API / Custom

Customers expect answers where they are, not in a separate tab or a long help article. If your knowledge lives in a custom CMS, internal wiki, or bespoke system, users often get stuck and your team absorbs the questions. The Brainfish + API or Custom integration turns your proprietary data into in-product help that learns. Connect your API as a content source, keep knowledge in sync automatically, and deliver AI customer service with contextual answers and insight-rich analytics.

Why should I connect Brainfish with my API or custom backend?

Connecting Brainfish with your API keeps knowledge synced automatically and delivers AI-powered support inside your product.

• Instant answers without search using AI support agents that surface the right step at the right moment.
• Always-current knowledge with auto-updating documentation that refreshes via webhooks or scheduled pulls.
• Fewer repetitive tickets so your Support and CX team can focus on complex issues.
• Actionable insights from Customer Analytics that show content gaps and resolution rates.
• Keep your API as the single source of truth while Brainfish delivers knowledge everywhere users need help.

How does AI customer service work with Brainfish and my API?

Brainfish ingests content from your API, indexes it for accuracy, and serves it contextually in product while learning from outcomes. Define your schema once, choose real time updates or scheduled sync, and Brainfish does the rest via Content Sync integrations and in-product agents.

1. Connect your API in Brainfish and authenticate with OAuth 2.0 or a scoped token.
2. Map your content fields to Brainfish schema including title, body, labels, URL, locale, and visibility.
3. Choose a sync cadence using signed webhooks for real time updates or scheduled pulls.
4. Enable AI support agents and install the widget or SDK inside your product.
5. Monitor Customer Analytics and refine content based on feedback and coverage.

If your service provides an OpenAPI specification, Brainfish can accelerate setup. For authentication, we support the OAuth 2.0 framework and scoped tokens that follow least privilege. For webhook security, verify signatures as recommended in the Stripe webhook signature guide.

What can I do with the Brainfish + API integration?

You can centralize your custom knowledge and make it work in product.

• Sync articles, FAQs, release notes, and runbooks from your CMS or internal services.
• Localize answers by mapping locales and variants so users get help in their language.
• Trigger account-aware guidance by passing context to agents for personalized responses.
• Close the loop when content changes by pushing updates that keep answers current.
• Extend with actions by pairing content sync with AI Actions integrations when you are ready.

What are the benefits for each team?

Each function gets measurable wins from day one.

• CX leaders: Reduce effort and improve experience for your users with clear, instant help.
• CX leaders: Track deflection and resolution trends in Customer Analytics.
• Support teams: Deflect repetitive tickets with in-product agents.
• Support teams: Keep articles fresh automatically using auto-updating docs.
• Product teams: Identify friction and improve onboarding with product-focused analytics.
• Product teams: See which features drive questions and ship better guides.
• Customer success: Spend less time on how to and more time on outcomes.
• Customer success: Share validated answers directly in accounts, faster.

How is this different from using my API alone?

Your API alone is static and requires manual effort, while Brainfish makes it adaptive and proactive.

• API alone: You build search and QA logic, and users must leave the product to find help.
• Brainfish + API: Help is ambient in product with AI support agents that guide users step by step.
• API alone: Content freshness depends on manual updates that drift over time.
• Brainfish + API: Knowledge stays current with auto-updating documentation and sync policies.
• API alone: Little visibility into whether answers actually resolve issues.
• Brainfish + API: Customer Analytics shows resolution, coverage, and gaps you can act on.

When is the Brainfish + API setup most valuable?

It shines when your knowledge is custom, fast changing, and business critical.

• High ticket volume from repetitive questions that your team answers again and again.
• Lean teams that need scale without adding headcount.
• Complex SaaS where onboarding and feature adoption create how to requests.
• Frequent documentation updates that must appear instantly in product.

See how we think about this shift in Why Brainfish and our view on modern self service in the chatbot graveyard article.

How do I set up the Brainfish + API integration?

Setup takes minutes and starts syncing automatically.

1. Connect your API in Brainfish and authenticate with OAuth 2.0 or a scoped token.
2. Map your content fields to Brainfish schema including title, body, labels, URL, locale, and visibility.
3. Choose a sync cadence using signed webhooks for real time updates or scheduled pulls.
4. Enable AI support agents and install the widget or SDK inside your product.
5. Monitor Customer Analytics and refine content based on feedback and coverage.

Explore more options in the Integrations Hub and the Content Sync category.

What results should I expect?

Teams typically see faster answers, fewer tickets, and higher satisfaction as AI customer service becomes the default.

• Self service rate: Resolved by AI sessions divided by total help sessions; customers like Smokeball achieved a 92 percent success rate.
• Ticket deflection: Avoided tickets compared to baseline, often double digit reductions as shown in Smokeball’s case study.
• Time to first answer: Median time to helpful response decreases to seconds with in-product agents.
• Article freshness: Share of content updated within policy window via auto-updating docs.
• Coverage of top queries: Percentage of top intents with high confidence answers in Customer Analytics.

Browse more outcomes on the Customers hub.

FAQ

Does Brainfish replace my API or knowledge base?
No. Brainfish uses your API or system as the source of truth and delivers that knowledge contextually in product.

How often does Brainfish sync with my API?
Brainfish supports near real time sync with signed webhooks and scheduled pulls on your chosen cadence.

Is my API token secure with Brainfish?
Yes. We support scoped tokens, OAuth 2.0, encryption at rest and in transit, and signed webhooks that follow OWASP API Security Top 10 guidance.

Does it work with multiple languages?
Yes. Map locales in your API and Brainfish will serve answers in the user’s language.

Keep exploring

• Browse all integrations in the Integrations Hub.
• See Content Sync integrations, Messaging Handoff, Email and Ticketing Handoff, and AI Actions.
• Explore AI support agents, auto-updating docs, and customer analytics.
• Learn about our approach in Why Brainfish and see outcomes on Customers.
• Ready to see it live? Get a demo.