Purpose

A custom integration is a connection built for your business, for example by a partner using the Optiply API or by exchanging files. Its provider maintains the connection and determines its supported data flows, mappings and schedule. A system's name alone does not tell you who built your particular connection.

Prerequisites

Have the name of the connected system and the setup documentation or contact details your team received when the connection was installed. You do not need to share API credentials to ask who maintains the integration.

Steps

  1. Check your setup documentation or ask the colleague who arranged the connection which company built and maintains it.
  2. If a partner or integration provider built it, contact that provider first about setup, field mappings, import or export schedules, file processing or a stopped synchronisation.
  3. Describe what you expected and what you observed. For a missing buy order, include the original order reference and placement time with timezone, and ask whether its expected export run completed.
  4. Contact Optiply Support for a problem within Optiply, or if you are unsure who built the connection. Explain that the integration may be custom or partner-managed so the next step is not based on an assumed standard connector.
  5. Confirm the state of an existing order before retrying or creating another. See When a buy order appears in your system.

Fields and columns

There are no fields or columns to edit in this contact-routing task. Use these details to identify the connection:

  • Connected system: the application sending data to, or receiving data from, Optiply.
  • Integration provider: the company that built or maintains the connection; it may be different from the software vendor.
  • Data flow and direction: for example, importing products into Optiply or exporting buy orders from Optiply.
  • Schedule or file-processing agreement: tells the provider when the affected flow should run.
  • Order reference and non-sensitive error text: help locate the affected operation without exposing credentials.

Expected result

The team that maintains the connection checks its configuration and data flow. Optiply Support handles an Optiply-side issue or helps when the correct provider is unknown; the provider remains the first contact for its own connection.

Limitations

  • Do not assume every connection to a named system has the same provider, field mappings or schedule.
  • A custom API or file-based connection is not automatically the same as an Optiply-managed connector.
  • Optiply may not know which partner your business selected. Your setup documentation or implementation team is the starting point.
  • Never include API keys, passwords or full private data files in an ordinary support message.

Errors and recovery

  • The connection stops or a field is not synchronised: ask the provider to check the supported mapping, enabled flow and latest run or file-processing result.
  • A buy order is missing: first confirm the export schedule and original order state; do not create a replacement simply to work around waiting time.
  • The data has arrived but you need help using Optiply: contact Optiply Support about the Optiply feature or setting.
  • The provider is unknown: ask your implementation team and contact Optiply Support if you still need help finding the correct next contact.