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Messaging channels

A channel connects a saved agent to native chats, a Slack bot, a WhatsApp number or a Google Chat app. A messaging account identifies the bot, number or app; the channel assigns it to one agent.

Before connecting a messaging app​

First verify a native reply. Then configure a messaging service in Settings → Server. Native-only setup has no messaging service; choose a local or existing service before adding Slack, WhatsApp or Google Chat.

A service running on a laptop needs a reachable public HTTPS address for callbacks. Follow the address shown by CatalEx when configuring a tunnel; the local control address is not a public callback. Keep the tunnel and messaging service running while using the channel.

Add a channel​

  1. Open the agent and choose Add channel.
  2. Choose Slack, WhatsApp or Google Chat.
  3. Select an available account, or choose Add a new Slack bot, Add a new WhatsApp number or Add a new Google Chat app.
  4. Finish that account’s setup and verify a reply in the messaging app.

You can also set up an account first in Settings → Channels. A completed account is Available until an agent uses it. An account can belong to only one agent at a time. Moving it requires confirmation and removes the other agent’s channel on that account.

Choose a guide​

  • WhatsApp: connect your Meta business or test number with your own credentials.
  • Slack: create and authorize a Slack app for your agent.
  • Google Chat: configure a Chat app and its service-account key.

Admin messaging accounts belong in Settings → Admin. They can manage and reach every agent and are separate from an agent’s channel.

Access and limits​

For a connected Slack or WhatsApp account, open Access and limits on its card. The Allowlist restricts who can message it; leave it empty to admit everyone. The Blocklist refuses specific people. Slack identities use email addresses and WhatsApp identities use phone numbers with country codes.

Configure account and agent rate limits for the intended workload. If a person cannot get a reply, check access rules as well as connection health.

Removing a channel leaves its account available for another agent and preserves conversation history. Disconnecting an account’s credentials is a separate action.