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WorkSpace / App Settings / Channels
Channels
Last updated：30 days ago

Channels

Overview

Channels let you connect a workspace's Agent to external IM platforms, so users can interact with the Agent directly in social or enterprise communication tools such as Telegram, WhatsApp, and DingTalk.

Channels are configured in the IMSettings component on the APP side.

Channels page-CN

Supported Channels (14+ Platforms)

Global IM

Channel Features Group Support
Telegram Group + private chat support, file attachments, Webhook monitoring Yes
WhatsApp Dual providers (EL + Meta), QR code pairing —
Line Asia-Pacific IM —

Enterprise Collaboration

Channel Features Group Support
Teams Microsoft Teams integration Yes
Slack Slack workspace integration Yes
Discord Community server integration Yes
DingTalk Enterprise app + Webhook Yes

Social Platforms

Channel Features
Instagram Meta social platform
Facebook Meta social platform

Customer Service Platforms

Channel Features
Intercom Customer communication platform
LiveChat Online customer service
LiveDesk Customer service ticketing system

Automation and CRM

Channel Features
Zapier Automation workflow platform
Zoho SalesIQ CRM customer service

For the complete channel list and multimodal capability matrix, see Channel List.

Onboarding Process

General Steps

  1. Configure credentials: In IMSettings, enter the API Key / Token / Webhook URL required by the channel
  2. Connectivity check: The system automatically runs a ConnectivityCheck
  3. Check results:
Status Meaning Action
pass Connection is normal Can go live directly
warn Some features are limited Check the configuration
fail Connection failed Troubleshoot credentials and network
  1. Go live: Enable the channel after the check passes

Telegram Configuration Example

  1. Create a Telegram Bot in BotFather and obtain the Bot Token
  2. In IMSettings, select Telegram and paste the Token
  3. The system automatically configures the Webhook
  4. Once the connectivity check passes, it is ready to use

WhatsApp Configuration Example

  1. In IMSettings, select WhatsApp
  2. The system generates a QR code (linked-device mode)
  3. Scan the code with the WhatsApp mobile app to pair
  4. After successful pairing, it reconnects automatically

Multimodal Message Support

Some channels support sending and receiving multimodal messages:

Capability Description
Receive images Images sent by users in the IM are passed to the Agent
Receive files Documents/files sent by users are passed to the Agent
Send text The Agent's text replies are pushed to the IM
Send images Images generated by the Agent are pushed to the IM
Send files Files generated by the Agent are pushed to the IM

For the specific multimodal capability differences of each channel, see Channel Multimodal Capability Matrix.

Conversation Display

Conversations from IM channels display the corresponding platform icon (such as the Telegram icon or WeChat icon) in the Work conversation list, helping users distinguish the source of messages.

Detailed Configuration Guide

Telegram Configuration Steps

Telegram configuration-CN

  1. Search for @BotFather in Telegram and send /newbot
  2. Follow the prompts to set the Bot name, and obtain a Bot Token in a format such as 123456:ABCdef...
  3. Open APP → Settings → Channels → select Telegram
  4. Paste the Bot Token into the configuration box
  5. Click Save, and the system automatically configures the Webhook
  6. Once the connectivity check shows pass, it is ready to use
  7. Find your Bot in Telegram and send a message; the Agent will reply automatically

Tip: Telegram Bots support both group and private chat modes. After adding the Bot to a group, you can trigger the Agent to reply by mentioning it with @BotName.

WhatsApp Configuration Steps

  1. Open APP → Settings → Channels → select WhatsApp
  2. The page displays a QR code (linked-device mode)
  3. Open the WhatsApp mobile app → Settings → Linked Devices → Link a Device
  4. Scan the QR code with your phone
  5. After successful pairing, the system automatically maintains the connection (auto-reconnect on disconnection)

Note: WhatsApp's linked-device mode requires the WhatsApp mobile app to stay logged in. If you log out on the phone, the connection will be broken.

DingTalk Configuration Steps

  1. Create an enterprise internal app on the DingTalk Open Platform
  2. Obtain the app's AppKey and AppSecret
  3. Configure the Webhook URL for receiving messages (the system will provide it)
  4. Open APP → Settings → Channels → select DingTalk
  5. Fill in the AppKey, AppSecret, and Webhook configuration
  6. Save and test the connection

Notes on Channel Messages

Note Description
Message latency Channel messages travel through the path IM platform → backend → Agent → backend → IM platform, usually with a 2-5 second delay
Text length limit Each platform has a different maximum message length (such as Telegram's 4096 characters); overly long replies are automatically split and sent in segments
Format limitations Some channels do not support Markdown (such as WhatsApp), and the Agent's replies are automatically downgraded to plain text
File sending Channels that do not support files will upload the file to cloud storage and send a download link
Conversation context Each channel user's conversation is an independent session, and the Agent remembers the conversation history of the same user