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Agent Channels

Once your agent is configured, you need to enable it on one or more messaging channels. This allows customers to interact with your agent through their preferred platform.

Available Channels​

PropPilot supports four communication channels:

ChannelDescriptionRequirements
Web WidgetChat bubble on your websiteWebsite access
WhatsAppWhatsApp Business Cloud APIMeta Business Account
TelegramTelegram BotTelegram Bot Token
APIDirect API integrationDeveloper resources

Enabling Channels​

Prerequisites​

Before enabling channels:

  1. Connect Chatwoot - Channels are managed through Chatwoot integration
  2. Register the Bot - Your agent needs a registered bot in Chatwoot

See Chatwoot Setup for initial configuration.

Step-by-Step​

  1. Go to Agents → Select your agent → Channels tab
  2. You'll see all available channels with their current status
  3. Click the toggle to enable/disable the agent on each channel

Channel Status​

Each channel shows its current state:

StatusMeaning
ConnectedChannel is active and ready
Bot EnabledAgent is responding on this channel
Bot DisabledChannel connected but agent not responding
ErrorConfiguration issue - check logs
Not ConfiguredChannel not yet set up

Managing Bot Status​

Enabling the Bot​

When you enable the bot on a channel:

  1. The agent starts responding to new messages
  2. Existing conversations are not affected
  3. A toast confirms the action

Disabling the Bot​

When you disable the bot:

  1. The agent stops responding immediately
  2. New messages wait for human response
  3. Useful for maintenance or testing
Human Takeover

Disable the bot temporarily when you need a human agent to handle specific conversations without AI interference.

Viewing Activity​

The Recent Activity section shows:

  • Bot enable/disable actions
  • Channel connection events
  • Error logs
  • Message processing status

Click View All to see the complete activity history.

Channel-Specific Notes​

Web Widget​

  • Requires adding a code snippet to your website
  • Only works on authorized domains
  • See Web Widget Setup for details

WhatsApp​

  • Requires WhatsApp Business Cloud API credentials
  • Subject to WhatsApp's messaging policies
  • See WhatsApp Setup for details

Telegram​

  • Requires a Telegram Bot Token from BotFather
  • No additional costs from Telegram
  • See Telegram Setup for details

API Channel​

  • For custom integrations and developers
  • Requires technical implementation
  • Contact support for API documentation

Troubleshooting​

Bot Not Responding​

If your bot isn't responding:

  1. Check the agent is in Active status
  2. Verify the bot is Enabled on the channel
  3. Check the channel is Connected (not in error state)
  4. Review recent activity for error messages

Messages Not Appearing​

If messages don't show in your inbox:

  1. Verify channel connection in Integrations
  2. Check webhook configuration
  3. Review Chatwoot logs

Error Status​

If a channel shows Error:

  1. Go to Integrations → Chatwoot
  2. Check the channel status and logs
  3. Use the Retry action if available
  4. Reconfigure credentials if needed

Best Practices​

Testing New Channels​

  1. Enable on one channel first
  2. Test thoroughly with sample conversations
  3. Monitor the first few real conversations
  4. Enable additional channels once confident

Multi-Channel Strategy​

  • Use Web Widget for website visitors
  • Use WhatsApp for mobile-first customers
  • Use Telegram for tech-savvy audiences
  • Conversations sync across all channels in your Inbox

What's Next?​

Set up your messaging channels: