Third-Party Channels

Reach users on the messaging apps they already use

Your users already have a preferred messaging app. Third-party channel deployments let your agent meet them there, inside WhatsApp, Viber, Slack, Microsoft Teams, Facebook Messenger, Instagram, or Unity.

Each channel connects through its own set of credentials (API tokens, app IDs, secrets) that you configure once during deployment setup. After that, conversations flow through the platform just like Webchat.

Available Channels

Channel	Credentials Needed	Start Workflow	Layout Settings
Microsoft Teams	Client ID, Client Secret, Tenant ID, Service URL	❌ No	Hide Typing Indicator
Viber	Authentication Token	✅ Yes	Agent Avatar
Facebook Messenger	Page Access Token, Page ID	✅ Yes	Hide Typing Indicator
Unity	Auto-generated API Token	❌ No	None
Slack	App ID, Client ID, Client Secret, Team ID, OAuth Token	❌ No	None
Instagram	Page Access Token, Page ID	❌ No	None
WhatsApp	Access Token, Phone Number ID	❌ No	Hide Typing Indicator
Zendesk	Zendesk Base URL, 4 Sunshine fields, 2 Webhook fields	✅ Yes	Agent Name, Avatar, Hide Typing Indicator

Start Workflow indicates whether the channel supports a welcome workflow that triggers before the user sends their first message.

Creating a Third-Party Deployment

All third-party channel deployments follow the same creation flow.

1

Open the Deployments Page

Go to Designer > Deployments.

2

Select a Channel

Click the channel icon in the toolbar at the top of the deployments tab. Each channel has a distinct branded icon (e.g., for WhatsApp, for Viber).

3

Fill in General Settings

Every deployment shares fields such as the name, description and language. Only the name is required and serves as an internal identifier.

4

Enter Application Settings

Paste the channel-specific credentials (tokens, IDs, secrets) from the provider's portal.

5

Configure Layout Settings (If Available)

Some channels offer a Layout Settings tab with options like hiding the typing indicator or setting an agent avatar. Skip this step if the channel has no layout options.

6

Save the Deployment

Click Create Deployment. Your agent is now live on the selected channel.

Managing Deployments

Once created, all third-party deployments are managed from the same table at Designer > Deployments.

• Edit: Click any deployment row to reopen its configuration dialog, then click Save Changes

• Clone: Click the copy icon in the Actions column to duplicate a deployment with identical settings

• Delete: Open the deployment, scroll to the bottom of General Settings, and click Delete this Deployment

Permanent Action Deleting a deployment disconnects your agent from the channel immediately. This cannot be undone.

Best Practices

• Name deployments descriptively: Use names like WhatsApp Support - EN or Slack Sales - DE so you can identify them at a glance in the deployments table

• Match the channel to the audience: Deploy to WhatsApp or Viber for consumer-facing support, and Slack or Microsoft Teams for internal teams

• Reuse Meta credentials wisely: Keep one Facebook App with all messaging permissions rather than creating separate apps per channel

• Monitor after launch: Check Observatory after deploying to a new channel to verify conversations are flowing correctly

You now know which third-party channels are available and how to create and manage a deployment on any of them.