Messaging Integrations — Overview
AI SmartTalk lets you meet customers wherever they are while keeping one shared inbox for your team.
Every entry point below can be connected in minutes; after that, all messages land in Chat with a channel-specific icon.
Knowledge Base Integrations like SharePoint/OneDrive allow you to sync documents directly to your AI's knowledge base for enhanced responses.
How it works
- Connect a messaging service from the list below (OAuth / dropdown / support ticket, depending on the service).
- AI SmartTalk subscribes to incoming events (webhooks, APIs).
- When someone writes to you, a new thread is created in Chat.
- The assistant replies using the same knowledge base and tone settings, no matter which service the user chose.
Unified experience — Your agents see Messenger, WhatsApp, Instagram, Slack, SMS, and Web conversations in one place, with real-time sync and rich context.
Available entry points
| Icon | Service | Quick action | Docs |
|---|---|---|---|
| 🟣 | Facebook Messenger | Connect → Meta OAuth | Guide |
| 🟢 | WhatsApp Business | Same OAuth as Messenger | Guide |
| 🄸 | Instagram Direct | Auto-enabled after Meta OAuth | Guide |
| 💬 | SMS / Text Messages | Pick a shared number or request custom | Guide |
| 🟦 | Slack | Click Connect → Allow in Slack | Guide |
| 📄 | SharePoint / OneDrive | Connect → OAuth → Select folders | Guide |
Web Chat is enabled by default via the embed widget and does not require an extra integration step.
Frequently asked questions
| Question | Answer |
|---|---|
| Do I need a different knowledge base per channel? | No, the same content powers every reply. |
| Can I pause one service without affecting others? | Yes—toggle Enabled → Off on that service’s card. |
| How many channels can be active at once? | All of them; there is no limit per workspace. |
| Can the same customer switch channels mid-conversation? | Yes; SmartTalk merges identities when phone, email, or social ID match. |
| How does SharePoint integration work? | Connect your SharePoint/OneDrive account, select folders to sync, and documents are automatically processed and added to your AI's knowledge base. |
Next steps
- Start with the channel that already hosts most of your audience.
- Add the remaining services over time to offer a true omnichannel experience.
- Browse the individual guides (links above) for detailed connection steps and troubleshooting tips.
Happy messaging!