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Charlie is an HR platform for small and growing teams. Ravenna connects to it through its HRIS integration, which uses Merge.dev for unified HR data access, so there is nothing to build and nothing to maintain on your side. Synced employee data gives the AI agent context about who is asking, and lets you route tickets by department, role, or manager.

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What syncs

Employees

Name, email, avatar, job title, employment type, department, manager, hire date, employment status, and employee number

Groups

Teams and departments, so you can route and scope access by group
Data syncs every 24 hours. Only active employees sync, and anyone without a valid work email in Charlie is skipped.
Charlie is a read-only employee and group source. Time-off workflow actions, such as checking a balance or filing a request from a ticket, are provider specific and available today for BambooHR, HiBob, and Workday.

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Connect Charlie

Select Charlie in the Merge Link provider list, then follow its prompts. Most providers ask for admin credentials, and some also ask for a subdomain or an API key.

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Prerequisites

Merge supports more HR systems than Ravenna enables by default. If yours is missing from the Merge Link provider list, ask support and it can usually be turned on.
Before you start, make sure you have:
  • An active account with your HR system
  • Admin access to it, or someone who has it available to authorize the connection
  • Permission to authorize third-party integrations there

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Connect

1

Open the HRIS integration

  1. Go to Settings > Integrations
  2. Select HRIS. One connector covers every supported HR system, so there is no separate card per provider.
2

Start the connection

Select Connect to open Merge Link, the guided authorization dialog.
3

Authorize the connection

  1. Select your provider from the list
  2. Follow the prompts. Most providers ask for admin credentials, and some also ask for a subdomain or a tenant URL.
  3. Review the requested data permissions and accept them
  4. Select Finish
4

Choose what syncs

Set your sync preferences after the connection completes:
  • Employee status filter: which employment statuses to sync. Defaults to Active only.
  • Group type filter: which group types to sync. Defaults to Teams and Departments.
5

Wait for the first sync

The first sync starts as soon as the connection completes, and employee and group data appears in Ravenna once it finishes.
Data syncs every 24 hours after that. The integration settings show the last sync time.

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Troubleshooting

Cause: the sync has not finished, the status filter excludes them, or they have no work email.Fix:
  • Check the last sync time in the integration settings
  • Confirm your employee status filter includes the statuses you expect, such as Active
  • Confirm each missing person has a valid work email in your HR system. Anyone without one is skipped.
  • Wait for the next 24 hour sync, or disconnect and reconnect to force a fresh one
Cause: the group type filter is excluding them, or they were created after the last sync.Fix:
  • Confirm your group type filter includes Teams and Departments
  • Confirm the groups exist in your HR system
  • Wait for the next sync to pick up new groups
Learn more about every system Ravenna integrates with
Last modified on September 17, 2026