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Channels Overview

Connect multiple communication channels to manage all customer conversations in one unified inbox.

Supported Channels​

ChannelStatusFeatures
WhatsApp Business✓ AvailableTemplates, media, 24-hour window
Instagram DM✓ AvailableComments, stories, direct messages
Email✓ AvailableGmail, Outlook, custom SMTP
Website Widget✓ AvailableReal-time chat, rich messages

Why Use Multiple Channels?​

Meet Customers Where They Are​

  • WhatsApp users prefer WhatsApp
  • Some customers prefer email
  • Website visitors want instant chat
  • Social media for public engagement

Unified Experience​

All channels flow into one inbox:

WhatsApp    ─┐
Instagram   ─┼─> Unified Inbox ─> AI Agent + Human Team
Email       ─┤
Widget      ─┘

Benefits:

  • One place for all conversations
  • Consistent AI responses
  • Single customer view
  • Unified analytics

Channel Comparison​

FeatureWhatsAppInstagramEmailWidget
Real-time✓✓◐✓
Rich media✓✓◐✓
Templates✓❌◐❌
File sharing✓✓✓✓
24/7 AI✓✓✓✓
Read receipts✓✓❌✓
Typing indicators✓✓❌✓

Adding a Channel​

General Steps​

  1. Go to Settings → Channels
  2. Click Add Channel
  3. Select channel type
  4. Follow the setup wizard
  5. Verify connection
  6. Configure AI agent assignment

Connection Status​

StatusMeaning
ConnectedActive and receiving messages
DisconnectedNeeds reconnection
PendingSetup in progress
ErrorConfiguration issue

Channel Settings​

Each channel has:

Basic Settings​

  • Display Name - How it appears in inbox
  • Assigned Agent - Default AI agent for channel
  • Priority - Response priority level

AI Settings​

  • Enable AI - Allow AI to respond
  • AI Hours - When AI should respond
  • Escalation Rules - When to involve humans

Team Settings​

  • Team Access - Which team members can see
  • Notification Settings - Alert preferences

Message Routing​

How Messages Are Routed​

Incoming Message
      ↓
Identify Channel
      ↓
Find/Create Customer
      ↓
Route to AI Agent
      ↓
AI Responds (or escalates)
      ↓
Human Takes Over (if needed)

Routing Rules​

Configure custom routing:

RuleExample
By ChannelWhatsApp → Sales AI
By Keyword"urgent" → Priority queue
By CustomerVIP → Human only
By TimeAfter hours → AI only

Best Practices​

Channel Selection​

Choose channels based on:

  • Customer demographics
  • Use case (support vs sales)
  • Response time expectations
  • Resource availability

Consistent Experience​

  • Same AI personality across channels
  • Unified knowledge base
  • Consistent branding
  • Cross-channel context

Monitoring​

  • Watch for disconnection alerts
  • Monitor response times per channel
  • Track channel-specific CSAT

Next Steps​