Uboss Platform Integration Options

The Uboss platform currently supports multiple options to connect into third party system including CRM, Reporting and workforce managements. This article gives a high-level overview of each one, if what you are looking for is not shown please us your technical contact as Uboss is being continuously developed:

Uboss API

The Uboss API is aimed at platform and account-level data — the kind of information and management tasks resellers would otherwise do through the Uboss portal itself.

The API has a growing list of endpoint, the current API documentation can be found here api.uboss.com — always check the live documentation for the current set before scoping a customer project.

Good fit for: integrations that need to read or manage account/platform data rather than control an individual live call — for example, pulling call logs, transcription or device/registration diagnostics into an external system, managing call centre announcements programmatically, or automating hunt group configuration.

Uboss Actions

Uboss Actions is the platform's own no-code/low-code automation tool. Rather than a customer's developer writing code against an API, Uboss Actions lets a service be configured entirely through the portal: when X happens, send a web request to Y.

How it works:

• A trigger is selected — in this initial release, the only trigger available is "a new call recording is available."

• One or more actions are configured against that trigger (up to five per configuration), each sending a web request (GET, POST, PUT, or DELETE) to an external endpoint.

  • Authentication: No Auth, Basic Auth, or Bearer Token

  • Custom headers, with predefined header options available

  • Variables reusable across headers and request bodies using {{variable}} syntax

  • Request body formats: none, form-data, x-www-form-urlencoded, raw JSON, or raw XML

  • A Check Action test button, which must pass before the configuration can be saved

A worked example: a new call recording becomes available → Uboss Actions sends a web request to a customer's CRM, uploading the recording and creating an activity record against the relevant contact — with no custom development needed on the customer's side.

Error handling: if an action fails, the associated file isn't copied, the instance is marked Pending, and an email notification is sent to the reseller/business's configured technical contact. Pending instances can be reactivated manually or automatically.

Good fit for: customers who want an integration outcome (e.g. "push recordings to our CRM") but don't have development resource to build against an API directly.

Not a fit for: anything needing real-time call control, or triggers beyond the currently supported one (new call recording available) — more triggers are expected as the beta matures.

BroadWorks XSI

XSI (Xtended Services Interface) is BroadWorks' own API layer for controlling and monitoring an individual user's calling experience. It's what sits behind most CTI-style integrations — CRM click-to-dial, softphones, call centre wallboards.

It's split into two interfaces:

• XSI-Events — subscribe to a user's line and receive real-time events (ringing, connected, held, transferred).

• XSI-Actions — send commands: originate a call, transfer, hold, toggle Do Not Disturb, change Call Forwarding, and similar.

Authentication: per-user, using the subscriber's BroadWorks credentials. An integration can only ever act within the permissions of the user it's authenticated as.

Good fit for: any integration that needs to reflect or control what's happening on a specific person's phone in real time.

Not a fit for: admin-level or group-wide changes (that's a separate, platform-facing interface, not something end-user applications use), or anything not exposed by BroadWorks' feature set.

Go Integrator Cara

Go Integrator Cara (cara.gointegrator.com) is a ready-made desktop/toolbar client (from Mondago) that sits on top of BroadWorks and connects to over 300 CRM and business system integrations out of the box — Salesforce, Microsoft Teams, and many others.

Rather than building a custom integration against XSI or the Uboss API, a customer can install Go Integrator Cara and get click-to-dial, screen pop, and call logging against their existing CRM with little to no development work.

Good fit for: customers who want CRM/call integration but don't want to commission custom development — checking the CRM integration list first is the quickest way to see if their system is already supported.

Not a fit for: bespoke workflows not covered by an existing Cara integration — those still need a custom build against XSI, the Uboss API, or Uboss Actions.

Unity CRM Connector (Salesforce & other CRMs)

Unity CRM Connector (Kakapo Systems) is another ready-made, no-development integration option — an add-on for any existing Unity seat that connects BroadWorks calls, emails and web chats into a CRM at a user level. Salesforce is the most commonly deployed integration, alongside Zendesk, Agile, Zoho, SugarCRM and Microsoft Dynamics, core capabilities include

• Click-to-dial from within the CRM or from Unity

• Contact lookup — Unity dynamically searches CRM contacts alongside its other directories

• Queue profiling — calls waiting in queue are matched against CRM records so known contacts can be prioritized (including routing to a VIP queue)

• Automatic call journaling — calls, web chats and emails are logged against the CRM record, with manual notes and full transcripts available

• Call popping — the matching CRM contact is displayed automatically or on demand when a call is answered (Note: click-to-dial directly from within Salesforce itself is currently limited to Salesforce Classic)

• Dialling from Unity works regardless of Salesforce edition).

Unity Agent — a complementary, agent-facing application (separate seat/module) that pairs well with CRM Connector in a call/contact centre. It adds call-handling and queue-visibility tools: pause/resume call recording, supervisor escalation, disposition codes, abandoned call-back lists, team ACD state for up to 30 colleagues, quick keys, and a personal wallboard of live queue stats. Combined with CRM Connector, calls in queue are also flagged as known Leads or Accounts, helping agents and supervisors prioritize who to call back first. More detail: Unity Agent — Maximize Agent Capabilities.

Good fit for: customers wanting CRM/call integration (Salesforce or otherwise) with no development required, especially those running a call or contact centre who would also benefit from Unity Agent's queue tools.

Not a fit for: CRMs outside the supported list, or bespoke workflows beyond what CRM Connector exposes — those still need a custom build against XSI, the Uboss API, or Uboss Actions.

Which one should a customer ask for?

• "I want my CRM to show incoming calls and let staff click to dial, and my CRM is already on the supported list" → Go Integrator Cara or Unity CRM Connector

• "I also run a call/contact centre and want agents to have queue visibility and call-handling tools" → Unity CRM Connector + Unity Agent

• "I want my CRM to show incoming calls and let staff click to dial, but need something bespoke" → BroadWorks XSI

• "I want to pull reporting/account data into our own system" → Uboss API

• "I want call recordings to automatically land in our CRM/storage, no development required" → Uboss Actions

If a request spans more than one of these, it's worth a short scoping conversation with the partner success team before committing to a build.