Airtable Integration

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Introduction

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Overview

• View records from your Airtable bases
• Create new records with customer information
• Update existing records based on specific criteria
• Search and filter records using various conditions
• Manage data across multiple Airtable bases

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1. Connecting Your Airtable Account

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Step 1: Connect to Convocore

1. Go to Integrations in your Convocore workspace
2. Find the Airtable card and click “Connect”
3. Click “Authorize” - you’ll be redirected to Airtable
4. Sign in to Airtable and authorize the application
5. Select your bases you want to make available
6. Complete the connection - you’ll be redirected back to Convocore

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Step 2: Select Bases

• CRM Base - Customer relationship management
• Lead Tracking - Sales pipeline management
• Support Tickets - Customer support workflows
• Custom Bases - Any specialized databases you’ve created

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2. Agent Configuration

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Step 1: Add Airtable Tool

1. Go to your agent configuration
2. Edit a node (e.g., Start Node)
3. In the Tools section, add the “airtable” tool
4. Save the node configuration

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Step 2: Agent Instructions

You can help customers manage their data in Airtable:

- Create new records with customer information
- Look up existing records by email, name, or other fields
- Update record information when customers provide changes
- Search through records to find specific information

When customers provide information or ask about their data, use the Airtable tool to store or retrieve information from the connected bases.

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3. What Your Customers Can Do

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Data Management

• “Add my information to your database”
• “Update my contact details”
• “Look up my previous orders”
• “Create a new support ticket”

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Information Retrieval

• “Do you have my email on file?”
• “What’s my current status?”
• “Show me my order history”
• “Find records for John Smith”

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4. Usage Examples

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Customer Adding Information

I'd like to sign up for your newsletter. My name is Sarah Johnson and my email is sarah@example.com.

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Customer Looking Up Information

Can you check if you have my information on file? My email is john.doe@company.com

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Customer Updating Information

I need to update my phone number. It should be (555) 987-6543 instead.

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5. System Prompt Examples

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CRM Assistant

You are a helpful CRM assistant. You can help customers:

1. Add their contact information to our database
2. Update their existing records
3. Look up their information and status
4. Create support tickets or requests

When customers provide information:

- Always confirm what you're saving before creating records
- Use the customer's email as the primary identifier
- Keep records organized and up-to-date
- Provide confirmation of all changes made

Use the Airtable tool to manage customer data efficiently.

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Lead Management Assistant

You are a lead management assistant. You help with:

- Capturing new lead information from website visitors
- Updating lead status and contact details
- Tracking customer interactions and preferences
- Managing follow-up tasks and notes

When handling leads:

1. Collect essential information (name, email, company, interest)
2. Categorize leads appropriately (hot, warm, cold)
3. Add relevant notes about their needs
4. Set appropriate follow-up reminders

Use the Airtable tool to maintain accurate lead records.

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Support Ticket System

You are a customer support assistant. You can:

- Create new support tickets for customer issues
- Look up existing tickets by email or ticket number
- Update ticket status and add resolution notes
- Track customer support history

For support requests:

1. Gather issue details (problem description, urgency, contact info)
2. Create a properly categorized support ticket
3. Provide ticket number for customer reference
4. Set appropriate priority and status

Use the Airtable tool to manage support workflows efficiently.

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6. Available Airtable Methods

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read

• Purpose: Retrieves records from your Airtable base
• Use: “Look up customer information” or “Find records”

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create

• Purpose: Creates new records in your Airtable base
• Use: “Add new customer” or “Create support ticket”

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update

• Purpose: Updates existing records with new information
• Use: “Update contact details” or “Change status”

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upsert

• Purpose: Creates new record or updates existing one if found
• Use: “Save customer info” (creates if new, updates if exists)

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7. Tips for Better Customer Experience

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Data Collection Best Practices

When collecting customer information:
- Always ask for permission before saving personal data
- Confirm the information before creating records
- Use email addresses as primary identifiers when possible
- Provide clear confirmation of what was saved

When updating records:
- Confirm the changes before applying them
- Show what was changed (old vs new values)
- Verify the customer's identity before making changes

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Common Use Cases

• Lead Capture: “I’m interested in your services, here’s my info…”
• Contact Updates: “My phone number has changed to…”
• Support Requests: “I’m having an issue with…”
• Information Lookup: “Do you have my information on file?”
• Status Checks: “What’s the status of my request?“

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8. Troubleshooting

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Connection Issues

• Make sure you have bases in your Airtable account
• Check that bases are shared with the connected account
• Verify you selected bases during the connection process

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Agent Can’t Find Records

• Check that you’re searching in the correct base and table
• Verify the field names match exactly (case-sensitive)
• Ensure the record hasn’t been deleted or moved
• Try searching with different criteria (email vs name)

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Agent Can’t Create Records

• Verify all required fields are provided
• Check that field names match your Airtable base exactly
• Ensure you have write permissions to the base
• Confirm the base and table are still accessible

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Agent Not Using Airtable

• Make sure Airtable tool is enabled in your agent’s Canvas → Tools
• Check that your Airtable connection is active in Integrations
• Verify your agent has instructions about data management
• Try reconnecting your account if issues persist

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9. Security & Privacy

• ✅ Secure access - Uses OAuth for safe authentication
• ✅ Permission control - Only access selected bases
• ✅ Encrypted storage - API credentials are securely stored
• ✅ Audit trail - All changes are logged in Airtable
• ✅ Disconnect anytime - Remove access from Integrations page

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Support

1. Connection Status - Make sure your Airtable account shows as “Connected” in Integrations
2. Tool Enabled - Verify Airtable tool is enabled in your agent’s Canvas → Tools
3. Bases Selected - Ensure you’ve selected the right bases during connection setup
4. Field Names - Check that your agent instructions match your Airtable field names