Every customer message lands in one queue, whoever sent it.
Channels connects WhatsApp, Instagram, Messenger, Telegram, email, and webchat to a single conversation record, so an agent never asks the customer to repeat themselves.
Channels is the inbound layer of the suite. Each driver keeps its own connection (token, signature, session), while conversations, contacts, and routing rules live once in the platform.
The result is unglamorous but decisive: one inbox per team, one identity per customer, and a routing log you can audit when someone asks why a message waited.
- 6Channel drivers shipped in the suite
- 1Conversation record per customer, per topic
- 100%Routing decisions logged with the rule that fired
- 0Duplicate contact records when identity matches
One queue, filtered by channel, team, and stage.
Agents work from a single inbox: new, open, pending, and resolved. Filters cut by channel, team, tag, or SLA state, so the WhatsApp queue and the email queue stay distinguishable without living in separate tools. Assignment is explicit, and a conversation keeps its history when it moves between agents.
- Conversation states: new, open, pending, resolved, with reopen history
- Filters per channel, team, tag, and SLA breach
- Internal notes and mentions stay out of the customer thread
- Handover keeps the whole thread, including attachments
Each channel keeps its own credentials and its own failure mode.
A driver holds the connection: WhatsApp session or Cloud API token, Instagram and Messenger page tokens, Telegram bot token, IMAP/SMTP mailbox, or the webchat widget key. Signature verification and response mapping are configured per driver, so a webhook that changes shape is fixed in one place instead of in application code.
- Signature verification per driver, with shared secret or key pair
- Response mapping for non-standard webhook payloads
- Reconnect and session state visible to the team, not buried in logs
- Outbound templates per channel, with variables resolved at send time
Rules fire in order, and every match is recorded.
Routing rules match on channel, keyword, contact segment, business hours, or queue load, then assign to a team, an agent, or a voice queue. Each run is logged with the rule that matched, the actions applied, and whether the message matched nothing at all – the case teams blame first.
- Ordered rules with explicit fallback when nothing matches
- Assignment to team, agent, or voice queue
- SLA timers per priority with breach visibility
- Routing run log per conversation, filterable
What Channels covers
Inbound conversation handling plus the plumbing that keeps it honest.
Session or Cloud API, template messages, media, delivery state.
Instagram & Messenger
Page tokens, comment-to-DM handling, attachment support.
Telegram
Bot token per tenant, commands, group conversations.
IMAP poll and SMTP send, threading by subject and headers.
Webchat
Embeddable widget keyed per site, no login required for visitors.
Contacts
Every conversation resolves to one contact identity.
Routing rules
Ordered matching with logged outcomes, including no-match.
Templates
Per-channel templates with variables and approval state.
Reporting
Volume, first response, resolution, and backlog per channel.
Rollout in four steps
Most teams go live channel by channel, starting with the one that hurts.
Credentials and webhook in place, one test conversation end to end.
Existing customer list matched to identities before the queue opens.
Order, fallback, and SLA per priority agreed with the team lead.
Agents trained on states and handover; backlog reviewed weekly.
Questions teams ask before switching
Do we need a separate gateway for WhatsApp?
The driver speaks to the official Cloud API or a session-based gateway; both are configured per tenant, so the choice stays yours.
Can two teams use the same channel?
Yes. Routing assigns conversations to teams, and the inbox filters by team so each group sees only its queue.
What happens when a webhook fails?
The delivery attempt and its response are stored, and the driver surfaces the failure in the channel status instead of failing silently.
Does it work without internet-facing servers?
On the on-premise deployment the drivers run inside your network; only the upstream provider endpoints are external.
See this app running on your own data.
We install the suite on your server or in our cloud, then walk your team through the exact flow you described.