🧰 Using Custom Tools in Frontline Platform
Custom Tools allow your Frontline Agent to connect directly with any external system that has an API — to automate tasks, fetch data, or trigger actions.
They’re one of the most powerful features of Frontline Platform: if your system exposes an API, you can integrate it.
This flexibility lets you extend your Agent’s capabilities beyond native integrations like WhatsApp or Slack.
⚙️ What Are Custom Tools?
Custom Tools are API-based integrations that your team can create and manage directly from the Frontline Platform.
Each Custom Tool defines:
Tool name – a clear and descriptive label.
When to use – the conditions or queries that should trigger it.
API configuration – including method (
GET,POST, etc.), endpoint URL, body, headers, and data inputs.
Once configured, your Agent can call these APIs dynamically — sending or receiving data based on your business workflows.
💡 If your software has an API, Frontline can connect to it.
🧩 Common Use Cases
Below are dozens of examples — global and LATAM-specific — showing how organizations use Custom Tools across industries.
🧾 CRM & Sales
Create or update a lead in HubSpot, Salesforce, Zoho CRM, or RD Station.
Register a new contact in PipeRun or Clientify.
Fetch client details from Sirena/Zenvia conversations.
Log a call or meeting in your CRM.
Assign a sales rep automatically based on region.
Update pipeline stages when an order is confirmed.
Add notes or activities directly from WhatsApp conversations.
Retrieve account status from Bitrix24.
Connect to Monday.com to update deal progress.
💳 Payments & Fintech
Check payment status in MercadoPago, dLocal, PagSeguro, or Kushki.
Generate payment links for Ualá, TodoPago, or Transbank.
Verify transactions via OpenPay or PayU LATAM.
Fetch invoices from AFIP (Argentina) or SII (Chile) APIs.
Trigger a receipt email after a successful transaction.
Register payments in an ERP (e.g. Contabilium, Tango Gestión).
Send automatic payment reminders for overdue invoices.
Validate customer debt status in Nubox or QuickBooks.
Sync subscription data with Stripe or Edenred.
🚚 Logistics, Orders & Delivery
Send an order to PedidosYa, Rappi, Cornershop, or EnvíaYa.
Create shipments in Shippo, Andreani, or OCA (Argentina).
Confirm delivery automatically once courier API returns status.
Calculate distance and delivery time via Google Maps API.
Fetch shipping rates from BlueExpress, 99minutos, or Estafeta.
Send pickup requests to Uber Direct or Loggi.
Check warehouse availability and assign fulfillment center.
Trigger real-time delivery notifications to the client.
Connect to a custom logistics API to confirm deliveries or generate tracking codes.
🏢 Operations & Support
Create or update a support ticket in Zendesk, Freshdesk, or Jira Service Desk.
Log customer issues in ServiceNow or Asana.
Pull order information from internal ERP systems like SAP, TOTVS, or Softland.
Register a maintenance request in Notion, ClickUp, or Monday.com.
Automatically update stock availability in internal databases.
Trigger Slack or Microsoft Teams alerts for escalations.
Send real-time updates to Google Sheets or a BI dashboard.
🧠 Data, Analytics & Enrichment
Query company information from Clearbit, Apollo.io, or Hunter.io.
Validate tax IDs using AFIP CUIT lookup (Argentina) or SAT RFC (Mexico) APIs.
Enrich contact details from LinkedIn, RocketReach, or People Data Labs.
Summarize or tag conversation transcripts using NLP APIs.
Push performance metrics into Google BigQuery, Metabase, or Power BI.
Log analytics events directly to your data warehouse.
Create a data pipeline with Airtable or Smartsheet via API.
💬 Communication & Messaging
Send transactional SMS via Twilio, Infobip, or MessageBird.
Trigger WhatsApp template messages for confirmations or alerts.
Send marketing campaigns through Zenvia, 360Dialog, or Gupshup.
Push messages into Slack channels or Microsoft Teams.
Start or close conversations in external chatbots.
Forward chat transcripts to an internal inbox or CRM system.
💼 HR & Talent Management
Register new candidates in BambooHR, Greenhouse, or Workable.
Connect to Buk, Runa, or Nubox RRHH for LATAM HR systems.
Fetch payroll or attendance data automatically.
Trigger onboarding flows once a candidate is hired.
Log employee requests in internal systems (vacations, expenses).
Send reminders for performance review deadlines.
🏦 Finance & Accounting
Sync financial records with Xero, QuickBooks, or Contabilium.
Send expense reports to SAP Business One or Tango Gestión.
Validate supplier payment data in AFIP or DIAN (Colombia).
Generate invoices automatically after an order confirmation.
Pull credit history from Equifax, TransUnion, or Veraz.
Calculate commissions based on closed deals.
Trigger payment reconciliation reports.
🏥 Healthcare, Insurance & Services
Register new patient appointments via custom clinic APIs.
Fetch test results or report data.
Connect to Docturno, Nimbo, or Clinicloud systems.
Send appointment reminders or confirmations.
Trigger insurance claim validations via Metlife or Mapfre APIs.
Generate invoices for medical consultations automatically.
🛒 Retail & E-Commerce
Create orders in Shopify, Tiendanube, VTEX, or WooCommerce.
Fetch product availability or stock data.
Update order status (processing, shipped, delivered).
Generate discount coupons dynamically.
Calculate delivery cost and show estimated time.
Sync inventory with Mercado Libre Stores or Linio.
Fetch cart abandonment data from your platform.
Push product feedback into Google Sheets or your CRM.
🧮 Reports, Insights & Automation
Send daily summaries via WhatsApp or Email.
Trigger a dashboard refresh in Google Data Studio or Looker.
Create custom KPIs with data pulled via API.
Export weekly reports from your CRM or ERP.
Generate AI-based summaries of tasks or messages.
Log all automation runs into a monitoring dashboard.
🌍 Utilities & External APIs
Connect to Google Maps, OpenStreetMap, or Here API for routes.
Fetch currency exchange rates from DólarHoy, ExchangeRateAPI, or OpenExchangeRates.
Get weather forecasts from WeatherAPI or ClimaYa.
Translate messages using DeepL or Google Translate API.
Validate postal codes or addresses in Correios (Brazil) or Correo Argentino.
Verify IDs using RENAPER (Argentina) or INE (Mexico) when available through authorized APIs.
🔌 How Custom Tools Work
Each Custom Tool acts as a secure API connector:
The Agent identifies when to use the tool based on the conversation or query.
It gathers the required data inputs (like
email,order_id,address, orlead_id).Frontline sends the API request securely to your endpoint.
The response can be displayed to the user, stored, or trigger a new workflow.
📘 You control the logic — Frontline handles the execution.
🔒 Security & Ownership
Tools and credentials are stored securely within your workspace.
Only your organization can view or edit its own tools.
API keys and tokens are managed and rotated by your admins.
Frontline never shares, exposes, or reuses your credentials.
🧭 Best Practices
Use descriptive, action-oriented names (
Create Lead,Confirm Order,Check Payment).Document each tool’s purpose, inputs, and responsible team.
Test your API connection with sample data before publishing.
Keep credentials updated and remove expired tokens.
Use the “When to use” field to clearly guide the Agent.
Review and disable unused tools regularly.
Group related tools by category or system for easier maintenance.
🚀 Key Takeaway
If it has an API, you can connect it to Frontline.
Frontline’s Custom Tools are built for maximum flexibility — whether you need to:
create a lead,
send an order,
check a payment,
calculate a route, or
integrate internal company systems.
Your Agent can interact seamlessly with any external API, enabling automation and intelligence that fit your exact business needs.