Channels
Your assistant doesn't have to live on your website only. Connect it to the platforms your customers already use — WhatsApp, Messenger, Instagram, Slack, Discord, Gmail, Outlook — and every conversation flows into the same Inbox.
The same AI personality, the same knowledge base, the same automations — applied everywhere.
Connect a channel
Each channel takes a few minutes to connect. Most use a one-click OAuth — you log into your Meta / Google / Microsoft / Slack account, approve, and the assistant is live on that channel.
| Channel | How you connect | Best for |
|---|---|---|
| Web Chat | Embed code on your site | Anyone with a website — the universal entry point |
| Meta OAuth | Reaching customers on the world's #1 messaging app | |
| Messenger | Meta OAuth (same as WhatsApp) | Facebook page audiences |
| Meta OAuth (same again) | Brands with an active IG presence | |
| Slack | Slack OAuth | Internal teams, B2B onboarding |
| Discord | Discord bot setup | Communities and gaming audiences |
| Gmail | Google OAuth | Anyone who handles email support |
| Outlook | Microsoft OAuth | Microsoft 365 mailboxes |
Don't pick everything on day one. Start with one channel where your customers already are, get it working well, then add the next.
One Inbox for all of them
Every message — across every channel — lands in the same Inbox. A small icon on each conversation tells you which channel it came from, so you always know the context.
You don't switch tools to switch channels. You don't lose context when a customer moves from email to WhatsApp. The customer's full history, all platforms combined, is one click away in the Client View.
How replies are decided
When a customer writes on any channel:
- The assistant detects the channel they're on and adapts its formatting (markdown on web, plain text on WhatsApp, etc.).
- It uses your Biography for tone and decision rules.
- It searches your Knowledge Base for the relevant information.
- It runs any SmartFlow you've set up for that channel.
- It replies in the same language the customer wrote in.
If you want different behavior per channel — say, friendlier on Instagram, terse on Slack — set up channel-specific SmartFlows.
What you can do per channel
Some channels support more than just text. Here's what's available where:
| Capability | Web | Messenger | Slack | Discord | Gmail | Outlook | ||
|---|---|---|---|---|---|---|---|---|
| Auto-reply | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ |
| Rich media (images, cards) | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ |
| Typing indicator | ✅ | ✅ | ✅ | ✅ | — | — | — | — |
| Read receipts | — | ✅ | ✅ | ✅ | — | — | — | — |
| Draft mode (human reviews before send) | — | — | — | — | — | — | ✅ | ✅ |
| Folder/label management | — | — | — | — | — | — | ✅ | ✅ |
Connect more than one channel
Adding channels is additive — you don't have to choose. Connect Web on day one, add WhatsApp a week later, plug Gmail when you're ready. Same assistant, same knowledge, more reach.
The Inbox handles the merge automatically: if the same customer writes from Web and WhatsApp, the assistant can recognize them as the same person when you have their email or phone.
Frequently asked questions
| Question | Answer |
|---|---|
| Do I need a separate AI per channel? | No — one assistant powers them all. |
| Can I pause one channel without the others? | Yes — disable a channel from its integration page without affecting anything else. |
| Same customer switches from email to WhatsApp — does the AI remember? | Yes, as soon as the customer's identity (email or phone) is known on both sides. |
| Can I have a different tone per channel? | Yes — use SmartFlow with channel-specific instructions. |
| What if I disconnect a channel? | New messages stop arriving; the conversation history stays in your Inbox. |
Getting started
Pick the channel that matches your audience first — then come back and add more:
→ Web Chat — the universal one, start here if you have a website → WhatsApp — if your customers chat → Gmail or Outlook — if your customers email
Related
- Inbox — where every channel's conversations land
- Client View — one customer, every channel
- SmartFlow — channel-specific automations
- Biography — the AI's voice across channels