Integrations Management - CRM6.3P1US6.3

1. Problem Statement

User Roles Identified:

• System Administrator - Technical lead responsible for CRM system configuration and API management
• Utility Administrator - Business process owner managing CRM workflows and integrations

Pain Points by User Role:

System Administrator:

• Complex API key management without proper visibility into usage and security
• Manual webhook configuration process prone to errors and inconsistent event handling
• Lack of centralized control over integration status and monitoring
• Difficulty regenerating API keys without service disruption
• No standardized approach to webhook URL validation and testing

Utility Administrator:

• Limited visibility into which integrations are actively working vs. available
• Cannot easily configure webhook events for business process automation
• Difficulty coordinating between connected and available integrations for workflow optimization
• No self-service capability to manage simple integration configurations

Core Problem:

The CRM system lacks a comprehensive integration management interface that provides clear visibility into API access control and webhook configuration, making it difficult for administrators to maintain secure, reliable connections with external tools while enabling business users to optimize their workflow integrations.

2. Who Are the Users Facing the Problem?

System Administrator (IT Director/DevOps)

• Responsible for API security, access management, and system integrations
• Manages technical infrastructure and ensures secure connectivity
• Should have full access to API key management and regeneration capabilities

Utility Administrator (Business Process Owner)

• Manages CRM workflows and business process automation
• Coordinates between different tools and services for operational efficiency
• Should have access to webhook configuration and integration status monitoring

3. Jobs To Be Done

For System Administrator: When I need to manage API access and webhook configurations for external integrations, But I lack centralized visibility and control over API keys, webhook URLs, and integration security settings, Help me provide a comprehensive integration management dashboard with secure API key handling and webhook configuration tools, So that I can maintain secure, monitored connections while reducing manual configuration errors and security vulnerabilities.

For Utility Administrator: When I need to configure business process automation through webhook integrations, But I cannot easily see which integrations are working, configure event subscriptions, or coordinate workflows between connected services, Help me access integration status visibility and self-service webhook configuration capabilities, So that I can optimize business workflows and ensure critical events trigger the appropriate automated responses.

4. Solution

Integration Dashboard and Management System

A comprehensive integration management interface that provides clear visibility into connected vs. available integrations, with dedicated sections for API management and webhook configuration.

Key Capability Areas:

1. Integration Status Visibility

• Connected integrations counter with real-time status
• Available integrations display with quick connection options
• Integration category organization and filtering

2. API Key Management

• Secure API key display with copy functionality
• One-click API key regeneration with confirmation
• API usage monitoring and access logging

3. Webhook Configuration Management

• Add new webhook dialog with URL validation
• Event subscription checkboxes for granular control
• Active webhook list with toggle controls

4. Integration Categories and Organization

• Email, Communication, Marketing, Social, and CRM categorization
• Category-based filtering and management
• Integration recommendations based on usage patterns

5. Security and Access Control

• Role-based access to API key management
• Webhook URL validation and security checking
• Integration audit logging and monitoring

6. Real-time Status Monitoring

• Integration health status indicators
• Connection testing and validation tools
• Error reporting and troubleshooting guidance

7. Self-Service Configuration

• Guided webhook setup with event selection
• Template-based configuration for common integrations
• Quick toggle controls for enabling/disabling integrations

5. Major Steps Involved

Main Flow Steps:

1. Access Integration Dashboard
   • Navigate to CRM main menu
   • Click on "Settings" in left navigation
   • Select "Integrations" from settings menu
   • Land on Integrations overview page showing Connected (2), Available (4), Categories (6)
2. Navigate to API Settings
   • Scroll down to locate "API Settings" section
   • Observe "Configure API access and webhooks" description
   • Locate existing API Key display showing masked format: "sX_****6087conf...1gmil3bg"
3. Access Webhook Configuration
   • Locate "Webhooks" subsection under API Settings
   • Read "Configure real-time event notifications" description
   • Click blue "Configure" button to open webhook management modal
4. Review Existing Webhooks
   • Modal opens with title "Webhook Configuration"
   • Review "Active Webhooks" section showing current webhook: "https://api.example.com/webhooks/contacts"
   • Observe existing webhook has toggle switch enabled and shows "contact.created" and "contact.updated" events
5. Add New Webhook
   • Click "Add New Webhook" button in modal
   • "Webhook URL" input field appears
   • Enter new webhook URL: "https://your-api.com/webhooks"
   • Input field validates URL format in real-time
6. Configure Event Subscriptions
   • Locate "Events to Subscribe" section with checkbox list
   • Available events displayed:
     • ☐ contact.created
     • ☐ contact.deleted
     • ☐ campaign.completed
     • ☐ campaign.started
     • ☐ contact.updated
     • ☐ email.sent
     • ☐ email.clicked
   • Select desired events by checking boxes (e.g., ☑ contact.updated, ☑ campaign.started, ☑ email.sent)
7. Save Webhook Configuration
   • Review selected URL and events
   • Click blue "Add Webhook" button at bottom of modal
   • System validates webhook URL accessibility
   • New webhook appears in "Active Webhooks" list with toggle enabled
8. Test and Verify
   • New webhook shows in active list with selected events
   • Toggle switch is automatically enabled for new webhook
   • System displays success confirmation
   • External system begins receiving webhook notifications for selected events
9. Monitor and Manage
   • Return to main integrations dashboard
   • Verify integration status updates reflect new webhook connectivity
   • Monitor webhook delivery through system logs (if admin access available)
   • Use toggle switches to enable/disable webhooks as needed for maintenance

