Lorikeet x PEXA

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How it plugs in

Integration overview

No rip-and-replace. Lorikeet sits behind Genesys, runs inside Salesforce Service Cloud, and integrates with PEXA Exchange and the eight state Revenue Office portals. Redaction and audit at the data layer, not bolted on top.

The picture

Architecture at a glance

Three layers — your existing stack on the left, Lorikeet in the middle, the systems-of-record on the right. Data flows both ways; nothing leaves your governance perimeter.

Channel layer (existing)

Genesys Cloud
Voice routing, IVR, queue management. Lorikeet sits in the same routing tier as your human agents.
Web chat widget
Embedded on PEXA's member portal or help centre. Same agent as voice.
Email + SMS (future)
Same workflows again. Add when you're ready.

Lorikeet (new)

Concierge agent
Customer-facing AI. Workflows · KB · guardrails · tool calls. Identical across channels.
Coach agent
QA + analytics. Reads every conversation. Themes, drift, simulations on workflow changes.
Audit + redaction
PII redacted before storage. Tamper-evident logs. AU data residency.

System layer (existing)

Salesforce Service Cloud
Native integration. Case creation, contact lookup, write-back inside your existing CRM.
PEXA Exchange APIs
Workspace, member, invoice, lodgement data. Read for context, write for actions.
State Revenue Office portals
Pointer integration across NSW, VIC, QLD, WA, SA, TAS, ACT, NT. Surface URL, never quote duty.
The connections

Integrations by system

Confirmed feasible on the demo call with Mike, Hannah, and Ryan. Each integration scoped during the deep-dive session.

Salesforce Service Cloud

Native

Lorikeet operates inside Service Cloud, not alongside it. Case creation, lookups, write-backs, ownership transitions all happen in your existing flow.

Read: Contact, Case, Account, custom objects (Member, Firm, Workspace links)
Write: Case create + update, internal notes, status transitions, transfer to human
Auth: OAuth 2.0 connected app, named credentials, per-environment isolation
Lorikeet
Builds + maintains the connected app and the agent's Salesforce actions.
PEXA
Provisions sandbox access, named credentials, and object permissions for the connected app.

Genesys Cloud

Native

Lorikeet sits behind your existing Genesys routing. Voice calls route to Lorikeet first; we hand back to your queue on escalation. No telephony rebuild.

Inbound: SIP termination via Genesys, AI handles call, human transfer on escalation
Outbound: Lorikeet places outbound calls (e.g. settlement reminders) through your Genesys infrastructure
Recording: Existing Genesys recording continues; transcript + reasoning written to Salesforce
Lorikeet
Stands up the voice agent and the transfer-back flow.
PEXA
Configures Genesys routing rules, queue assignment, and the AI tier credentials.

PEXA Exchange APIs

REST

The system of record. Lorikeet's mock tools (lookupWorkspace, getDutyProcessForState, etc.) become real API calls in production.

Read: Workspace state, member identity, party signatures, lodgement status, invoices
Write: Resubmit for lodgement, open Account Services case, send PEXA Key reminder
Auth: API keys per environment, scoped to support agent role, rate-limited per workflow
Lorikeet
Wires the agent's tool calls to your API endpoints.
PEXA
Provides API docs, scoped credentials, and endpoint stability commitments.

State Revenue Office portals

Pointer

Eight state portals (Revenue NSW, SRO Vic, QRO, RevenueWA, RevenueSA, ACT Revenue, NT Revenue, SRO Tas). Lorikeet surfaces the right URL and EDR/OSR identifier with state-specific timing expectations.

Surface only: Portal URL + member's EDR/OSR number from PEXA Exchange
Guardrail: Never quotes duty amount or recommends concession — strictly process guidance
Future: If PEXA gains write access to any state portal API, we can wire it in
Lorikeet
Maintains the per-state pointer config and the no-advice guardrail.
PEXA
Nothing required. Optional: notify us when state portal URLs or processes change.

Snowflake + Cortex + Tableau

Optional

Coach reads every conversation natively in Lorikeet. If PEXA wants the structured data in Snowflake too, we push grading scores, themes, and per-conversation metadata into your warehouse.

Write: Conversation metadata, Coach scores, theme taxonomy
Frequency: Near-real-time via Snowflake streams or batch hourly
Schema: Designed jointly, matches your existing reporting models
Lorikeet
Pushes structured data into Snowflake on the agreed schema.
PEXA
Owns warehouse schema, table access, and downstream Tableau dashboards.

Identity & auth

Inline

No second auth flow for members. Lorikeet runs the same security questions you use today. Verification status carries through to any human handover.

Voice: In-call verification via existing security questions + Salesforce contact lookup
Chat: Email link or one-time code via existing flow
Handover: Verification status carries forward on escalation — no re-asking
Lorikeet
Implements the verification flow matching your existing security questions.
PEXA
Specifies the security question set and the answers source-of-truth.
Data flow examples

What a real conversation touches

Two worked examples showing every integration touchpoint, end to end.

Step Workspace error (lodgement rejected) Trust account verification
Inbound Member calls Genesys → routed to Lorikeet voice agent Member opens chat widget on PEXA portal
Identity Verify via existing security question + workspace ID Salesforce contact lookup via email
Context lookup PEXA Exchange API → workspace state, parties, outstanding items Salesforce contact + firm + recent TAV cases
Action PEXA Exchange API → resubmit for lodgement once Member confirms fixes Account Services API → open TAV case, send form to firm admin email
Compliance Guardrail: no legal/duty advice on name correction; agent steers to firm Guardrail: PII redaction — BSB never echoed, never stored
Audit Transcript + agent reasoning written to Salesforce Case + Lorikeet audit log Case opened in Salesforce, Coach grading attached, audit log with redacted artifact
Coach Grades conversation against QA rubric, surfaces theme: "name mismatch" recurring Grades conversation, tracks bank-specific timeframes for bias detection

Lorikeet x PEXA — Confidential. Prepared by Lorikeet · will@lorikeetcx.ai