Connectors

Connectors allow customers to link external applications outside the NiCE ecosystem into their workflows. This makes it easier for organizations to bring together data from both front-office and back-office systems. This allows for smooth, end-to-end operations. To support this, NiCE partners with its OEM partner, Tray, which provides ready-to-use connectors for many popular apps. If a user uses an application that Tray does not support, they can still connect it to their workflow using a custom connector. These connectors support major authentication types and allows users to configure APIs to fetch or update data based on business needs.

Capabilities

• External Connectors with Tray

  • Integrates supported third-party applications using Tray’s built-in connectors.

• Custom Connectors

  • Enables integration of unsupported or proprietary applications.

  • Supports major authentication types:

    • No Authentication

    • Bearer Token

    • OAuth 2.0

    • API Key

    • OAuth 1.0 (Mock)/SAML Mock

  • Allows configuration of custom APIs.

Viewing and Managing Connectors

To manage a connector:

1. Click the app selector and select Orchestrator.

2. From the left navigation panel click the Connector Management tab.

3. The Connectors page displays a list of all configured connectors. Users can toggle between:

   • List View – Displays connectors in a tabular format with columns for metadata.

   • Tile View – Displays connectors as individual cards with key details.

   Note: Use Tile View for a visual summary and List View for detailed comparison across multiple connectors.

4. The following key metadata are displayed for each connector:

   Metadata	Description
   Connector Name	Identifier or name of the connector.
   Description	Optional notes about the connector’s purpose.
   Status	Indicates whether the connector is Active or Inactive. (If a connector is used in a published workflow, the status is shown as Active else, Inactive.
   Active Workflows	Number of workflows currently using the connector.
   Last Modified	Timestamp of the most recent update to the connector.

   Note: Connectors without active workflows or missing descriptions may still be valid, but they are currently not in use.

5. Use the search bar to find connectors by name or description. If no connectors match the criteria, a message is shown with an illustration and the following text:

   1. Add New Connectors

      Your configured connectors can be used in the Orchestrator workflow to perform actions, link tasks, and orchestrate your business.

   2. Two buttons are provided to allow users to create new connectors:

      • + External Connector – For integrations with third-party or external systems and

      • + Custom API Connector – For defining connectors using custom API endpoints.

6. Follow the steps outlined in the Creating a New Connector section to complete the setup.

Creating a New Connector

To create a new connector:

1. Click the app selector and select Orchestrator.

2. From the left navigation panel click the Connector Management tab.

3. Click the New Connector button located at the top-right corner of the Connectors page.

4. Click External App for integrating with third-party or external systems.

   1. In the Connector Info section:

      • Application: Select the external application you want to connect to from the dropdown list. (Required)

      • Connector Name: Enter a unique name for your connector. (Required)

      • Connector Description: Provide a brief description of the connector’s purpose or functionality.

   2. Click Next to proceed to the Operations section. Here, you will need to define the API methods that the connector will support. Each operation includes:

      • Method: Choose the HTTP method (e.g., POST, PUT, DELETE, GET, PATCH).

      • Operation Name: Provide a descriptive name for the operation (e.g., Create Client Record, Retrieve Client List).

      • Description: Explain what the operation does and how it interacts with the external application.

      • Test Operation: Click the Test Operation link to validate the API call and ensure it works as expected.

   3. Once all operations are defined and tested, click Save Connector to save your configuration. The connector will then appear in the Connectors list and be ready for use in workflows.

5. Click Custom API for creating custom connectors using OpenAPI specifications. In the Connector Info section:

   • Connector Name: Enter a unique name for your connector. (Required)

   • Logo Upload: Add a logo to visually identify the connector.

   • Connector Description: Provide a brief description of the connector’s purpose or functionality.

6. Click Next to proceed to the Authentication Type section. From the dropdown list, select the appropriate authentication method for your API:

   • No Authentication – For open/public APIs.

   • Bearer Token – Requires a token string.

   • OAuth 2.0 – Requires:

     • Client ID

     • Client Secret

     • Authorization URL

     • Token URL

     • Scopes

   • API Key – Requires:

     • Header Name

     • API Key Value

   • OAuth 1.0 (Mock)/SAML Mock – Requires:

     • Details field input

7. Click Next to proceed to the Operations section. Here, you will need to define one or more operations that the connector will support:

   1. Click Add Operation.

   2. Fill in the following fields:

      • Operation Name – A descriptive name for the API function. (Required)

      • Operation Method – Choose the HTTP method (e.g., POST, PUT, DELETE, GET, PATCH).

      • Operation Description – Explain what the operation does.

      • URL – Enter the endpoint URL.

      • Headers (JSON) – Provide headers in JSON format.

      • Body (JSON) – Provide request body content in JSON format (if applicable).

   3. Click Add and Test to validate the API call and ensure it functions as expected. If the results are not satisfactory, click Configure Operation to adjust the settings. Once the operation is successfully tested, click Return to List.

   4. Click Save Connector to complete the setup.

8. The connector will now appear in the Connectors list and can be used in workflows.