Agents
Channels
Deploy one agent to your website, WhatsApp, SMS, Instagram, Messenger, Slack, Outlook, and phone from the Deploy tab.
Channels are the places customers reach your agent: your website, WhatsApp, SMS, Instagram, Messenger, Slack, Outlook, and phone. Build one agent, then turn on the channels your customers already use.
One agent, every channel
The agent keeps the same knowledge, instructions, and actions on every channel. It can use these on any channel:
- Smart Forms: Collect structured information in conversation
- Web Search: Search the web for real-time information
- Orders: Process product orders and payments
- Calendar: Book appointments and check availability
- Smart Tickets: Create support tickets for escalation
- Smart Emails: Send custom emails to customers
- Integrations: Tools like Shopify, Stripe Invoices, Google Calendar, and AviationStack
New actions and integrations work on every channel where the agent is deployed. You don't configure them per channel.
The agent adapts to each channel:
Supported channels
SMS and WhatsApp need a phone number on the agent's Call tab before you can turn them on. Instagram is in beta.
Turn on a channel
Channel setup
Website
Add your website domain to the allowed domains list before the widget will load. Use *.domain.com for all subdomains.
- Add your domains in Domain Security Settings. This is required first.
- Copy the embed code. It's only available after you add a domain.
- Add the code to your website.
- Customize the widget: colors, position, and more.
- Configure the welcome message and behavior.
- Brand the orb used for voice mode. The orb moves and responds to the sound of the voice.
See Embed for every option, or Embed quickstart for the short version.
- WhatsApp requires registration before use
- Connect your WhatsApp Business account
- Verify the phone number
- Configure messaging templates
See WhatsApp for full instructions.
SMS
SMS requires A2P 10DLC registration before use.
After registration, configure the phone number, messaging rules, and delivery settings.
Instagram and Messenger
- Connect one Meta account per Link AI account
- Connect your Facebook Page
- Link your Facebook Page with your Instagram account
- Configure messaging settings
You connect one Meta account per Link AI account. The Facebook Page must be linked to the Instagram account for the agent to be available on both Instagram and Messenger.
See Meta for full instructions.
Voice
Voice Mode must be on in the Call tab before any voice interaction reaches your agent, web voice or phone. When Voice Mode is off, no calls or voice interactions are processed.
Voice has two modes: web voice and phone.
Turn on Voice Mode
Web voice: Voice settings on the Call tab apply to web voice. Customers can use voice in the web widget.
Phone: Purchase a phone number (one-time purchase), then assign it to the agent on the Call tab. Place a test call to confirm the setup. The agent answers with the configured call settings.
See Phone Numbers & Calls for full instructions.
Slack
Slack is connected from Integrations, not the Deploy tab.
Only one agent, Ally or a custom agent, answers per Slack connection. To switch, change the assignment in the Slack tile. The previous choice clears automatically. See Slack.
Outlook
Connecting Outlook only unlocks the channel for the workspace. The agent doesn't reply until Outlook is on in Deploy.
See Outlook for full instructions.
Human takeover
A person can take over any Inbox conversation. The agent pauses on that conversation so you can reply yourself, across chat, WhatsApp, Instagram, Messenger, SMS, Outlook, and calls.
Takeover is per conversation. Other threads keep using the agent.
One inbox for every channel
Every conversation, on every channel, lands in Inbox. Filter by channel to see where customers reach you most.
When customers switch channels, the agent keeps context from earlier conversations.
Best practices
- Turn on channels your customers use. Start with your busiest channels and expand later. Don't turn on channels you can't support.
- Set up each channel fully. Follow each channel's setup steps. A half-configured channel gives customers a poor experience.
- Test on every channel. Confirm answers and actions work the same way on each one.
- Watch channel performance. Use Analytics to see which channels get the most use.
- Play to each channel's strengths. Use rich content in chat, such as buttons, cards, and images. Keep voice replies short and conversational. Use channel features such as WhatsApp templates.
Troubleshooting
A channel isn't working
- Confirm the channel is on in the agent's Deploy tab.
- Check that the channel's setup is complete.
- Check the connection status for integrated channels.
- Check error logs for specific issues.
The agent behaves differently across channels
- Remember the agent adapts its style per channel, such as shorter replies on voice.
- Check that channel-specific settings don't conflict.
- Ask the same question on each channel and compare.
- Review the Instructions for channel-specific rules.
An integration isn't connecting
- Confirm the connection credentials are correct.
- Check that the integration shows as connected.
- Review the provider's documentation.
- Test the integration on its own.