An application programming interface (API) is a controlled way for software to request or exchange information. An integration connects tools so information can move between them.
A simple example
When a website form is submitted, an integration could create a customer record and notify a colleague. A customer relationship management system (CRM) is one place a business might keep that record.
Where AI fits
An AI tool may be able to use information from connected systems to draft or sort work. What it can access depends on the setup; its answer can still be wrong.
What to check
Agree which information can be shared, who has access and what happens if a connection fails. Test that the right information reaches the right place.
What to agree before connecting tools
Write down which system owns each piece of information, what triggers an update and which fields should move. For example, a website enquiry could create a CRM record, while the CRM remains the source for the customer’s contact details.
Plan for duplicates, missing fields and temporary outages. The team needs to know when a transfer failed and how to retry or correct it. Limit access to the information the connection actually needs and check permissions before sharing personal data.
How the connection knows when to act
One system can notify another when an event happens, such as a form submission; that notification is often called a webhook. Alternatively, a connection may check for changes at intervals. The right approach depends on what the tools support and how quickly the team needs the update.
An API key or other credential identifies the connection and should stay private. Agree who maintains it, which records it may access and how access is removed when it is no longer needed. Keep a visible record of failed transfers so the team can investigate and retry them.
Explore our AI and automation implementation work to see how connected processes can fit around a team.