sap-integration-guide
SAP Integration — Setup
Connect SAP Business One (Service Layer) or SAP S/4HANA to Velaro to enable AI-powered customer lookups, order management, inventory checks, and service call handling from live chat or IVR.
Requirements:
- SAP Business One with Service Layer enabled (port 50000 HTTPS)
- Service Layer must be reachable from the internet — public IP, open firewall port, or VPN. Most on-premise installs are not accessible by default; your IT team needs to expose port 50000 or set up a reverse proxy.
- HTTPS required. Self-signed certificates are supported — enable "Allow self-signed cert" in the setup wizard.
- A dedicated service account with SL_ADMIN + C_SRLS authorization in SAP (do not use a personal login)
- For write tools (Create Order, Create/Update Service Call): service account must have write permissions in SAP
- Service Layer restart scheduled daily at 2 AM recommended (prevents memory exhaustion after 16+ hours)
On-premise checklist before connecting:
1. Can you reach https://your-sap-server:50000/b1s/v1/$metadata from a browser outside your network?
2. Is the SSL certificate valid (or self-signed with the bypass option enabled)?
3. Have you created a dedicated SAP service account?
Setup: Go to Integrations → SAP Business One → Connect SAP. Enter your Service Layer URL, Company Database, username, and password.
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SAP AI Tools — Read Skills
These tools read data from SAP and are available on all SAP-enabled plans.
| Tool | What it does |
|---|---|
| sap_search_business_partners | Search customers/suppliers by name, email, or phone |
| sap_get_business_partner | Retrieve full account record by CardCode |
| sap_get_orders_by_partner | List sales orders for a customer |
| sap_get_sales_order | Retrieve a specific order by document number |
| sap_search_sales_orders | Search orders by number or customer name |
| sap_get_open_invoices | List unpaid AR invoices for a customer |
| sap_get_invoice | Retrieve a specific invoice by doc entry |
| sap_search_items | Search item master by name or code |
| sap_get_item | Get item details including pricing and availability flags |
| sap_get_stock | Check real-time stock levels across all warehouses |
| sap_get_service_calls | List open service calls for a customer |
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SAP AI Tools — Write Skills
These tools create or update records in SAP and require Pro tier or higher.
| Tool | What it does |
|---|---|
| sap_create_sales_order | Create a new sales order with line items from chat |
| sap_create_service_call | Open a new service call (support ticket) |
| sap_update_service_call | Update service call status and resolution notes |
| sap_add_service_call_note | Log a note to an existing service call |
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SAP Conversation Sidebar Panel
When an agent opens a conversation, Velaro automatically looks up the visitor by email or phone in SAP and shows a live panel in the right sidebar — no manual searching required.
What the panel shows:
- Business Partner card — CardCode, name, phone, email, account balance, customer/supplier type
- Service Calls tab — all open service calls linked to this business partner, with status badge (Open/In Progress/Closed), priority, and creation date. Tab only appears when service calls exist.
- Orders tab — recent sales orders with order number, status, total, and date. Tab only appears when orders exist.
- Manual search — agents can search for any business partner by name, phone, or CardCode if the auto-lookup doesn't find a match.
The panel is read-only. To create or update records, agents use the SAP AI workflow tools above.
Works for both SAP Business One (Service Layer) and SAP S/4HANA — the platform routes to the right API automatically based on your connected product type.
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SAP — Screen Pop
When a customer calls in via IVR, Velaro automatically searches SAP Business Partners by phone number and shows the matching customer record in the agent's screen pop banner. No configuration needed — activates automatically when SAP is connected.
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SAP — Workflow Node
Use the SAP AI workflow node to handle SAP-powered conversations in your bot workflows. The node uses your connected SAP config and selected AI model to answer customer questions about orders, invoices, inventory, and service calls.
Add the node from the workflow canvas → Action Nodes → SAP AI.
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SAP — Troubleshooting
401 Unauthorized: Check username and password in Integrations → SAP → Edit. The SAP service user may have expired or been disabled.
Connection refused / timeout: Verify the Service Layer URL is reachable from the internet. SAP Business One Service Layer must be exposed on a public IP or via VPN. Port 50000 (HTTPS) must be open.
Empty results: Business Partners, orders, or items may exist under a different Company Database. Confirm the CompanyDB name matches your production database in SAP.
Create order or service call fails: The SAP user needs write permissions. Check user authorization in SAP Business One → Administration → System Initialization → Authorization Groups.
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