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AI Assist

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How to set up a custom API integration with AI Assist

The instructions below are for desktops and laptops only.

tawk.to’s AI Assist supports custom API integrations that allow your AI agent to perform backend lookups and actions automatically — similar to what a human agent would do.

For example, your AI agent can:

  • Search your product catalog
  • Check order or payment status
  • Look up billing details
  • Retrieve past purchases


This allows customers to get answers instantly without waiting for a human agent.

API integrations are configured per property. If you use multiple AI agents, you can enable or disable each integration individually for every agent.

This guide covers:

  • What you need before getting started
  • How to configure the integration in tawk.to
  • How to test the integration
  • A technical reference for developers building the API


Note: Integrations are only available with the Growth, Business, and Enterprise plans.

Before you start

To set up a custom API integration, you’ll need:

  • An API endpoint
    A URL that AI Assist can send requests to and receive data from.

  • An OpenAPI schema
    A file that describes your API’s endpoints, parameters, and responses so AI Assist knows how to use it.

  • Authentication credentials (if required)
    For example: API key, username and password, or other authentication methods supported by your API.

Using Shopify, WooCommerce, or BigCommerce?
Instead of a custom API integration, you can use tawk.to’s native integrations. See these guides for step-by-step instructions:
How to integrate AI Assist with Shopify
How to integrate AI Assist with WooCommerce
How to integrate AI Assist with BigCommerce

For other platforms
If you're using other platforms, such as:
  • Wix
  • Squarespace
  • Magento
  • PrestaShop
  • A SaaS product with its own API
  • A custom backend system
—you’ll need a developer to build the API endpoint and OpenAPI schema.

If your platform does not expose a direct API, your developer may need to create a proxy service. Common tools used for this include:
  • Google Apps Script
  • Cloudflare Workers
  • A Node.js server

If you’re not comfortable building this yourself, share this guide with a developer. The Technical reference for developers section below explains exactly what they need to implement.
Add the integration in tawk.to

1. Log in to your tawk.to account.


2. Select the correct property.

3. Click Add-ons on the left navigation bar.

4. Click Settings under AI Assist.

5. Select your AI agent.

6. Click Integration/API. Then, click + Add.

7. In the Select Integration page, click the Custom Tool tab and select OpenAPI Server.

8. This opens the Overview tab. Click Install in the upper right corner.

9. In the setup form, enter the following details:


- Schema File URL
This must be a publicly accessible URL pointing directly to a YAML or JSON OpenAPI schema file.


You can host your schema using services such as:
- GitHub (use the Raw file URL)
- GitHub Gist
- Amazon S3
- Any web hosting service

If you don’t yet have a schema file, see the Technical reference for developers section below.

- API base URL:
This is the root URL of your API. The endpoints defined in your schema will be accessed relative to this URL.

Example:
If your API base URL is:
https://script.google.com/macros/s/ABC123

and your schema defines the endpoint:
/exec

AI Assist will call:
https://script.google.com/macros/s/ABC123/exec

10. Choose the Authentication method required by your API.


- No Auth — if your API doesn’t require authentication.

- API key — enter the Key and Value. (e.g., key: “x-api-key”, value: “your-secret-key”)
- Basic — enter your username and password. 

10. Click Save.

After saving, return to your AI agent’s Integration/API page and ensure the Status toggle is enabled for your new integration.

Configure your Base Prompt (optional)

If your schema descriptions are clear and specific, AI Assist should automatically call the correct API endpoints. However, if AI Assist does not trigger the correct API call, you can add an instruction to your Base Prompt.

Example:
“If the customer asks about order status, use the trackOrder API tool call.”

For detailed steps on configuring your Base Prompt, see this guide:
Modifying the Base Prompt

Test your integration

Before deploying your integration, test it carefully.

Test the API directly
Use a tool such as Postman or a browser to call your API endpoint and confirm that it returns the expected responses.

Test using the AI Assist preview
In the AI Assist settings page, use the chatbot preview panel to simulate customer questions. Example tests:

  • Product search: “Show me leather bags”
    Expected behavior: triggers a product search API call.

  • Order tracking: “Where is my order #12345?”
    Expected behavior: triggers an order tracking API call.

  • Unrelated question: “What’s the weather today?”
    Expected behavior: should not trigger an API call.

