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AI Frontdesk: Setting up API integrations

Valid for AI Receptionist (packages from August 19, 2026). (Momentum AI)

API integrations allow you to connect third-party systems such as CRM, calendar, or ticketing systems to your assistant via their REST interfaces. The assistant then exchanges data with these systems while a call is in progress – for example, it retrieves a caller’s order status or creates a support ticket. In this way, it not only answers questions but also carries out tasks within your business processes. This feature is available in the AI Receptionist product. The following steps show you how to set up an integration.

Requirements

  • You have the following package:
    • AI Receptionist Unlimited
  • API endpoint: You have access to an external system that accepts requests via a public REST API.
  • Authentication: You have the target system’s login credentials (e.g. API key, bearer token, or Basic Auth). Interactive OAuth flows with a login window are not currently supported.
  • API knowledge: You are familiar with REST APIs, the HTTP methods GET and POST, and the JSON format.

Note

If you are not familiar with these terms, we recommend that you carry out the setup in consultation with your IT administrator or web developer.

What you can achieve with API integrations

Through integration, your assistant can carry out actions in real time and personalise the conversation based on up-to-date data. Typical use cases:

Use case Example systems Benefits for you
Customer relationship management (CRM) Salesforce, HubSpot, Pipedrive The assistant can instantly identify callers by their telephone number, retrieve customer data (e.g. order status), and provide personalised support.
Calendar & Booking Tools Google Calendar, Calendly, Outlook The assistant can book, reschedule, or cancel appointments by checking availability in real time.
Marketing HubSpot (email campaigns), Mailchimp Following a call, the assistant can automatically add the caller to a mailing list (e.g. for a newsletter) or create a lead in your system.
Support & Ticketing Zendesk, Freshdesk The assistant can automatically create a new ticket for support inquiries or check the status of an existing ticket.

Note

You do not need a separate API integration for Cal.com, Calendly, Google Calendar, and Microsoft 365. You can integrate these calendars directly within the Appointment Booking section. Appointment booking is subject to fewer conditions than the API integrations: It is available with the AI Chat Assistant – regardless of your package – as well as with the AI Receptionist in the AI Receptionist Flex, AI Receptionist Flex Pro, and AI Receptionist Unlimited packages. You can find instructions for integrating these in the following articles:

How an integration is structured

Your assistant calls the connected API as an HTTP client. An integration therefore consists of two parts:

  • Parameters: Specifies which details the assistant must request from the caller before sending the request – for example, a customer number or a date. The input is in JSON Schema format.
  • Request: Defines the actual API call. Here, you specify where the requested details are to be inserted – in the URL, the header or the body of the request. This is entered in HAR format.

Open the assistant’s settings

  • Log in to your IONOS account.
  • Click on Menu > AI Frontdesk in the title bar.
  • In the contract overview, click on Manage in the tile for the contract you want.
  • Open the API Integrations section. This is where you configure all the following settings.

Add integration

Please Note

You are responsible for the administration, security, and availability of the connected API. Faulty endpoints may cause the assistant to terminate the conversation.

Click on Add integration. The Add integration window opens. Here, you can create the definition in two ways: using an external AI tool to support the LLM, or manually in expert mode. The active mode is shown to the left beneath the window title; to the right of this, you can switch to the other mode.

Create a definition using an AI tool

To save you having to write the HAR format syntax yourself, the window provides a ready-made prompt. You pass this prompt to an external AI tool, which generates the code for you.

Please Note

Do not disclose any confidential login details in external AI tools. Enter keys or tokens exclusively in the assistant interface.

  • In Step 1, click the Open in ChatGPT button. If you wish to use a different AI tool, select it first using the arrow to the right of the button – the interface lists ChatGPT, Claude, and Gemini as examples.

  • The selected provider’s website will open in a new browser tab. Usually, the required prompt is automatically entered into the chat input field.

    Tip: Depending on the AI tool you’ve chosen, the prompt may not be executed automatically. In this case, press the Enter key to send it. If the input field remains empty, paste the prompt from your clipboard by right-clicking or using Ctrl+V or Cmd+V.

  • Answer any follow-up questions about the desired API in the chat.
  • Copy the JSON response from the AI tool.
  • Switch back to the Add integration window and paste the response into the text field under Step 2.
  • Click Apply.
Enter the definition in expert mode

This is the quickest way if you already have the required code in JSON format.

  • Click on Expert mode.
  • Fill in the fields:
    • Name: Choose a unique name. The interface suggests technical names such as get_appointments or search_products.
    • Description: Describe when and how this integration should be used. The wizard uses this information to decide whether to trigger it during the conversation.
    • Parameters: Define the details the assistant should ask the caller for. The field is pre-populated with an empty JSON schema template.
    • Request: Define your API request in HAR format. Use {{ variableName }} to refer to a parameter defined above. This field is also pre-populated – with the structure of a GET request.
  • Click on Apply.

Save changes

To apply your changes, click the Save changes button in the top right-hand corner. As long as you haven’t made any changes, the button will be greyed out and labelled No changes.

If you have already embedded the website widget on your website, your saved changes will be automatically applied there – there is no need to embed it again. It may take a few minutes for the changes to become visible to all visitors.

You should then test the new integration with a test call, describing an issue that the integration is designed to handle. You can find out how to make a test call in the article Making a test call.

Note on hallucinations

AI systems may occasionally make incorrect or inaccurate statements, known as hallucinations. This means that the AI estimates or interprets answers when no clear information is available.

Please Note:

  • The AI cannot always adhere 100% to your specifications.
  • You should therefore scrutinise important answers carefully.
  • Such deviations are not technical faults, but a typical characteristic of generative AI.

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