Thulium and Manago AI Integration: Unify Marketing & Service

Understanding customers is complicated. Their feelings, thoughts, and actions are individualistic and often unpredictable. Delivering the best possible experience is the core ambition of every eCommerce brand, and our aspiration is to deliver the platform that meets this ambition.

For this purpose, in July 2025, Manago AI acquired a champion of customer centre systems—Thulium— and began building a truly automated, AI-powered Lifecycle Engagement Platform. One that not only engages and converts customers, but also builds lasting retention across every journey.

To achieve that, the integration between Manago AI and Thulium had to be on many different levels: from business, through organisational and cultural ending to technical. And in less than three months from the merger, both companies now operate as a single ecosystem.

Closing the Customer Journey Loop

The Thulium and Manago AI integration bridges the gap between marketing, customer service and sales. It automatically feeds live support data (tickets, chats, calls, ratings) into your marketing automation ecosystem.

You can use these insights to instantly act on customer needs, triggering everything from personalised follow-ups to targeted upsell offers. This integration allows you to strengthen customer trust, respond faster, and convert your service department into a powerful engine for growth.

How to Activate the Thulium Integration in the Manago AI Platform

Connecting your Thulium contact centre with Manago AI allows you to create a truly unified view of your customers. This integration empowers your teams by synchronising contact data and call histories directly into the 360-degree customer profiles within our platform.

Follow these simple steps to get started:

Log in to the Manago AI platform and navigate to Menu ->Integrations -> Integration Center.
On the list of available integrations, find the Thulium tile.
Click the Integrate button on the tile.
Generate the code that you will use later in the Thulium platform
Go to Thulium, select Administration -> Advanced -> Integrations
Find Manago AI and insert the code and click Authenticate Thulium app
Now configure the integration and you are done!

Activate the integration now!

For detailed instructions on activating the integration visit our dedicated support page.

Unified Platform for Your Business Needs

To create an immersive and truly personalised experience for customers, eCommerce brands cannot focus solely on engaging and converting. They secure that first purchase, but this is not the end of the customer journey; It is merely a beginning. And this journey can be pleasant and lead to loyalty and high LTV or it can lead to a loss of trust and fast churn.

With the integration of Manago AI and Thulium, you can now connect marketing and customer service in one system and start generating revenue from every interaction, and get a true Lifecycle Engagement Platform. No matter if your customer just visited your eCommerce site for the first time, paid for their first basket or contacted the customer centre to help them with their purchase—you can control this journey.