Overview

Channels let you make your AI available to customers through the platforms they already use to communicate with your business.

From the Channels page, you can connect, configure, test, and manage the different ways users can interact with your AI. Depending on the channel, conversations can be handled through a Workflow, a Knowledge Base, or a website Widget Design.

Available Channels

The Channels page provides the following channel options:

Channel Cards

Each channel is represented by a card on the overview page.

The card provides a quick view of the channel and its current configuration. Depending on the channel, the card can display information such as the number of connections or other channel-specific status information.

The main action on a card depends on whether the channel has already been configured:

• Connect or Create — Start configuring the channel when no connection exists.
• Manage — Open the channel configuration when connections already exist.
• + — Add another connection for channels that support multiple connections.

Connecting a Channel

Select a channel’s Connect or Create action to start its setup process.

Each channel has its own configuration requirements. For example:

• WhatsApp requires a Workflow and a WhatsApp connection through Meta or Twilio.
• Microsoft Teams requires a Workflow and Microsoft authorization.
• Voice requires a Workflow, voice configuration, and phone provider details.
• Web requires a Knowledge Base or Workflow, a Widget Design, and an allowed website domain.

After completing the required setup, the connection appears in the channel’s configuration view.

Managing Connections

When a channel has existing connections, select Manage to open its configuration view.

From there, the available actions depend on the channel. You may be able to:

• View connection details
• Create another connection
• Test a connection
• Edit a configuration
• View setup instructions
• Access website embed code
• Delete a connection

Multiple Connections

Some channels allow you to create multiple connections.

The Channels overview provides a + action for channels that support additional connections.

Currently:

• WhatsApp supports multiple connections.
• Voice supports multiple connections.
• Web supports multiple configurations.
• Microsoft Teams uses a single connection pattern in the Channels interface.

Draft and Deployed Channels

Web and Voice support Draft and Deployed states.

• Draft — The working version that can be configured or updated.
• Deployed — The version currently being used for the live experience.

WhatsApp and Microsoft Teams do not use the Draft/Deployed tabs in the Channels interface.

Web Channel Sections

The Web channel has two separate areas:

• Embed & Deploy — Create and manage website chatbot configurations and access the embed code.
• Widget Design — Create and manage the visual designs used by website chat widgets.

Channel and Resource Relationships

Different channels use different resources to handle conversations.

For Web, you select either a Knowledge Base or a Workflow when creating the website configuration.

A Widget Design is also required for Web configurations because it defines the appearance of the website chatbot.

Channel Management

The Channels page provides a single place to manage your customer-facing AI connections.

The typical flow is:

Channels
   ↓
Choose a Channel
   ↓
Connect / Create
   ↓
Configure Required Resources
   ↓
Complete Setup
   ↓
Test When Available
   ↓
Use the Channel