> ## Documentation Index
> Fetch the complete documentation index at: https://dialnexa.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# PayPal Voice AI Integration Guide

> Connect DialNexa voice AI with PayPal to answer invoice and transaction questions, send safe payment requests, and route disputes.

The **PayPal voice AI integration** helps teams answer payment and invoice questions using a matched PayPal record. The voice agent should explain status and next steps, not collect account credentials or make irreversible money movements.

<Warning>
  A catalog page describes a possible workflow. It does not confirm that a native PayPal connector is enabled in your workspace. Check **Integrations** in the DialNexa dashboard first. If PayPal is not listed, use a custom function, agent webhook, or external automation service.
</Warning>

## When to use the PayPal voice AI integration

Use PayPal when:

* Customers call about a PayPal invoice, payment, refund request, or transaction status.
* Staff need to match the call to an internal order before reading payment details.
* An unpaid invoice should trigger a safe reminder or human follow-up.
* Disputes, account limitations, and suspicious activity need specialist handling.

<Tip>
  **Best first workflow:** Verify the customer against your own account record, find the matching PayPal invoice, read its safe status fields, and send the official invoice link when payment is still due.
</Tip>

## Before you begin

Prepare the following:

* A published DialNexa agent that has already passed a basic test call.
* Access to the DialNexa workspace **Integrations** page.
* A PayPal account with permission to read the required records.
* One test record that does not affect a live customer.
* A list of actions that can run automatically and actions that require human review.

## Choose how to connect PayPal

| Connection method                                   | Use it when                                              | Important limit                                                             |
| --------------------------------------------------- | -------------------------------------------------------- | --------------------------------------------------------------------------- |
| Workspace connector                                 | PayPal appears in your DialNexa **Integrations** page    | Available actions and authentication depend on your workspace               |
| [Custom function](/docs/agent-settings/custom-functions) | The agent needs PayPal data during the live conversation | Keep the request fast and return only the fields the agent needs            |
| [Agent webhook](/docs/api-access/agent-webhooks)         | PayPal should receive a result after the call            | Your endpoint must authenticate, retry safely, and prevent duplicate writes |
| External automation                                 | The workflow spans PayPal and several other systems      | Monitor the external workflow separately from the DialNexa call             |

## Build the PayPal voice AI workflow

1. Define the exact event that starts the action, such as a confirmed booking, qualified lead, support escalation, or completed call.
2. Choose the connection method from the table above.
3. Map caller identity, the DialNexa call ID, the verified outcome, and the destination record ID.
4. Add a condition so uncertain, sensitive, destructive, or high-value changes go to a human-owned queue.
5. Store the destination record URL or ID with the call result so your team can trace the handoff.
6. Test success, no-match, duplicate, permission-error, and timeout cases before using live traffic.

## Data to map between DialNexa and PayPal

* Internal customer and order IDs plus PayPal invoice or transaction ID
* Amount, currency, status, due date, and safe payer or merchant reference
* Call ID, verification result, request type, summary, and escalation owner
* Official invoice or payment URL when a reminder is sent

## High-value PayPal voice AI workflows

| Call outcome                                    | PayPal result                              | Human control                              |
| ----------------------------------------------- | ------------------------------------------ | ------------------------------------------ |
| Customer asks about an invoice                  | Read safe invoice status and due amount    | Confirm the internal order match first     |
| Invoice is unpaid                               | Send the official PayPal invoice link      | Do not ask for passwords or one-time codes |
| Customer asks about a refund                    | Record the request with the transaction ID | Keep refund decisions human-approved       |
| Caller reports a dispute or suspicious activity | Route to a trained owner immediately       | Do not speculate about dispute outcomes    |

## Verify the PayPal integration

Run a test call and confirm that:

1. The PayPal invoice or transaction matches the verified internal order or customer.
2. The agent shares only safe status, amount, currency, and invoice-link details.
3. No password, one-time code, or account credential is requested or stored.
4. The DialNexa call ID prevents duplicate reminders or escalations.
5. Refund, dispute, suspicious-activity, and failed-request cases reach a named owner.

## Troubleshoot PayPal integration issues

| Problem                                   | What to check                                                                                                                                     |
| ----------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------- |
| PayPal is not shown in the dashboard      | Use a custom function, webhook, or external automation service, or [request the integration](/docs/dashboard-integrations/requesting-new-integrations) |
| Authentication fails                      | Reconnect the account and verify scopes, workspace ownership, and token expiry                                                                    |
| Invoice or transaction is not found       | Match from your internal order using the exact PayPal invoice or transaction ID                                                                   |
| Duplicate reminders or escalations appear | Use the DialNexa call ID as an idempotency key and make retries safe                                                                              |
| The live call becomes slow                | Move nonessential writes to a post-call webhook and keep live lookups small                                                                       |

## Related pages

* [DialNexa integrations overview](/docs/integrations/overview)
* [Connect dashboard integrations](/docs/dashboard-integrations/connecting-integrations)
* [Use integrations in agents](/docs/dashboard-integrations/using-integrations-in-agents)
* [Use integrations in workflows](/docs/dashboard-integrations/using-integrations-in-workflows)
* [Integration workflow tutorials](/docs/tutorials/integration-workflows)