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A channel is how users reach your flow. Once you’ve built the flow, you connect at least one channel so real people can talk to it.

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Supported channels

Widget

Embeddable web chat for your website. No login required.

Email

Gmail and Outlook. The flow reads incoming threads and replies in-thread.

Messaging

Slack and Microsoft Teams. The flow lives in a channel or DM.

Telegram

A Telegram bot you create with @BotFather. Inbound only.

Phone

Inbound and outbound voice calls via Twilio + LiveKit SIP.

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At-a-glance channel matrix

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Open the channels

Click Channels in the rail on the left of the canvas. The Channels drawer opens on the right with the agent’s channel list. You can also:
  • Click Start on the canvas.
  • Click one of the channel icons around Start, to open that channel.
  • Open Agent settings and pick the Channels tab.

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Adding a channel

1

Click Add channel

The list of channel types opens. Pick one. A type the agent’s mode can’t use is shown but can’t be picked.
2

Fill in the configuration

Each channel has its own fields — see the channel-specific pages below.Channels that need an integration (Gmail, Slack, etc.) ask you to pick a connection here. If you don’t have a connection set up, configure one first in the Integrations page.
3

Click Add channel

Until you do, the channel is only a draft: the form says Not added yet. Nothing is saved until you add it. If a required field is empty, the form lists what’s missing under To add this channel:.Once added, the channel appears in the channel list and around the Start node. A widget stays open on its install steps. You can have multiple channels per agent.
A draft you leave with Cancel or the back arrow is discarded; if you entered anything, the drawer asks first (Discard the new channel you haven’t added yet?). Closing the Channels drawer keeps the draft, and it’s there when you open the drawer again. To change a channel later, click it in the list, edit, and click Save.

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Removing a channel

Open the ⋮ menu on the channel’s row and click Remove. Nothing asks first: a toast offers Undo.
Removing a widget channel makes the widget show as offline on every site that embeds it. On a live agent, that happens with your next deploy; on an agent that went live before versions existed, right away. The menu and the toast both say so.

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Multiple channels on one flow

A single flow can serve multiple channels at once — for example a customer support flow that handles inbound on Gmail, Slack, and the Widget, all routing into the same agents. Each channel has its own configuration but they share:
  • The same flow’s actors and routing edges.
  • The same global context, knowledge, and capabilities.
  • The same conversation history view.

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Deploying the flow

Adding a channel doesn’t make it live. You also need to Deploy the flow:
  • Inbound-mode flows: Deploy schedules listeners on all configured channels. New inbound messages create conversations.
  • Outbound-mode flows: Deploy validates the channel configuration. Conversations are then started manually.
Read more: Deploy →

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Validation before deploy

If a channel is mis-configured (missing connection, expired credentials, missing required fields), the deploy step refuses to schedule it and the channel shows an error badge. Fix the configuration and redeploy. A channel that would stop a deploy shows up before you click Deploy:
  • Channels in the rail carries a red count of the channels that need attention.
  • The channel’s row in the list says Needs config (or Wrong mode, for a channel the agent’s mode can’t run). Hover it for what’s missing.
  • Its icon around the Start node gets a red border.
  • Issues lists it, and clicking the issue opens that channel.

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What channels can do

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Next

Pick a channel:

Widget

Embed a chat on your website.

Email

Gmail or Outlook.

Messaging

Slack or Teams.

Telegram

A bot users DM in Telegram.

Phone

Voice calls.