Channels

Channels are the communication interfaces between your platform workspace and external users. Each channel represents a path through which messages, calls, and interactions flow in and out of the platform.

Channel types

The platform supports several channel types:

How channels work

Every channel follows the same pattern:

1. Configure — set up the channel with its connection details (widget ID, phone number, API credentials)
2. Map to a space — associate the channel with a workspace space
3. Connect to agents or flows — route incoming messages to an agent, a flow, or both
4. Receive and send — the platform handles message routing in both directions

Channel–conversation relationship

When a message arrives through a channel, the platform either:

• Creates a new conversation — if no active conversation exists for the sender
• Continues an existing conversation — if an active conversation with the sender is found

This means a single channel can manage thousands of concurrent conversations, each tracked independently.

Channel configuration

Each channel type has its own configuration requirements:

• Presence Widget — a channel ID and optional language setting. See Presence Widget.
• Telephony — SIP trunk credentials and phone number mapping. See Telephony.
• Messaging platforms — OAuth or API key credentials from the platform provider.

Next steps

• Presence Widget — embed a web chat widget on your site
• Telephony — configure voice and SMS channels
• Conversations — how channel messages become conversations
• Agents — connect AI agents to channels