Introduction to channels

What a channel is

A channel is where people or applications talk to an agent. Identity, instructions, knowledge, and tools belong to the agent; the channel defines presentation and message delivery.

Available channels

• Web Widget: embeds chat in a website.
• Microsoft Teams: publishes the agent as an app in a Microsoft 365 tenant.
• WhatsApp Business: handles messages for a number connected to Meta Cloud API.
• Product API: integrates the agent from a server or application using credentials.

Availability depends on the organization's plan. Studio marks unavailable channels accordingly.

One agent, multiple channels

An agent can be active in several channels. Each has independent configuration and can be enabled or disabled without deleting the agent.

Test instructions, knowledge, and tools in Studio before publishing. The channel should be the final step.