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Integrations overview

An Integration connects an agent to an external system — your service desk, HRIS, identity provider, file store, or collaboration tool — and turns that system’s capabilities into tools the agent can use. Integrations are the primary way an agent gets the ability to find information and take action. Reach for one before authoring a Skillset. Each integration is built and maintained by Cobalt, with guardrails and audit logging built in.

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Two kinds of capability

Integrations provide two kinds of tools, and they’re authorized differently:

• Reads (on behalf of the user). Search and lookup tools that run as the asking user. Each end user authorizes once, and the agent only ever sees what that user can already see. No administrator credential is required beyond enabling the integration.
• Privileged actions (granted by an administrator). Tools that act for the organization — reset a password, add a user to a group, change a record. These require an administrator to grant access once, run under policy, and write an audit entry on every call. Until they’re authorized, these tools wait in an “awaiting authorization” state while the read tools work normally.

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Adding an integration

For the verified integrations, adding one is a guided three-step wizard: Other integrations use a single configuration form with the same capability-and-authorization choices. Either way, after setup you can run the built-in connection test, and for systems that hold documents — a knowledge base, a file store, a wiki — choose which spaces, sites, or folders to index so the agent can search and cite them.

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Administrator authorization methods

Privileged actions use whichever method a given system supports. All credentials are encrypted at rest and never shown back in the console.

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What’s available

Cobalt includes integrations across the systems an IT or HR agent typically needs, including:

• Productivity & collaboration — Google Workspace, Microsoft 365, Outlook, SharePoint / OneDrive, Slack, Microsoft Teams, Notion, Asana, Box, Dropbox.
• IT service management — ServiceNow, Zendesk, Freshservice, Freshdesk, HappyFox, BMC Remedy, Atlassian (Jira, Confluence, Jira Service Management).
• Identity & security — Okta, Microsoft Entra, SailPoint, Ping Identity, Duo Security, Adobe Admin Console.
• HR, HRIS & payroll — Workday, UKG Pro, UKG Workforce Management, Gusto, Rippling, Dayforce.
• CRM & finance — Salesforce, Freshworks CRM, Coupa.
• Intranet — Unily, LumApps.

For the full list — every integration, its maturity, and what it does — see the Integration catalog. The catalog in your console is the live source of truth for what’s available and which capabilities each integration supports.

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Generally available vs. experimental

Each integration in the catalog carries a maturity badge:

• Generally available (GA) — verified end-to-end and ready to rely on.
• Experimental — usable, but not yet verified against a live vendor instance. Activating one shows an Experimental badge and asks you to acknowledge that status before it goes live. Try these in Preview before putting them in front of employees.

The GA integrations have a detailed setup guide here in the docs:

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A flagship example

See Google Workspace for an end-to-end setup — read access in about a minute, plus the steps to enable privileged admin actions. See Microsoft Teams for a worked example of an agent acting inside a workspace tool on each person’s behalf — searching, messaging, and creating meetings as the user — and how that differs from hosting the conversation in the Teams channel. For an ITSM example with per-person and organization modes, see Freshservice. Freshdesk is the same shape, and is worth reading if you want to understand what happens when a vendor offers no per-person sign-in at all: the API key is organization-wide, so Cobalt itself enforces the per-person boundary and refuses rather than guessing when it can’t identify someone.