Alternative Flows:

Flow 4a: Webhook URL Validation Failure

• At step 6, if URL format is invalid or unreachable:
  • System displays error message: "Invalid webhook URL format" or "Webhook endpoint unreachable"
  • User corrects URL format
  • System re-validates before allowing proceed to event selection

Flow 7a: API Key Regeneration Required

• If during setup, API key needs renewal:
  • Click "Regenerate Key" button next to existing API key
  • Confirmation modal appears: "Are you sure you want to regenerate the API key?"
  • Click "Confirm" to generate new key
  • New API key displays immediately with copy functionality
  • Update webhook endpoint authentication with new key

Flow 8a: Webhook Management

• To disable existing webhook:
  • Locate webhook in "Active Webhooks" list
  • Toggle switch to "off" position
  • Webhook immediately stops sending events
• To delete webhook:
  • Click delete icon (🗑) next to webhook URL
  • Confirmation dialog: "Delete webhook?"
  • Click "Confirm" to permanently remove

Post-conditions:

• New webhook is configured and actively sending events
• Integration status dashboard reflects updated connectivity
• External system receiving webhook notifications for selected events
• Audit log contains record of webhook configuration activity

Error Handling:

• Invalid URL formats show immediate validation errors
• Network connectivity issues display retry options
• Webhook delivery failures logged for troubleshooting
• System maintains webhook configuration even if temporary delivery issues occur

6. Flow Diagram

7. Business Rules

General Rules:

• System must display integration counts: Connected (exact count), Available (exact count), Categories (exact count)
• Integration status must be real-time and accurately reflect current connection state
• All integration actions must be logged for audit purposes
• System must support role-based access control for different administrative functions

API Key Management Rules:

• API key must be partially masked when displayed (showing format: "sX_****6087conf...1gmil3bg")
• API key regeneration must require explicit confirmation before execution
• New API key must be immediately available for copy after regeneration
• System must maintain only one active API key at a time per user/organization
• API key must be alphanumeric with underscores, minimum 32 characters
• Copy functionality must work across all modern browsers and provide user feedback

Webhook Configuration Rules:

• Webhook URL must be validated for proper HTTPS format before saving
• Webhook URL must be accessible and return proper HTTP response codes during validation
• Event subscription checkboxes must include: contact.created, contact.updated, campaign.completed, campaign.started, email.sent, email.clicked, email.opened
• System must support multiple active webhooks simultaneously
• Webhook toggle switches must immediately enable/disable webhook without requiring save action
• Active webhook list must show URL and associated events for each configured webhook
• Webhook deletion must require confirmation to prevent accidental removal

Integration Status Rules:

• Connected integrations must show "Connected" status with toggle switch enabled
• Available integrations must show "Available" status with connection option
• Integration categories must be: Email (Gmail), Communication (Slack), Marketing (HubSpot), Social (LinkedIn), CRM (Salesforce)
• Each integration card must display appropriate category tag and description
• Integration health status must be checked every 5 minutes and updated in real-time
• Failed integrations must show error status with troubleshooting guidance

Access Control Rules:

• System Administrators must have access to API key regeneration functionality
• Utility Administrators must have view-only access to API key (copy function only)
• Both roles must have access to webhook configuration with appropriate limitations
• Integration connection/disconnection must be logged with user identification and timestamp
• Sensitive operations (API key regeneration) must require additional authentication confirmation

Error Handling Rules:

• Invalid webhook URLs must display specific validation error messages
• API key regeneration failures must provide clear error messaging and rollback options
• Integration connection failures must provide diagnostic information and next steps
• System must gracefully handle temporary API unavailability with retry mechanisms
• Webhook delivery failures must be logged and provide retry capabilities with exponential backoff

