Channels
Channels overview
Every place your agent can answer, what each needs and which plans include it.
Open your agent's Channels page. Every conversation from every channel lands in Activity → Chat logs, and chats that need a person appear in the Helpdesk inbox.
| Channel | What you need | Plan |
|---|---|---|
| Website chat bubble | Paste one line of code | All plans |
| Hosted page and inline embed | Nothing — share a link or an iframe | All plans |
| WordPress | Upload the ready-made plugin | All plans |
| Shopify | Paste the bubble code in your theme | All plans |
| Official Business API, or scan a QR code (Lite) | Plans with channels | |
| Messenger & Instagram | Log in with Facebook and pick the Page | Plans with channels |
| Telegram | A bot token from @BotFather | Plans with channels |
| IMAP/SMTP details, or forwarding | Plans with channels | |
| Slack | Create a Slack app from our manifest | Plans with channels |
| AnyChat | AnyChat workspace API details | Plans with channels |
| REST API | An API key | All plans |
If a Connect button says Upgrade to enable, your plan doesn't include messaging channels yet.
What works where
- Voice notes are understood on WhatsApp and Telegram (with Voice messages on).
- Images are understood on the website chat, WhatsApp, Telegram, Messenger, Instagram and AnyChat (with Understand images on).
- Buttons, widgets and flows look rich in the website chat; on messaging apps and email they are sent as a tidy text list (buttons as numbered options or links).
- Files your team sends from the inbox appear in the website chat; on other channels the customer gets a private download link.
- Ratings: website visitors see stars when a chat is closed; WhatsApp, Telegram, Messenger and Instagram customers are asked to reply with 1–5. See Ratings.
Messaging windows
WhatsApp and Messenger only allow free-form business replies within 24 hours of the customer's last message. Follow-ups are timed to stay inside that window.
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