Agents
How the same agent configuration surfaces on web, email, Slack, Microsoft Teams, WhatsApp, and more—subject to plan and per-channel setup.
Channels are entry points into the same brain: retrieval, instructions, and automations stay unified so customers do not get contradictory answers on web vs WhatsApp.
Each channel has vendor-specific setup (OAuth, phone numbers, message templates). Complete channel guides live under Documentation → Channels and Integrations.
In the dashboard, connect channel credentials then associate them with an agent. Some channels allow many-to-one mappings (multiple numbers, one agent) depending on product support.
Test with real devices or sandbox workspaces before promoting to customers.
Because knowledge is shared, update articles once and all channels benefit. If a channel requires shorter messages, adjust instructions with explicit length guidance rather than maintaining duplicate agents.
When channel APIs truncate payloads, verify citations still make sense or move details to links.
Common pattern: stabilize web widget, add email for async cases, then messaging apps with template constraints.
Announce new channels with support macros so humans know when conversations may originate off-web.
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