Use Cases

Plugins in practice

The previous pages describe the mechanics of a plugin — its elements, identities, and communication contracts. This section is about application: concrete scenarios that show how those mechanics combine to solve a real problem. Each use case starts from a business need, states an objective, lists the elements that participate, and walks through the runtime dynamics end-to-end.

Use these pages as blueprints. They deliberately span the two extremes of the model — a rich, multi-element plugin an operator works with live, and a headless, backend-only plugin that reacts to platform events — so you can see how the same contracts serve very different shapes of extension.

Use case	Elements used	What it demonstrates
AI Capabilities	Backend only (MCP tools)	Extending the virtual agent’s abilities by exposing custom MCP tools — the agent discovers and calls your tools autonomously to read/write your systems, with no widget or settings page.
Ice Cream Shop	Backend (MCP + REST) + Widget	Surfacing an internal system (stock, orders) beside a live conversation, for both the virtual agent and the human operator — a unified workspace with no tab-switching.
Conversation Observer	Backend only (RTM bridge)	Reacting to platform events in real time: enriching a contact and conversation with tags and metadata from an external database the moment a conversation starts.

AI Capabilities

Give the agent new tools to call your systems autonomously.

Ice Cream Shop

An operator-facing plugin over an internal stock/orders system.

Conversation Observer

A headless, event-driven enrichment plugin on the RTM channel.