Connection Channels
A smart agent isn't very useful if it has no way to talk to your customers. The Channels section is the bridge that connects the "brain" you just configured with the real world.
Platica's big advantage is centralization: you can connect a single agent to multiple channels at the same time. The agent will keep its personality and knowledge whether it's answering a chat on your website or a WhatsApp message.
Available Channels
Connect your official phone line to automate support on the world's most-used messaging app.
- Functionality: Supports text, voice notes (the AI listens and transcribes them), images, and documents.
- Requirement: You need a phone number ready to link (connection is done through the official WhatsApp API integration).
Social Media
Link your Meta professional accounts.
- Ideal for: Automatically replying to Stories, comments, or DMs from customers interested in your visual products.
Manage inquiries and conversations through email.
- Functionality: The agent can read and reply to emails automatically.
- Requirement: Contact support to enable this channel.
Web Chat
Create a chat widget to install on your website.
- Ideal for: Capturing leads on Landing Pages, supporting your e-commerce, or answering questions on your corporate site.
- Installation: When you set it up, Platica will give you a small code snippet (script) that you need to copy and paste into the
<body>of your website. - Requirement: Contact support to enable this channel.
SMS
Send and receive traditional text messages.
- Functionality: Great for quick notifications and confirmations.
- Requirement: Contact support to enable this channel.
Telegram
Connect your Telegram bot to support users on this platform.
- Functionality: Instant communication with Telegram users.
- Requirement: Contact support to enable this channel.
Channel Access: To access Email, Web Chat, SMS, or Telegram, you first need to contact support to enable these channels on your account.
How to connect a channel
The process is designed to be quick and easy. Follow these general steps:
Select the Channel
Inside the Agent module, go to the Channels tab. You'll see cards with the icons of the available platforms. Click "Connect" on the one you want.
Connection
Follow the instructions to link your account based on the channel you selected.
Status Check
Once connected, make sure the channel's switch is set to "On."
Note: You can turn a channel off temporarily without disconnecting it (useful for maintenance).
Multichannel Strategy: You can connect several channels to a single agent. For example, WhatsApp for instant attention and Web Chat to capture leads on your website.