Enterprise AI Integration Playbook

Integrations are where automation becomes real.

Without a clean channel architecture, even strong AI prompts fail in production.

This playbook gives a staged approach to connect and operate:

• Webchat
• WhatsApp Cloud API
• Instagram
• Facebook
• API channel extensions

If you need the role design first, read AI Workforce Guide for SMBs.

Stage 1: Webchat Baseline

Start with website widget integration before social channels.

Why

• Fastest validation cycle
• Full control over request flow
• Lower platform policy friction

Checklist

• Install widget script with company ID
• Validate message storage in conversations table
• Confirm role routing by test intents

Stage 2: WhatsApp Cloud API

WhatsApp is high-value for support and lead follow-up.

Required Inputs

• Cloud API token
• Phone number ID
• Verified webhook configuration

Operational Rules

• Use Support AI for issue intents
• Use Sales AI for pricing/demo intents
• Escalate payment disputes to human queue

See WhatsApp and Instagram Automation Stack for routing examples.

Stage 3: Instagram and Facebook

Social channels bring lead generation and pre-sales traffic.

Required Inputs

• OAuth access token
• Business account/page mapping
• Event subscription validation

Common Failure Modes

• Missing permissions in app review
• Token expiry without refresh strategy
• Page/account mismatch in routing config

Stage 4: Unified Routing Layer

Do not let each channel define its own prompt logic.

Route all channels through one backend decision layer.

Routing Inputs

• Platform
• Intent
• Customer stage
• Role availability
• Escalation rules

Routing Outputs

• Assigned AI employee
• Prompt context package
• Allowed action set
• Escalation path

Stage 5: Verification Matrix

Before marking channel "live," run a test matrix:

• Sales intent recognized correctly
• Support issue resolved or escalated
• HR query routed to HR AI only
• Invalid token test rejected
• Duplicate webhook events handled safely

Stage 6: Observability and Reporting

Track each channel independently:

• First response time
• Resolution ratio
• Escalation ratio
• Conversion contribution

Export reports from Reports Module to keep channel owners accountable.

Integration Governance Rules

H2: Security Rules

• Encrypt integration tokens
• Verify webhook signatures
• Restrict write routes by origin and role

H2: Data Rules

• Store channel metadata per company
• Avoid cross-channel identity collisions
• Preserve customer identifiers

H2: Reliability Rules

• Retry transient failures
• Deduplicate webhook events
• Log integration errors with context

Deployment Timeline

Week 1

• Webchat live
• Role routing validated

Week 2

• WhatsApp live
• Escalation rules tuned

Week 3

• Instagram/Facebook live
• Channel performance dashboards active

Final Recommendation

Integration success is not "connect API and hope."

It is staged rollout + deterministic routing + strong governance.

CTA

Use WellStreak to connect channels once and control routing centrally. Begin at Signup and align your rollout with Pricing.