The integration builder supports standard authorization types, including API keys, bearer tokens, username and password, and OAuth 2.0. However, based on your organization’s needs and workflows, standard authorization might not be sufficient. That’s why the integration builder also supports a custom auth-only integration type that works with your organization’s authentication and authorization solutions.

This article contains the following topics:

  • About custom authorization
  • Configuring custom authorization
  • Testing custom authorization

About custom authorization

The custom auth-only integration makes a request for a token and its expiry, which it then passes to the data or main integration for authorization to then make the request for the data.

Overall, the custom authorization flow is as follows:

  1. Authorization request. The configured auth-only integration sends a request to the server, asking for permission to retrieve an access token. If the server authenticates the request (coming from Ultimate), it authorizes the retrieval of the access token and, if available, its expiration time.
  2. Handling the token. After the server responds with the access token, the integration stores two key pieces of information: the token parameter itself and its expiresIn parameter, which determines how long the token is valid.
  3. Passing the token to the data integration. These two parameters (token and expiresIn) are passed to the next step, which is the data integration. The token is used to authenticate subsequent requests made by the data integration. The token is set and handled internally, and is never exposed to the session or conversation data.
  4. Custom authorization request for data. With the access token in place, the data integration is now authorized to retrieve the necessary data, which is used to enrich the conversation.

The flowchart below illustrates the custom authorization flow.

Configuring custom authorization

You configure custom authorization as part of the normal process of creating an integration in the integration builder.

To configure custom authorization in the integration builder

  1. In the main menu, click API Integrations.
  2. In the top right, click Add Integration.
  3. In the Add Integration window,
    1. In the Integration name field, give your integration a descriptive name.
    2. (Optional) In the Description field, enter a description of the integration that helps you remember what it’s for.
    3. Select Setup as an ‘auth only’ integration.
    4. Click Save.
  4. In the left sidebar, under Scenarios, hover over Failure, select the options menu () and select Delete. For custom authorization, you only need Success scenarios. You can’t delete Fallback scenarios.
  5. On the Success scenarios page, create two session parameters (by clicking the + button) with the following details:
    • token
      • Key: token (must be written exactly like this)
      • Query: Enter a value that defines the token. For example: data.access_token
    • expiresIn
      • Key: expiresIn (must be written exactly like this)
      • Query: Enter a value that defines the token expiry. For example: data.expires_in
        Token expiry may not be part of your data response. In that case, you can hardcode a value (in seconds) of your choice. For example: 3600
        We strongly recommend setting a token expiry. If you run into an error when testing, this is the amount of time you’ll need to wait before a new token is issued. With no expiry, the token is set indefinitely, meaning you won’t be able to issue a new one during troubleshooting.
  6. Continue creating the integration as you normally would. For help, see Integration Builder Explained.
  7. In the left sidebar, under Environments, select an environment (such as Production).
  8. On the Authorization tab, in the Authorization Type drop-down field, select Custom.
  9. In the API authorization integration drop-down field, select the custom auth-only integration you created above.
  10. Select the Headers tab and click Add Header.
  11. Fill in the following fields:
    • Key: Authorization
    • Value: Bearer {{apiToken}} (must be written exactly like this)
  12. Click Save.

Testing custom authorization

After you configure your custom auth-only integration, we recommend testing it. For help, see Test Functionality.

Troubleshooting statusCode: null

Additionally, when testing your integration, you might encounter a “statusCode: null” message, as shown in the image below:

First, double-check that your custom auth-only integration has been correctly configured according to the steps above.

Next, take note of where the error is occurring. If it’s in the auth integration, something likely isn’t configured correctly, or the URL you’re making the request to might be wrong. In this case, we recommend checking with engineers on your side, as they may be able to provide more information on what’s wrong.

If you’ve taken the steps above and are still encountering this error, wait until the token expires and try again.

If you’ve tried all of these troubleshooting steps and the integration still isn’t working, contact your CSM for additional assistance.

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