Egnyte
Connect a customer's Egnyte so the AI can find files, review folder access, and share files with a link.
The Egnyte integration connects Uniportal to a customer's Egnyte file server. With it, the AI can find and browse the customer's files, check who has access to a folder, and share a file with a link, all from the ticket, without anyone signing in to Egnyte. That covers the requests that come up most: "where did the Q3 budget spreadsheet go," "why can't Oscar open the accounting folder," and "can you send the vendor this file."
Egnyte is a single customer integration. Each customer's Egnyte domain is its own connection, so you'll run the setup below once per customer who uses Egnyte. There's no single sign-in that covers all of them the way GDAP does for Microsoft 365.
Prerequisites
- An Egnyte administrator account for the customer's Egnyte domain. You'll approve access by signing in with it, and it needs to be an admin, see why below.
- The customer already exists as a company in Uniportal. Companies come from Microsoft 365 or Google Workspace, so connect one of those first if you haven't.
- Admin/Owner role in your Uniportal tenant.
Setup
Connect the customer
- In the Uniportal dashboard, go to Integrations and select Egnyte.
- Click Connect Customer.
- Under Customer, pick the customer you're connecting.
- Under Egnyte domain, enter the subdomain the customer signs in at. If their Egnyte is
dundermifflin.egnyte.com, enterdundermifflin. Pasting the full URL works too. - Click Continue to Egnyte.
The Egnyte domain is not the customer's email domain. Dunder Mifflin's email might be dundermifflin.com while their Egnyte lives at dmpaper.egnyte.com. If you're not sure, check the address bar when someone at the customer signs in to Egnyte.
Approve access in Egnyte
You'll be sent to Egnyte to sign in. Sign in with the customer's Egnyte administrator account and approve access for Uniportal. Once you're back in Uniportal, the customer shows up in the Egnyte list as Connected.
Map users
On the Egnyte page, click Configure next to the customer and map their Egnyte users to end-users in Uniportal.
Mapping is what connects a ticket to the right Egnyte account. When Angela opens a ticket saying she can't get into a folder, the AI already knows which Egnyte user is hers, so it can check her actual access instead of guessing from her name or email.
Control access to Egnyte tools
Connecting Egnyte adds its tools to the Agent Tools page. From there:
- Set a Mode on each one, Automated, Approval Required, or Disabled. Finding a file and sharing one with a link to someone outside the company are not the same level of risk, so set them separately.
- Choose which technicians can use them with custom roles under Team & Roles.
- Reference them in Skills, so a Skill for file access requests can tell the AI exactly which Egnyte tool to use.
Managing connected customers
The Egnyte page lists every customer you've connected, with their Egnyte domain, primary domain, and when they were connected. From each row:
- Configure opens user mapping.
- Reconnect runs the Egnyte sign-in and approval again, for when a connection stops working.
- Disconnect removes the Egnyte connection for that customer.
To add another customer, click Connect Customer and repeat the setup.
Things to know
Sign in as an Egnyte administrator
Egnyte limits what the API can see to the permissions of the account that approved access. If you connect with a restricted account, Uniportal only sees what that account can see.
The failure here is quiet, which is why it's worth getting right the first time. A search doesn't return an error when it hits a folder it can't see, it just leaves those files out. So the AI tells Pam the file doesn't exist when it's sitting in a folder the connecting account was never given. If searches are missing files you know are there, check which account approved the connection, then Reconnect as an Egnyte administrator.
The customer isn't in the Customer list
The Customer dropdown lists companies that already exist in Uniportal, and Egnyte can't create one. Connect the customer's Microsoft 365 or Google Workspace first, then come back.