Channels

Channels connect your deployed agents to the surfaces where users interact. Use the UI when you want to register a provider’s credentials and bind the connection to a deployment without writing scripts.

Each channel opens a New <Channel> Connection dialog. Provider-side setup, creating the app and copying credentials, happens in the provider’s console first. You then paste those values into the dialog, and the platform returns a webhook URL to register back with the provider.

Before you Begin

Confirm the following before you add a connection:

• You have an active deployment in the target environment, or you bind the connection to the working copy. A connection without an active deployment still saves; it routes traffic once a deployment exists.
• You have a provider account and the credentials the channel requires.
• You have access to the Deployments workspace for the project.

Navigation: Project -> Deployments -> Channels -> Add Connection, then select the channel.

Read the on-screen Setup instructions for the channel you want to add. Each channel has its own required credentials and setup steps.

Common Connection Settings

Every New Connection dialog ends with the same three settings. The channel-specific fields differ; these don’t.

Setting	Description
Display Name	A label for the connection, such as Slack Production. Up to 255 characters. Use it to tell environments and workspaces apart in the Channels list.
Environment	The deployment the connection binds to. Select an environment to follow its active deployment automatically, or leave the default to use the working copy. When no environment has an active deployment yet, create a deployment first to bind the connection to a published environment.
Provider Verification Strength	Controls how strictly the platform trusts the provider’s identity assertions for session continuity and linking. Weak is the default. Choose Strong only for channels or providers whose identity assertions you trust.
Initial Status	Active connections are usable immediately. Inactive connections stay saved but disabled until you activate them.

Select Create to save the connection, or Cancel to discard it.

Set up Slack

Deploy your agent as a Slack bot for team collaboration in channels and direct messages.

Get Slack Credentials

1. Create the app

   Go to api.slack.com/apps and select Create New App -> From scratch. Name the app and select your workspace.

2. Subscribe to events

   Go to Event Subscriptions, enable events, and add the bot events message.im and app_mention. Set the Request URL to the webhook URL the platform shows after you create the connection.

3. Add scopes

   Under OAuth & Permissions, add the scopes chat:write, im:history, and app_mentions:read.

4. Install and copy credentials

   Select Install to Workspace and copy the Bot User OAuth Token. Under Basic Information, copy the Signing Secret, App ID, and your workspace Team ID.

Create the Connection

In the New Slack Connection dialog, you can connect two ways:

• Select Add to Slack to authorize through Slack’s OAuth flow.
• Select Enter credentials manually instead to paste the values yourself.

Field	What to enter
Display Name	A label for the connection.
Slack Team ID:App ID	Your workspace Team ID and App ID, joined with a colon.

Complete the common connection settings and select Create.

For Slack slash commands, point the command’s Request URL to /api/v1/channels/slack/slash/<Team ID:App ID>.

Set up Microsoft Teams

Integrate your agent into Teams channels and chats through an Azure Bot registration.

Get Microsoft Teams Credentials

1. Create the Azure Bot

   Go to the Azure Portal, navigate to Azure Bot -> Create, and set the Messaging endpoint to the webhook URL the platform shows after you create the connection.

2. Copy the App ID and secret

   Copy the Microsoft App ID from the bot’s Configuration page. Go to App Registrations -> your bot -> Certificates & secrets, create a New client secret, and copy the value.

3. Copy the tenant ID

   Copy the Directory (tenant) ID from the Overview page.

4. Add the Teams channel

   Go to Channels and add the Microsoft Teams channel. In the Teams app manifest, set bots[0].supportsFiles to true to enable attachments.

Create the Connection

Field	What to enter
Display Name	A label for the connection.
Bot App ID	The Microsoft App ID of your bot registration.
App ID	Your Microsoft App ID.
Client Secret	The client secret value you created in Azure.
Azure Tenant ID	The Directory (tenant) ID from the Azure Overview page.

Complete the common connection settings and select Create.

Set up WhatsApp

Connect your agent to WhatsApp Business for customer messaging through Meta’s Cloud API.

Get WhatsApp Credentials

1. Create the WhatsApp Business app

   Go to Meta for Developers and create a WhatsApp Business app.

2. Copy the API credentials

   Under WhatsApp -> API Setup, copy your Access Token and Phone Number ID. Under Settings -> Basic, copy the App Secret.

