Messaging channels (Telegram, Slack, Messenger)

​

Voice notes and image analysis

• The first 5 attachments per message can be processed, with a maximum of 10 MiB per attachment.
• In History, an audio attachment shows its transcript when transcription succeeds and a player when the audio is available. The transcript remains readable if playback is unavailable.
• Images appear in History with their available descriptions. Descriptions summarize photos or screenshots; they are not a complete OCR export. PDFs, videos and other files are not analyzed by this attachment feature.
• The channel must include the attachment or allow the connected account to download it. A filename, private preview, or inaccessible link alone cannot be transcribed. Audio and image format support and access permissions can vary by channel.
• If a file cannot be downloaded or analyzed, the message keeps its attachment information without a transcript or description; the assistant cannot use the unavailable content.

​

Tools (voice parity)

• API tools (HTTP)
• MCP tools (workspace + assistant servers)
• Knowledge base search
• Calendar integrations (built-in engine / Cal.com / Calendly / Acuity / eTermin / HighLevel / meetergo)
• Built-ins: current time, business hours, send SMS, send email, schedule callback, set variable

​

Prerequisites

1. Your plan includes the channel you want to connect (Telegram, Slack, Messenger, Teams, Discord, Google Chat, X, WhatsApp text / WhatsApp voice).
2. If a provider requires a webhook, use the exact URL shown after you connect the channel. Verified custom domains are supported automatically.

​

Connect (product UI)

1. Pick an assistant.
2. Connect with one-click where available (Add to Slack, Connect with Facebook) or paste bot credentials manually.
3. Configure conversation settings (below).
4. Save — Telegram webhooks are registered automatically; Slack/Messenger BYO need the shown webhook URL in their developer consoles. One-click installs require no URL copy.

​

Slack — Add to Slack

1. Settings → Channels → Slack → Add to Slack
2. Approve the requested Slack permissions.
3. Return to the channel settings and confirm the connection is active.

​

Messenger — Connect with Facebook

1. Settings → Channels → Messenger → Connect with Facebook (HTTPS required)
2. Approve the requested permissions and select a Facebook Page.
3. Return to the channel settings and confirm the connection is active.

​

Conversation settings

​

Conversation ended webhook

• Inactivity — the inactivity timeout above elapses with no new customer message (checked about once a minute).
• Manual — someone selects Actions → End conversation on an open conversation in History.
• Test — you select Test webhook in the connector’s settings; this always sends a realistic example payload, whether or not a real conversation has ended yet.

{
  "event": "conversation.ended",
  "timestamp": "2026-08-26T14:32:07.000Z",
  "reason": "inactivity",
  "data": {
    "tenant_id": "9f86d081-0000-4000-8000-000000000020",
    "conversation_id": "c1b2c3d4-0000-4000-8000-000000000010",
    "platform": "telegram",
    "status": "closed",
    "duration_sec": 187,
    "message_count": 6,
    "conversation": {
      "id": "c1b2c3d4-0000-4000-8000-000000000010",
      "platform": "telegram",
      "external_thread_id": "123456789",
      "external_user_id": "123456789",
      "external_user_name": "Max Mustermann",
      "started_at": "2026-08-26T14:28:40.000Z",
      "ended_at": "2026-08-26T14:32:07.000Z",
      "last_customer_message_at": "2026-08-26T14:29:55.000Z"
    },
    "connector": { "id": "1b2c3d4e-0000-4000-8000-000000000030", "name": "Support Telegram", "platform": "telegram" },
    "assistant": { "id": "2c3d4e5f-0000-4000-8000-000000000040", "name": "Support Assistant" },
    "transcript": "Customer: Hi, I need help with my order.\nAssistant: Of course — what's your order number?",
    "messages": [
      { "id": "msg-1", "role": "user", "direction": "inbound", "text": "Hi, I need help with my order.", "created_at": "2026-08-26T14:28:40.000Z" }
    ],
    "analysis": {
      "summary": "Customer asked about an order and got help finding it.",
      "sentiment": "positive",
      "success": true,
      "success_reason": "The order was located and the delivery date confirmed.",
      "data": { "order_number": "12345" },
      "analyzed_at": "2026-08-26T14:32:07.000Z"
    }
  }
}

​

Beta connectors

​

Billing

​

Platform apps you create

​

Public API & MCP

• REST: GET/POST /api/v1/messaging-connectors, PATCH/DELETE /api/v1/messaging-connectors/{id}, GET /api/v1/messaging-connectors/{id}/watch-options (Gmail labels / Outlook and Zoho Mail folders), POST /api/v1/messaging-connectors/{id}/ended-webhook-test
• Slack OAuth: GET/POST /api/v1/slack/oauth
• WhatsApp templates: GET/POST /api/v1/whatsapp/templates
• WhatsApp outbound voice: POST /api/v1/calls/whatsapp-outbound
• MCP tools: list_messaging_connectors, list_messaging_connector_watch_options, create_messaging_connector, update_messaging_connector, delete_messaging_connector, test_messaging_ended_webhook, get_slack_oauth_config, start_slack_oauth, plus WhatsApp template/call tools
• OpenAPI tag: Messaging / Calls

​

WhatsApp

• Text: WhatsApp Business chat, when included in your plan.
• Voice: WhatsApp calling on the same connection, when included in your plan — see WhatsApp Voice.
• Templates: GET/POST /api/v1/whatsapp/templates (+ MCP tools).
• Outbound voice: POST /api/v1/calls/whatsapp-outbound.

​

Email

​

SMS

• Keep messages short and to the point — SMS has no rich formatting, and it’s billed per 160-character segment (70 if you use emoji or accented characters), so length costs money.
• Include opt-out instructions where local law requires them.
• Send a test message to yourself before turning a template loose on a full campaign.
• Keep an eye on SMS spend under Usage, especially after changing a template or targeting a new country.

​

Message labels