Channels Overview

AI SmartTalk lets you meet customers wherever they are. Connect messaging platforms, email, and more — all conversations flow into one unified inbox while your AI handles responses automatically.

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How Channels Work

┌──────────────┐     ┌──────────────┐     ┌──────────────┐
│   Customer   │────▶│  AI SmartTalk │────▶│   AI Agent   │
│   Message    │     │    Channel    │     │   Response   │
│              │◀────│              │◀────│              │
│   Response   │     │  (Messenger,  │     │  Uses same   │
│              │     │   WhatsApp,   │     │  knowledge   │
│              │     │   Gmail...)   │     │  & tone      │
└──────────────┘     └──────────────┘     └──────────────┘

1. Connect a messaging service (OAuth, API key, or configuration)
2. AI SmartTalk subscribes to incoming messages
3. New messages create conversation threads in your unified Chat inbox
4. AI responds using your knowledge base and configured tone
5. Optional: Use SmartFlow to customize behavior per channel

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Default Behavior vs SmartFlow

Default Behavior (Out of the Box)

When you connect a channel, the AI:

• Receives incoming messages automatically
• Responds using your knowledge base
• Follows your configured AI personality and tone
• Works 24/7 without additional setup

Custom Behavior with SmartFlow

You can override the default behavior using a Chat Service SmartFlow trigger:

Scenario	SmartFlow Configuration
Different flow per channel	Create SmartFlow with Chat Service trigger, select specific channel
VIP customer routing	Check customer data, route to human agent
Multi-step conversations	Use AI Request + custom logic before responding
Show typing indicators	Add META_TYPING_ON/OFF actions (Meta channels)
Mark messages as read	Add META_MARK_READ action

Learn more: See SmartFlow Chat Actions for detailed configuration.

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Available Channels

Social Messaging

Channel	Connection	Guide
Messenger	Meta OAuth	Facebook Page messages
WhatsApp Business	Meta OAuth	WhatsApp phone numbers
Instagram Direct	Meta OAuth	Instagram DMs

Tip: Connect all three Meta channels with a single OAuth — select your Page, WhatsApp number, and Instagram account together.

Team Communication

Channel	Connection	Guide
Slack	Slack OAuth	Workspace bot @mentions
Discord	Bot Token + Client ID	Server bot

Direct Communication

Channel	Connection	Guide
SMS / Text Messages	Shared or custom number	Text message conversations
Gmail	Google OAuth	Email conversations
Web Chat	Embed code	Website widget

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Quick Setup Summary

Channel	Setup Time	Method	Notes
Web	2 min	Embed code	Enabled by default
Messenger	5 min	Meta OAuth	Select Facebook Page
WhatsApp	5 min	Meta OAuth	Same OAuth as Messenger
Instagram	5 min	Meta OAuth	Same OAuth as Messenger
Slack	3 min	Slack OAuth	Install to workspace
Discord	10 min	Developer Portal	Create bot, enter credentials
SMS	5 min	Configuration	Choose shared or custom number
Gmail	5 min	Google OAuth	Connect Google account

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Unified Inbox

All channel conversations appear in Chat with channel-specific icons:

Icon	Channel
🟣	Messenger
🟢	WhatsApp
📸	Instagram
🟦	Slack
🎮	Discord
📱	SMS
✉️	Gmail
🌐	Web

Features

• Real-time sync: Messages appear instantly
• Thread history: Full conversation context
• Customer profiles: Merged identities when contact info matches
• Agent takeover: Human can take over from AI anytime
• Channel switching: Same customer, different channels, unified view

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SmartFlow Channel Customization

Chat Service Trigger

Create custom conversation flows using the Chat Service trigger:

Trigger: Chat Service
  Channel: Messenger (or WhatsApp, Instagram, etc.)
  
Actions:
  - Parallel Execution:
      Branch 1: Show typing indicator (META_TYPING_ON)
      Branch 2: Mark message as read (META_MARK_READ)
  - AI Request:
      Process the message with custom instructions
  - Hide typing indicator (META_TYPING_OFF)
  - Send response

Available Channel Actions

Action	Channels	Description
Send Message	All	Reply in the conversation
Show Typing	Meta (Messenger, Instagram, WhatsApp)	Display typing indicator
Hide Typing	Meta	Remove typing indicator
Mark as Read	Meta	Mark message as seen
Create Draft	Gmail	Create email draft

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Channel Comparison

Feature	Messenger	WhatsApp	Instagram	Slack	Discord	SMS	Gmail	Web
Auto-reply	✅	✅	✅	✅	✅	✅	✅	✅
Rich media	✅	✅	✅	✅	✅	Limited	✅	✅
Typing indicator	✅	✅	✅	❌	❌	❌	❌	✅
Read receipts	✅	✅	✅	❌	❌	❌	❌	❌
SmartFlow actions	✅	✅	✅	✅	✅	✅	✅	✅
Requires OAuth	✅	✅	✅	✅	❌	❌	✅	❌

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Frequently Asked Questions

Question	Answer
Do I need a different knowledge base per channel?	No, the same knowledge powers every reply.
Can I pause one channel without affecting others?	Yes—toggle Enabled → Off on that channel'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; AI SmartTalk merges identities when phone, email, or social ID match.
Can I have different AI personalities per channel?	Yes, use SmartFlow with channel-specific prompts.
What happens if I disconnect a channel?	New messages stop arriving; history is preserved.

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Getting Started

1. Start with Web Chat — already enabled, test your AI immediately
2. Add your busiest channel — Messenger, WhatsApp, or whatever your customers use most
3. Expand over time — add remaining channels for true omnichannel support
4. Customize with SmartFlow — build channel-specific behaviors as needed

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Related Documentation

• Integrations (Connectors) — Sync data to your knowledge base
• SmartFlow Introduction — Build custom conversation flows
• SmartFlow Chat Actions — Channel-specific actions
• Knowledge Base — Content that powers all responses