3. Choose a verify token

   Choose any secret string as your Verify Token. You use the same string in the dialog and when you configure the webhook in Meta’s dashboard.

Create the Connection

Field	What to enter
Display Name	A label for the connection.
Provider	The WhatsApp provider. Defaults to Meta Cloud API.
Phone Number ID	The numeric Phone Number ID from Meta.
Access Token	The access token from your WhatsApp Business app.
App Secret	The Meta App Secret used to verify inbound webhook signatures.
Verify Token	The secret string you chose for webhook verification.

Complete the common connection settings and select Create. Then open your Meta app settings and set the Webhook URL to the URL the platform shows, using the same verify token.

Set up Telegram

Connect your agent to a Telegram bot for direct and group conversations.

Get Telegram Credentials

1. Create the bot

   Open Telegram and message @BotFather. Send /newbot and follow the prompts.

2. Copy the bot token

   Copy the bot token, in the format 123456:ABC-DEF1234ghIkl-zyx57W2v1u123ew11.

Create the Connection

Field	What to enter
Display Name	A label for the connection.
Bot Username	The bot’s username, used as the external identifier.
Bot Token	The token you copied from BotFather.

Complete the common connection settings and select Create. The platform registers the webhook URL with Telegram automatically on connect.

Set up Email

Process inbound emails and send agent responses by email.

Create the Connection

Field	What to enter
Display Name	A label for the connection.

Complete the common connection settings and select Create. The platform generates an inbound email address for the connection.

Configure your email provider to forward or route messages to that address. The platform’s SMTP server listens on port 2525, and incoming emails route to the selected agent version.

Set up Genesys

Connect your agent to Genesys Cloud as a Bot Connector for contact-center automation.

Get Genesys Credentials

1. Create the Bot Connector

   In Genesys Cloud Admin, go to Integrations -> Bot Connector and create a new integration. Note the Stream ID.

2. Set the connector URL and secret

   Set the Bot Connector URL to the webhook URL the platform shows, and configure a Client Secret (bearer token) in the Bot Connector settings.

3. Wire the Architect flow

   In the Architect flow, add a Call Bot Connector action that points to this integration.

Create the Connection

Field	What to enter
Display Name	A label for the connection.
Stream ID	The Stream ID from your Genesys Bot Connector integration.
Client Secret	The bearer token you configured in the Bot Connector settings.

Complete the common connection settings and select Create.

Set up AIforWork

Connect your agent to Kore.ai’s Employee Experience (EX) platform for bidirectional messaging.

Create the Connection

Field	What to enter
Display Name	A label for the connection.

Complete the common connection settings and select Create. On creation, the platform auto-generates the endpoint URL and a connection secret.

1. Copy the endpoint and secret

   Copy the Endpoint URL and Connection Secret shown immediately after creation. The secret is revealed only once.

2. Register the ABL Agent

   In AIforWork, register a new ABL Agent and paste the endpoint URL and connection secret into its configuration.

3. Set the response mode

   Set the response mode — sync, stream, or async — to match your AI4W agent setup.

4. Test end to end

   Send a test message from AIforWork to confirm the integration works end to end. AIforWork signs requests with HMAC-SHA256 and includes a JWT bearer token, and the platform verifies both automatically.

Set up Web SDK

Embed a chat widget in your website with a single script tag.

Create the Connection

Field	What to enter
Display Name	A label for the connection.
Environment	The deployment the widget serves. See common connection settings.
Authentication	How customer browsers bootstrap SDK sessions. Select Anonymous / Public-key bootstrap or Hosted token exchange.

Choose the authentication mode that fits your setup:

Mode	When to use
Anonymous / Public-key bootstrap	Browser or client app. Store the public pk_* key, runtime endpoint, and channel selection in client-side configuration. No ABL secret is required, so there is nothing extra to provision on the customer server.
Hosted token exchange	Customer backend. The backend adds a secret and issues one-time bootstrap tokens.

Public-key bootstrap has security implications:

• The public pk_* key is publishable and may ship in browser code.
• It authenticates SDK bootstrap for the app or channel, not the end user.
• Restrict allowed origins and use separate public keys for dev, staging, and production.

Create a public SDK key before you publish the channel. If the dialog reports No active public SDK keys found, create one in Deploy -> Public Keys. Then copy the embed snippet and add it to your website’s <head> or before the closing </body> tag. For the embed component, SDK reference, and origin restrictions, see Channels.