Channels

Users can use your chat bot via a channel. The channel you choose for your bot depends on where its users will most likely look for help or hang out.

For example, if you are building an internal HR bot, we think it's best to put it on the company HR portal using a web widget, or perhaps on Facebook Workplace. However, if you're building a bot that targets a young(er) demographic, Facebook Messenger might be a better channel.

Publishing your bot on a channel is quite easy if you follow our channel guides:

Multi-channel

If you want your users to follow a different flow based on the channel they are using, you can use our multi-channel functionality. To do this, add a Go To to the point in your flow where you wish to diverge, based on the channel.

Within this 'Go To', guide the user based on the botType variable, which contains the channel variable. For example:

The values for botType correspond to the channel names:

  • Facebook Messenger: facebook

  • Google Home: google

  • Chat widget: web

  • Facebook Workplace: facebookWorkplace

  • Phone: voice

  • All channels managed through the Sinch Conversation API: sinchConversationAPI

Channel comparison

The table below gives an overview of which features are available in which channels. If a feature is not listed below, it's available for all channels.

Chat Widget

Facebook Messenger

Facebook Workplace

WhatsApp

Webhook API

Zendesk

Text messages

Buttons

Quick replies

Carousel

List

Media

File upload

Rich text

Branding customization

(✅)

(✅)

(✅)

iframe

Webview

(✅)