Use Integrations to connect the channels where customers contact your business. Select the intended company and assign the appropriate assistant for each connection.
| Channel | Configuration |
|---|---|
| Website chat | Create an active widget, choose its assistant, configure visitor information and appearance, and install its embed code. See Chat Widgets. |
| Connect the business sender, configure credentials and webhooks, then test routing and replies. See WhatsApp Setup. | |
| Create or connect the business account through Integrations, review the assistant and connection details, and test the supported DM/comment workflow. | |
| Facebook Messenger | Open the available Messenger connection controls, connect the intended page, and verify incoming and outgoing messages. |
| SMS bridge | Register the SMS device through Integrations and complete the device-side setup required by your installation. |
The available cards and actions depend on the installation and permissions. Telegram notification destinations are covered under Notification Actions.
Related video lesson
This lesson covers website chat. It does not demonstrate WhatsApp, social-channel or native SDK setup.
Compare the main customer experiences
| Capability | Website widget | Branded web app / PWA | Embedded mobile SDK | |
|---|---|---|---|---|
| Where customers open it | Your existing website | Published tenant chat URL | Screen in your own application | Your connected business sender |
| Appearance | Widget branding and launcher settings | Web profile, page branding and PWA icons | Shared chat renderer plus host-app controls | WhatsApp controls the surrounding interface |
| Forms, menus and bookings | Configured web components | Same shared web components | Shared components, subject to WebView support | Channel-specific interactive messages and published Flows where configured |
| Identity | Browser-owned visitor or supported signed session | Browser-owned visitor; secure handoff can link source history | Backend-issued signed session for authenticated customers | Sender-specific WhatsApp identity |
| Background notifications | Browser/device support and an active subscription required | Installation alone is insufficient; permission and subscription still required | Native push integration is a host-app responsibility | Delivered through WhatsApp, subject to provider rules |
| Campaigns | Widget-specific marketing consent | Same widget consent and campaign delivery | Do not assume native campaign push is included with the SDK | WhatsApp campaign audience, sender and content requirements |
| Files and voice | Browser permissions and supported formats | Same web requirements | Also needs host/WebView permission and file handling | WhatsApp media transport and supported formats |
Full-page chat and the embedded website widget are different presentations of the same web engine. SDKs host that engine; they do not automatically provide every native device integration. No channel promises offline AI replies or completed transactions without a server connection.
Test each channel separately
- Send a message from a controlled customer account or device.
- Confirm the conversation appears under the correct company.
- Check the assigned assistant's reply and any enabled form or tool.
- Test human takeover and a human reply.
- Review delivery status on the customer's channel.
Rich media, forms, read indicators, and proactive messaging differ by channel. A feature available in website chat does not automatically work identically in SMS or social messaging.
Customer identity
Channels can share assistants and knowledge while retaining their own conversation identities. Matching names or phone numbers does not automatically merge private history. Use secure channel handoff or signed mobile sessions when authenticated continuity is required.
See Inbox and Integrations.