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Core Concepts

Workspaces (tenants)​

A workspace is an isolated environment with its own users, connections, API keys, policies, and audit logs. Each user belongs to one workspace and has a role: owner, admin, developer, operator, or viewer.

Domains​

A domain groups related tools. Integration Hub ships 24 domains spanning ITSM, HRIS, CRM, communication, e-commerce, and more. See Domains.

Connectors​

A connector is a supported vendor. Each connector defines the auth types it supports, the tools it implements, and the API endpoints those tools map to. Connectors are managed by the Integration Hub team - you don't build them, you connect to them.

Connections​

A connection is your authenticated link to one instance of a vendor. You can have multiple connections for the same connector - for example, two ServiceNow instances (production and staging) or two Slack workspaces.

Tools​

A tool is a normalized action with a fixed name, input schema, and output schema - the same regardless of which connector handles it. itsm.tickets.create looks the same whether it's served by ServiceNow, Freshservice, or Jira Service Management.

Tools have a risk level:

  • read - Read-only - safe to call freely
  • write - Creates or modifies data
  • destructive - Deletes data or performs irreversible actions
  • admin - Privileged action requiring elevated permissions

Routing​

When you call a tool, Integration Hub picks the connection to use based on:

  1. An explicit connection_id if you provide one.
  2. Per-agent routing preferences.
  3. The default connection for that domain.

See Connections Guide for routing details.

REST vs MCP​

  • REST API - standard HTTPS + JSON, ideal for scripts, backend services, and dashboards.
  • MCP - Model Context Protocol over Streamable HTTP, ideal for AI agents and assistants. Same tools, same auth, different protocol.