Channels

Connect your AI agents to Slack, Teams, WhatsApp, and more

Supported Channels

InnFuse supports multiple communication channels. Each channel can be connected to one or more agents.

Channel	Type	Setup	Features
Sidebar Chat	Embedded	Enable in dashboard, embed script tag	Embedded panel, persistent context, internal use
Chat Widget	Web	Add embed code to your website	Customizable UI, visitor tracking, file uploads
WhatsApp	Messaging	Connect WhatsApp Business API, verify number	Business messaging, media support, template messages
Slack	Messaging	Install Slack App, configure event subscriptions	Threaded replies, channel routing, slash commands
Microsoft Teams	Messaging	Register Azure Bot, install Teams app	Channel messages, direct messages, adaptive cards
API	REST API	Generate API key, implement REST calls	Full control, custom UI, programmatic access

Channel Routing

Channel routing determines which agent handles incoming messages. InnFuse evaluates routing rules in order of priority.

When a message arrives, the routing engine checks each rule until a match is found. If no rules match, the channel's default agent handles the message.

Check channel-specific routing rules (e.g., Slack channel, Teams team).
Evaluate keyword and intent-based routing rules.
Check user or contact-based routing assignments.
Fall back to the channel's default agent.

Tip Start with a single default agent and add routing rules as your needs grow. Over-engineering routing from the start often leads to confusion.

Enabling & Disabling Channels

Channels can be enabled or disabled at any time without losing configuration or conversation history.

Disabling a channel pauses all agent activity on that channel. Messages received while disabled are queued and processed when the channel is re-enabled.

Enabled Agents actively respond to messages on this channel.
Disabled Agents will not respond to messages on this channel. Existing conversations remain accessible.

Warning Disabling a channel does not revoke API access. External services may still send messages to the webhook endpoint. Remove the integration in the external service to fully disconnect.

Default Agent Assignment

Each channel needs a default agent that handles incoming messages when no routing rules match.

Go to Settings > Channels and select the channel you want to configure.
Choose a default agent from the dropdown list.
Optionally configure routing rules to direct specific types of messages to specialized agents.

Channel Configuration

Each channel requires specific setup steps. Follow the guides below for your chosen channels.

Slack Configuration

Create a Slack App at api.slack.com and configure the required OAuth scopes.
Enable Event Subscriptions and point the request URL to your InnFuse webhook endpoint.
Install the app to your Slack workspace and copy the Bot Token.
Enter the Bot Token and Signing Secret in InnFuse under Settings > Channels > Slack.

Microsoft Teams Configuration

Register an Azure Bot in the Azure Portal and note the App ID and Password.
Configure the messaging endpoint to point to your InnFuse webhook URL.
Install the bot as a Teams app and configure channel permissions.

WhatsApp Configuration

Set up a WhatsApp Business Account and apply for API access through Meta.
Configure the webhook URL in the WhatsApp Business API settings.
Verify your phone number and set up message templates for outbound messages.
Enter your API credentials in InnFuse under Settings > Channels > WhatsApp.

Tip if_docs.channels.config_tip