Your channels
The places a customer can reach your agent, how to switch them on, and the promise that holds across all of them: one conversation, one memory, one brief.
A channel is simply a place where a customer can talk to your agent. Your website is one. Email is another. A messaging app your customers already use is another. Whichever they choose, they are talking to the same agent, working from the same approved facts, and everything they say lands in the same conversation and the same brief. Nobody has to repeat themselves because they switched from one to the next.
The channels
- Website chat. The widget on your site. This is on the moment your key is installed.
- Email. A conversation that goes quiet on your site continues by email, in one thread, without reintroducing the business. See Email and inboxes for the sending side of this.
- Telegram. Your own Telegram bot, answered by the same agent. You connect it yourself in a couple of minutes, and there is nothing to pay us for the connection itself.
- WhatsApp, Instagram and Facebook Messenger. The same agent answers on the messaging apps your customers already use. You connect your own WhatsApp number and your own Facebook and Instagram accounts from the Channels screen, and every message lands in the same conversation.
Connecting Telegram
You do this once, from the Channels screen in your console.
- In Telegram, open a chat with @BotFather, the official Telegram account for making bots.
- Send it
/newbot, give your bot a name and a username, and it hands you back a token, a long line that starts with numbers. - In your console, open Channels, find the Telegram section, and paste that token in.
- Save. Your console verifies the token with Telegram before it stores anything, then switches the channel on. That is the whole job.
From then on, anyone who messages your bot on Telegram is talking to your agent, and their conversation appears in your console beside the ones from your website. If you ever need to change the bot, disconnect and reconnect from the same screen; your other settings are left alone.
Voice notes
On the channels that carry them, a customer can send a voice note instead of typing, and the agent understands it. The words are transcribed to text for the conversation, and the audio itself is never stored. The visitor does not have to do anything special; they just talk, the way they would to a person.
Connecting WhatsApp, Instagram and Messenger
Each of these connects from the Channels screen the same way Telegram does: you link your own WhatsApp number, or your own Facebook and Instagram accounts, following the short steps the screen shows. Your console verifies the connection before it switches the channel on, and from then on those conversations appear beside the rest. Your account, your number, not one we rent to you.
One conversation, one brief
This is the part most tools do not have. A customer can start on your website at lunchtime, go quiet, pick the thread up by email that evening, and ask one more thing on Telegram the next day, and it is still one conversation with one memory. A budget they mentioned on the website is still known on Telegram. When the conversation is qualified, you get one brief, not three, whatever mix of channels it travelled through.