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Channels normalize customer messages into organization-scoped contacts, conversations, and messages. Once normalized, the same inbox, AI pipeline, tickets, routing, analytics, and human-handoff behavior can serve every source.

Web widget

Iframe-isolated chat with configurable appearance, visibility, AI, and visitor fields.

Email

Domain-verified support addresses and inbound/outbound email.

WhatsApp

Twilio-backed WhatsApp messages with signed inbound webhooks.

Telegram

Bot token verification, webhook registration, and chat mapping.

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Shared lifecycle

Administrators manage channels; agents consume the resulting conversations. One organization can have one saved channel per type under the current unique index.
Webhook routes are public by necessity. Treat provider signature verification, HTTPS, secret rotation, replay/idempotency controls, and minimal error responses as mandatory production controls.
Last modified on July 17, 2026