Deploy
Channels
A channel is where a conversation happens. The same agent can serve several channels at once, and every conversation is tagged with the one it took place on, so you can route, review, and report by channel.
Supported channels
| Channel | Where it's used |
|---|---|
web | The embeddable widget and the in-dashboard test chat. |
voice | Phone and in-app voice calls (inbound numbers and outbound calls). |
sms | SMS text messaging. |
whatsapp | WhatsApp messaging. |
messenger | Facebook Messenger, on a Page you connect. |
instagram | Instagram direct messages, on a professional account you connect. |
telegram | Telegram, through a bot you create with @BotFather. |
slack | Slack direct messages and @-mentions in a workspace you connect. |
email | An inbox the agent reads and replies to. |
api | Your backend, via the Chat API. |
agent | Scheduled agent runs. |
post_call | Follow-up work generated after a call. |
To connect any of the messaging platforms to an agent, see Messaging channels.
Filtering by channel
Every conversation records its channel, so you can filter the Conversations list by it (for example, pull only voice calls or only api sessions) to build channel-specific reporting and review flows.