Messaging Channels

Telegram, WhatsApp, and Slack are channels — customer or team touch-points you configure by creating an integration connection, then binding it on your agent’s Channels tab (which creates an event Flow).

Telegram

Use case: Customer-facing bots

1. Create a bot via @BotFather on Telegram
2. Go to Console → Integrations → Telegram and create a connection with the bot token
3. Open your customer-facing agent → Channels → bind Telegram

See Deploy → Telegram → for the full guide.

WhatsApp

Use case: Customer support, e-commerce

WhatsApp requires a WhatsApp Business Account via Meta.

1. Set up WhatsApp Business via Meta for Business
2. Create a connection under Integrations → WhatsApp
3. Bind it on your customer-facing agent → Channels

See Deploy → WhatsApp → for the full guide.

Slack

Use case: Internal team assistants (Internal agents only)

1. Connect Slack under Integrations → Slack
2. Bind on an Internal agent → Channels

See Deploy → Slack → for the full guide.

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Which channel should I use?

Channel	Agent type	Best for
Telegram	Customer-facing	Global reach, quick bot setup
WhatsApp	Customer-facing	Business messaging, support
Slack	Internal	Team workspace automation
Web Widget	Customer-facing	Website visitors

Note

Channel automations bind to Internal or Customer-facing agents. Internal agents that Allow external guests are used through the workspace chat UI, where you can invite guests to a conversation.