CRM.COM Web APIs. This manual explains the key concepts and how they map to the platform. For step-by-step plugin contracts, request/response schemas, and code examples, refer to the Integrators Hub and the CRM.COM Integration Guides.

Key Concepts

🔧 Configurator · 🖥️ Operator · 🔗 Integrator

Provider and Integration Type

Every integration belongs to an integration type (the service category: Payment Gateways, Communications, Provisioning Providers, and so on) and connects to a specific provider within that type (Stripe, Twilio, Irdeto, …). Both are selected in the Create Integration wizard. The full catalogue of types and providers appears in Available Integrations.

Parameters and Credentials

An integration's configuration is entered as parameters - the API keys, secrets, server host/port, or account details the provider requires. Sensitive values such as passwords are masked after saving and cannot be viewed in plain text. For predefined providers, parameter fields are pre-labelled automatically. A Custom integration defines its own.

Enabled vs Test Mode

• Enabled - the on/off switch. An integration that is configured but not enabled is inactive and will not be called. An integration must be enabled after configuration.

• Test Mode - allows an integration to run against the provider's sandbox environment without affecting live traffic. An application running in test mode is automatically served the test version of the integration and its test credentials.

Integration API Keys

Some integrations use an integration API key to authenticate the third-party platform (or a custom plugin) back to CRM.COM. The key can be regenerated at any time from the integration's action menu - useful if a key is compromised or requires periodic rotation. Every request made using a key is recorded in the integration logs alongside the key that made it.

Integration Logs

Every request that CRM.COM sends to an integration - and the response it receives - is recorded as an integration log entry: the request payload, the response, a state (COMPLETED or REJECTED), any error code and description, and the associated contact, user, subscription, transaction, and API key. Logs are the primary diagnostic tool when an integration misbehaves.

Managing Integrations

🔧 Primarily: Configurator | 🖥️ Operator (logs and provisioning)

To view or create integrations, navigate to Platform → Integrations from the left-hand menu.

Creating an Integration

Select Create Integration to open the wizard. Configuration follows three steps:

Step 1 - Choose the integration type. Eight categories are available in the wizard:

Points of Sale (POS) · Communications · Marketing · Payment Gateways · Provisioning Providers · WiFi Platform · Taxation Services · Delivery Service Providers

Step 2 - Choose the provider. Each type surfaces the providers available for it. Every type also includes a Custom option for connecting a platform not in the predefined list. The full provider catalogue is in Available Integrations.

Step 3 - Configure the integration.

After saving, verify that the integration is enabled. If the Enabled flag was not selected during setup, it must be toggled on before the integration will be used.

⚠️ An integration that is saved but not enabled is inactive. CRM.COM will not call it until it is enabled.

Testing an Integration

Communications integrations (for example, SMTP, SMPP) support a Test action that sends a real test message using the configured parameters. This confirms the connection before the integration is relied upon in production.

Regenerating an API Key

From the integration's action menu, select Regenerate API Key. CRM.COM issues a new key and immediately invalidates the old one. The new key must be provided to the third-party platform or plugin before requests will be accepted.

Reviewing Integration Logs

🖥️ Operator

Open an integration and select the Logs tab to see every request and response, filterable by state, date, contact, user, subscription, transaction, or API key.

Logs are the primary tool for diagnosing failed payments, undelivered messages, or rejected provisioning commands.

ℹ️ Reviewing logs requires the View Event Logs permission.

Enabling, Disabling, and Deleting

Toggling Enabled activates or deactivates an integration without losing its configuration. Deleting an integration removes it from use (the record is retained internally for audit purposes). Reconfiguring or deleting certain connectors triggers an internal reset so dependent services pick up the change.

Provisioning Provider Tool

🖥️ Operator

For configured provisioning providers, provisioning commands can be sent to one or more subscribers at once. Select the integration, then navigate to More Actions → Provisioning Provider Tool.

Available Integrations

🔧 Primarily: Configurator

ℹ️ The Create Integration wizard surfaces eight integration types: POS, Communications, Marketing, Payment Gateways, Provisioning Providers, WiFi Platform, Taxation Services, and Delivery Service Providers. The Address Registry, Analytics and Data, AI Platforms, and Customer Events connectors listed in the final four tables below are configured separately - either with CRM.COM's assistance or via the Web API, depending on the edition and features enabled. Contact CRM.COM for assistance with these.

Enable each integration after configuring it, and refer to the linked integration guide where available.

Points of Sale (POS)

Bridge POS platforms with CRM.COM to capture purchase events and reward contacts.

Communications

Deliver email, SMS, push notifications, and messages to contacts and back-end users.

Once enabled, a communications provider can be selected in Automations or Communication Plans as the delivery channel for a notification.

Marketing

Run advanced campaigns using a connected marketing platform.

Payment Gateways

Accept and process payments securely via a connected payment platform.

Provisioning Providers

Connect digital platforms with CRM.COM to manage subscription provisioning and entitlements.

WiFi Platform

Manage network access and usage consumption via a connected internet service platform.

Taxation Services

Calculate taxes for products and services via a connected third-party taxation platform.

Delivery Service Providers

Manage and track deliveries via a connected delivery platform.

Address Registry

Search and validate contact addresses using an external address service.

Analytics and Data

Export CRM.COM data to an external platform for custom reporting and long-term storage.

AI Platforms

Power CRM.COM's AI-driven capabilities with a connected AI service.

Customer Events

Ingest purchase and behavioural events from external platforms so contacts can be recognised and awarded.

Business Network and Integrations

🔧 Primarily: Configurator

Integrations can be configured at the Service Owner and Business levels. Where a Business has not configured an integration of its own, the Service Owner's integration is used as a fallback - but only for the integration types and operational messages listed below.

Service Owner fallback applies to:

Operational messages that use the fallback:

Settings

🔧 Primarily: Configurator

There are no dedicated global settings for integrations beyond the integration definitions themselves. Related configuration lives under Settings → Platform → Security & Foundation:

API Keys and API Key Roles

Generates Public and Secret API keys for client applications and external platforms calling CRM.COM's Web APIs. API Key Roles define which actions each key may perform.

Set Up Integrations (permission)

Grants the ability to create, configure, enable/disable, and delete integrations.

View Event Logs (permission)

Grants access to integration logs. Required for Operators who need to diagnose integration failures.

Good to Know

Automations and Webhooks

🔧 Configurator · 🖥️ Operator

Automations are event-triggered sequences of actions (for example, send a message when a contact registers, route an order when it is confirmed). An automation can trigger a webhook - an outbound HTTP call to an external platform - allowing CRM.COM events to be pushed to any third-party endpoint without requiring a dedicated connector. This is the lightest-weight integration option when no predefined connector exists for the required service. See the Automations manual.

Analytics and Events

🖥️ Operator

Events capture business-level actions. Logs capture technical activity, including API request and response payloads. Both can be exported to an external MongoDB instance (via the MongoDB integration under Analytics and Data) for advanced analysis, long-term storage, or external processing.

Privacy and Data Security

🔧 Configurator

Sensitive integration credentials - passwords and secret keys - are masked in the platform after saving and cannot be recovered in plain text. Integration logs record request and response payloads, any sensitive contact data passing through an integration must be handled in accordance with the business's data-protection obligations and applicable privacy regulations.

Reference Material

Integration Guides · Automations · Apps · Custom Extensibility · Security

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