Integrations

Support does not end at the support team. A bug needs engineering, a refund needs finance, an order question needs whoever runs the warehouse. Integrations connect Tola to the places that work happens, so a conversation can become a task somewhere else without anyone copying and pasting.

What integrations are for

Two distinct purposes, worth separating:

Pushing work out. A conversation reveals a bug, so it becomes an issue in your engineering tracker. A conversation needs a decision, so it appears in the right Slack channel. The support team stops being a relay between customers and colleagues.

Pulling context in. An agent sees the customer's orders, subscription or account status inside the conversation, without leaving it. This is the one that makes agents visibly faster, because most of what slows them down is looking things up elsewhere.

Slack

Mirror conversations into a Slack channel, and reply to customers from Slack.

Useful when a team that does not live in Tola needs visibility — a small company where everyone reads support, or an escalation channel that engineering watches.

Be deliberate about which conversations you mirror. Piping everything into Slack recreates the noise problem the inbox was meant to solve, and people stop reading the channel within a fortnight. Mirror one channel, or use a workflow to notify Slack only for high-priority or specifically-labelled conversations.

Linear

Turn a conversation into a Linear issue without leaving Tola, with the conversation linked so nobody has to hunt for the original report.

This is the highest-value integration for product teams. It closes the loop that is usually broken: a customer reports a bug, it is fixed weeks later, and nobody tells the customer. With the conversation linked to the issue, the person who raised it can be told when it ships.

Notion

Connect Notion so your internal documentation is reachable from the conversation. Where the help center is what customers read, Notion is often where the internal detail lives — the refund policy your agents follow, the escalation path, the things not published publicly.

Shopify

For commerce businesses, this is the one that changes daily work most.

Agents see the customer's orders, fulfilment status and history inside the conversation. "Where is my order" — reliably the single most common message any online store receives — is answered without opening another tab and without asking the customer for an order number they do not have to hand.

Google and Microsoft

Beyond connecting mailboxes as email channels, these are used for single sign-on, so your team signs into Tola with the accounts they already have. See security and compliance.

Connecting your own systems

Most businesses have something Tola does not integrate with by name — a booking system, an ERP, an in-house customer database, a national payment provider.

Tola can connect to these in two directions:

Tola tells your system something. A workflow sends conversation details to your system when something happens, so it can create a task, update a record or raise an alert.

Your system tells Tola something. Your system updates a contact's attributes, sends a message, or opens a conversation — so a failed payment or a shipped order can start a conversation automatically.

This is short configuration work for whoever maintains your systems, not a software project. If you are evaluating Tola and this matters, it is worth raising early so we can confirm the specifics for your setup.

Dashboard apps

A dashboard app embeds one of your own screens directly into the conversation view — your admin panel, your order lookup, your subscription manager.

This is often the fastest way to give agents the context they need. Rather than building a full integration, you show them the internal tool they already use, in the panel beside the conversation, already filtered to the customer they are talking to.

Choosing what to connect

Connect an integration when it removes a step someone takes repeatedly. That is the whole test.

In practice the ordering that pays off is:

1. The one your agents look things up in. Whatever tab they open beside Tola all day — orders, subscriptions, bookings. Removing that switch is worth more than everything else combined.
2. Your engineering tracker, if you receive bug reports. It closes the loop back to the customer.
3. Slack, narrowly scoped, for genuine escalation only.
4. Everything else, when a specific repeated annoyance justifies it.

Resist connecting things because they are available. Every integration is a thing that can break, and one that saves nobody any time is pure maintenance cost.