Test edge cases
Make sure your API handles situations such as:
  • No products found
  • Order not found
  • API delays or timeouts
  • API errors

Troubleshooting

Below are some common issues you may encounter when setting up an API integration.

AI Assist never calls the API
Possible causes:
  • The integration Status toggle is turned off
  • The schema descriptions are too vague
  • The Base Prompt instructions do not reference the correct tool
How to fix it:
  • Go to Integration/API and confirm the integration is enabled for your agent.
  • Review your schema descriptions and make sure they clearly explain when the API should be used.
  • Add a Base Prompt instruction if necessary to guide AI Assist.

AI Assist says the request didn’t work
In the chat, AI Assist may respond with a message such as: “I couldn't retrieve that information.”
This usually means the API call was attempted but did not return usable data.


Possible reasons include:
  • The API returned no matching results
  • The request parameters were incorrect
  • An authentication issue
  • An API error or timeout
How to troubleshoot:
  • Test the API endpoint directly using Postman or a browser.
  • Verify that the same parameters return valid results.
  • Check that authentication credentials and the API Base URL are correct.
If you're unable to identify the cause, contact us via live chat. Our team can inspect the full request.

Schema file will not load
Possible causes:
  • The schema file is not publicly accessible
  • The schema is not valid OpenAPI 3.0 format

How to fix it:
  • Open the schema URL in a browser to confirm it is accessible.
  • Validate the schema using editor.swagger.io.

AI responses contain incorrect or generated information
This may happen if AI Assist generates information not present in the API response.

To reduce this behavior, add the following instruction to your Base Prompt:
“Only share information returned by the API.”

Not sure if AI Assist is calling the API
Currently, API tool calls are not displayed in the preview panel’s data source breakdown. If you need confirmation that the API is being called, contact us via live chat. Our team can review the request logs.

Things to remember

  • AI Assist uses the descriptions in your schema to determine when and how to call your API. Clear descriptions improve reliability.
  • Each API request is independent. AI Assist does not directly access previous API responses. However, AI Assist can reference messages already sent in the conversation.
  • API responses take priority over other data sources. If API data is available, AI Assist will prioritize it when generating replies.
  • Long conversations may be truncated, which may prevent AI Assist from referencing earlier messages.

Schema updates
While the API Base URL can be edited at any time, the Schema File URL cannot be viewed or edited.

The schema is stored as a snapshot. If you update the schema file at the source URL, the integration will not automatically update.

To apply schema changes:
  1. Delete the existing integration.
  2. Add the integration again using the updated schema.

Best practices

Technical reference for developers

The sections below are intended for developers building the API endpoint and OpenAPI schema. If you're working with a developer, share this section with them.

Building the API endpoint
Your API endpoint must:
  • Accept HTTP requests (GET or POST)
  • Return JSON responses
  • Be publicly accessible

The response structure is flexible, but it should be clear and descriptive.

Example: Product search response

Example: Order tracking response

Error responses
Write error messages as if they may be shown to the customer.

Example:

AI Assist may use these messages when generating responses.

Creating the OpenAPI schema
The schema must follow OpenAPI 3.0 format (YAML or JSON).
Recommended tools:
For a working example, see the sample schema on GitHub.

Writing good schema descriptions
The description fields in your schema help AI Assist understand when to call your API and how to use it. Think of these descriptions as instructions for the AI agent, not developer documentation.

Your descriptions should explain:

  • When to use the endpoint
    Example: “Use when the customer asks about products, inventory, or wants to browse items.”
  • What parameters to send
    Explain where values come from and how they should be formatted. Example:
    “Extract the keyword from the customer’s message.”
  • How to interpret the response
    Example:
    • “If stock is 0, tell the customer the item is out of stock.”
    • “If a tracking URL is present, always include it in the response.”
Avoid vague descriptions such as:
  • “The action to perform”
  • “Search keyword”

The more specific your descriptions are, the more accurately AI Assist can trigger the correct API call with the correct parameters.

Related guides

Getting started with AI Assist
Modifying the Base Prompt
How to integrate AI Assist with Shopify
How to integrate AI Assist with WooCommerce
How to integrate AI Assist with BigCommerce
How to integrate AI Assist with Picqer
Understanding AI Assist's Data Sources
Deploying multiple AI Agents across support channels
Using Base Prompt instructions for escalation
How to train AI Assist to transfer chats to human agents

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