8. Sample Data

Integration Status Data:

json

{
"connected": {
"count": 2,
"integrations": [
{
"name": "Gmail",
"category": "Email",
"status": "Connected",
"description": "Sync emails and calendar events",
"lastSync": "2024-08-31T10:30:00Z"
},
{
"name": "Google Calendar",
"category": "Email",
"status": "Connected",
"description": "Sync meetings and events",
"lastSync": "2024-08-31T10:25:00Z"
}
]
},
"available": {
"count": 4,
"integrations": [
{
"name": "Slack",
"category": "Communication",
"status": "Available",
"description": "Get notifications and updates"
},
{
"name": "HubSpot",
"category": "Marketing",
"status": "Available",
"description": "Sync marketing data"
},
{
"name": "LinkedIn",
"category": "Social",
"status": "Available",
"description": "Import professional contacts"
},
{
"name": "Salesforce",
"category": "CRM",
"status": "Available",
"description": "Import contacts and opportunities"
}
]
}
}

API Configuration Data:

json

{
"apiKey": "sX_edht6087confxrvitlMeySzylgmil3bg",
"maskedDisplay": "sX_****6087conf...1gmil3bg",
"lastRegenerated": "2024-08-15T14:22:00Z",
"usage": {
"totalCalls": 15420,
"lastCall": "2024-08-31T10:35:00Z"
}
}

Webhook Configuration Data:

json

{
"activeWebhooks": [
{
"id": "wh_001",
"url": "https://api.example.com/webhooks/contacts",
"events": ["contact.created", "contact.updated"],
"status": "active",
"created": "2024-08-20T09:00:00Z"
}
],
"availableEvents": [
"contact.created",
"contact.updated",
"campaign.completed",
"campaign.started",
"email.sent",
"email.clicked",
"email.opened"
]
}

9. Acceptance Criteria

1. The system must display integration dashboard with Connected (2), Available (4), and Categories (6) counters that reflect real-time status
2. The system must show API key in masked format (sX_****6087conf...1gmil3bg) with copy functionality
3. The system must provide "Regenerate Key" button that requires confirmation before generating new API key
4. The system must display "Configure" button for webhooks that opens modal dialog
5. The system must show active webhooks list with URL and toggle switches in webhook modal
6. The system must provide "Add New Webhook" functionality with URL input field and event checkboxes
7. The system must validate webhook URLs for proper HTTPS format before saving
8. The system must include event checkboxes for: contact.created, contact.updated, campaign.completed, campaign.started, email.sent, email.clicked, email.opened
9. The system must allow toggling webhooks on/off without requiring page refresh
10. The system must display integration cards with appropriate status (Connected/Available) and category tags
11. The system must show Gmail and Google Calendar as "Connected" with toggle switches enabled
12. The system must show Slack, HubSpot, LinkedIn, and Salesforce as "Available" with connection options
13. The system must categorize integrations into Email, Communication, Marketing, Social, and CRM categories
14. The system must provide delete functionality for active webhooks with confirmation dialog
15. The system must log all API key regenerations and webhook configuration changes for audit purposes
16. The system must restrict API key regeneration to System Administrator role only
17. The system must allow both System and Utility Administrators to view and copy API keys
18. The system must provide real-time status updates for integration health without page refresh
19. The system must display appropriate error messages for failed webhook URL validation
20. The system must maintain webhook configuration state across browser sessions and page refreshes

10. Process Changes

11. Impact from Solving This Problem

12. User Behavior Tracking

System Administrator Tracking Plan:

12. User Behavior Tracking

System Administrator Tracking Plan:

Utility Administrator Tracking Plan:

Key Questions Answered by Tracking:

Operational Questions:

• Which integrations have the highest adoption and engagement rates?
• What are the common failure points in webhook configuration?
• How effective is the self-service approach vs. previous manual processes?

User Experience Questions:

• Where do users experience friction in the integration management workflow?
• Which features are underutilized and may need better discoverability?
• How does role-based access affect feature usage patterns?

Business Impact Questions:

• What is the correlation between integration usage and overall CRM adoption?
• How does integration health monitoring affect system uptime?
• What is the ROI of self-service integration management vs. manual processes?

Security and Compliance Questions:

• How frequently are API keys rotated and what triggers regeneration?
• Are webhook configurations following security best practices?
• What audit trail gaps exist that need additional logging?

Link - https://preview--crmcopy1.lovable.app/contacts