Sharpen

The Sharpen integration exposes the Sharpen platform to your workflows: query and update SharpenDB, transfer conversations into queues, notify agents, look up customer history, and drive agent-assist content during a live conversation.

Setup

Connect the Sharpen integration on the Integrations page in the app. Once connected, the nodes below become available in the Node Library and their reference pages appear here. A node that requires this integration shows an Integration required note on its reference page until it's connected.

The managed "SharpenCX" SIP trunk

Connecting the integration also creates a SIP trunk named SharpenCX under Admin → SIP Trunks. It is where your Sharpen-terminated phone numbers point at Tandem workflows and agents, so a number can reach Tandem without moving off Sharpen's carrier plumbing.

You do not create it and you cannot remove it. It appears when you connect the integration and goes away when you disconnect it.

This is being rolled out. Two halves have to be in place before a call arrives, and they ship separately. If SIP Trunks isn't under Admin in your sidebar, the trunk isn't enabled for your organization yet. And marking a Sharpen number for Spark is a SharpenCX-side option that is not generally available — until it is, the trunk exists but its number picker has nothing to offer. Contact support to find out where your organization stands.

Adding numbers to it

The trunk is created with no phone numbers, so nothing routes over it yet. Open SharpenCX under Admin → SIP Trunks and add numbers under Phone Numbers, then set the workflow each one goes to.

Numbers here are picked from your own Sharpen inventory, not typed. The list offers only the numbers your organization owns in Sharpen and has marked for Spark, and Tandem re-checks each number you add when you save. This is deliberate: a number that has not been marked would sit on the trunk looking configured and never take a call.

If the picker is empty and says no numbers are marked for Spark yet, that is the normal state for an account that has not routed one here before, not a failure. Mark the number in the SharpenCX admin, then come back to this trunk. A picker that reports an error instead is a different thing — see Troubleshooting below.

What you can change on it, and what you cannot

The integration owns the trunk's connection settings, so those are shown but not editable:

Section on the trunk	Editable
Label	No — always "SharpenCX".
Phone Numbers	Yes, but only by picking from your Sharpen inventory.
Allowed Source IPs	No, and none are set — the trunk is matched by the number dialed.
Outbound Address	No.
Workflow	Yes. This is the default for numbers with no workflow of their own.
SIP Authentication	Not offered.
Variables	Yes.

The trunk has no Delete action in its row, and adding a number to it from the Phone Numbers page is not offered either — that page's Add flow takes a number you type, which this trunk does not accept. Its numbers still appear there as rows, and you can change or remove one from that row.

If a number stops being marked for Spark

Un-marking a number in the SharpenCX admin does not remove it from this trunk. The row stays, marked No longer marked for Spark in SharpenCX, and calls to that number stop arriving in Tandem. Remove the row yourself when you meant to retire it. Tandem leaves it in place on purpose: dropping numbers off a live trunk on the strength of one reading of your Sharpen inventory would unroute working calls during a Sharpen-side outage.

It does not get in your way in the meantime. A number already on the trunk is not re-checked against Sharpen, so an un-marked one does not block you from editing, or removing, any of the others.

What you can do

Read and write data — the SharpenDB nodes run SELECT / INSERT / UPDATE / DELETE against your tables, saving query results into variables you can use downstream with $(name).
Route conversations — transfer any call into a Sharpen queue with optional skill requirements and priority for skill-based routing, or create a queue callback so the customer keeps their place in line and an agent calls them back. A call that reached Tandem from Sharpen is handed back to Sharpen and leaves Tandem; if Tandem cannot confirm that the handback was sent, the node takes its fallback exit and the caller may already have reached the queue. Any other call is connected to Sharpen and stays on Tandem until it ends. If Sharpen does not take a call that started on Tandem, the caller stays on the line and the node takes its fallback exit. Support for calls that started on Tandem is being turned on for organizations in stages; until it is on for yours, the node takes its invalidInput exit for those calls.
Support agents — push a toast notification to a specific agent, or set and dynamically update the content shown in Agent Assist during a live conversation.
Understand the caller — look up a customer's recent conversation history (calls, holds, transfers) over a configurable window and branch on it.

Troubleshooting

What you see	What it means
No numbers are marked for Spark yet	The expected state before your first number is routed here. Mark the number in the SharpenCX admin, then reopen this trunk.
Couldn't load your SharpenCX numbers	Tandem could not read your inventory: the stored keys were rejected, or Sharpen is unreachable. The message says which. Retry, then re-enter the keys if it holds.
`is not a SharpenCX number marked for Spark on this account`	Only ever about a number you are adding: it was un-marked in Sharpen since the picker loaded. Re-mark it in the SharpenCX admin, or leave it off the trunk.
SharpenCX credentials were saved, but the "SharpenCX" SIP trunk could not be created	The keys are stored; only the trunk write failed. Save the integration again — it retries without duplicating anything.
The "SharpenCX" trunk's numbers could not be saved	The numbers you picked did not reach the trunk. Nothing partial was written; save again from the trunk. This is not a credential problem.
`Already in use by another organization: <number>`	Another organization already routes that number to Tandem, so the save is refused. Only numbers you are adding are checked. Contact support if the number is yours.
Calls to a Sharpen number are not reaching a workflow	Check the number is on the SharpenCX trunk and still marked for Spark in Sharpen. Both are required, and neither implies the other. A Sharpen number on any other SIP trunk takes no calls from Sharpen.

Nodes

Agent AssistSet or dynamically update rich-text content displayed in the agent assist node during a live conversation.Create CallbackCreate a queue callback in Sharpen so an agent calls the customer back.Customer 360Look up customer conversation metrics (calls, holds, transfers, etc.) for a phone number over a configurable time window.Notify Agent in QueueSend a toast notification to a specific agent in Queue, identified by email address.SharpenDB DELETERun a DELETE query on a table in SharpenDB.SharpenDB INSERTRun an INSERT query on a table in SharpenDB.SharpenDB SELECTRun a SELECT query on a table in SharpenDB.SharpenDB UPDATERun an UPDATE query on a table in SharpenDB.Transfer to QueueTransfer a call to a Sharpen queue, with optional skills and priority.

For the full field-and-exit detail on any node — including which fields accept $(name) variables and which expose a timeout exit — open its reference page above.

Sharpen

On this page