How integrations work

Integrations put your experts to work outside the Chat page. A customer can ask a question on your website, in WhatsApp or in Telegram and get an answer from the same expert, using the same documents. Integrations are part of the Professional plan.

Three kinds of integration

Every integration belongs to one of three groups, and the group tells you how it is set up.

The difference matters when you plan. Connecting Telegram to your Sales expert does nothing for your HR expert. Connecting SharePoint once makes those documents available to all of them.

Where to find them

Open Integrations under CONNECT in the sidebar. The group opens to All, followed by one row for each integration. A row that is dimmed cannot be opened. Point at it and a note tells you why: either your plan does not include it, or it is coming soon.

All is the directory. On the left is a search box and a Groups list (All, Channels, Knowledge base and Developer, each with a count). Choosing a group, or typing in Search integrations, narrows the cards on the right. Search looks at the name and the short description, so typing "chat bubble" finds the website widget.

Each card shows its status along the bottom:

• A channel card says how many experts are connected, for example 2 experts, or Not connected.
• SharePoint says Connected or Not connected.
• The REST API says how many keys exist, or No keys yet.
• A card that is not ready yet says Coming soon. It is dimmed and you cannot open it.

Click a card to open that integration. If you have no experts yet, the Channels group asks you to create one first.

What is available

The directory can also show File share and Database cards, but only for workspaces whose plan includes them. See File share and Databases.

How a channel page works

The channel pages all follow one layout, so once you have set up one you know the rest.

• The integration name sits in the middle at the top. A Full guide button at the top right opens the guide for that integration.
• On the left is the Experts list. Pick the expert you are connecting. A green dot beside a name means the channel is already live for that expert. The page opens on an expert that is already connected, or on the first one in the list.
• On the right is a panel of rows. Each row has its label on the left and the field on the right. The grey examples inside the fields start with "Eg." and show the shape of what to enter.
• The Model for this channel row comes just before the button that connects. Skip it unless you want a different model here.
• Once connected, the same page lets you replace the credentials or disconnect. Disconnecting stops the expert answering on that channel. It does not delete the expert or its documents. The website widget has Remove widget instead.

Choosing a model for one channel

By default a channel uses the model set on the expert. The Model for this channel row lets you give one channel a different model. You might run the website widget on a quicker model than the one your staff use in Chat.

• The first choice, Use expert's model (default), means no override. Pick it again to undo an override.
• The other choices are grouped by provider, and only models your plan and your account allow are listed.
• It saves the moment you choose. You do not need to press Connect or Save.
• If a model you picked stops being available on your plan, the channel falls back to the default model.

The override works on every channel. To see which models exist and what they cost your plan, read AI models.

Which plan includes what

Integrations need the Professional plan. That covers the channels, SharePoint, Google Drive when it opens, and the REST API. Business has no integrations. On Business the sidebar shows Integrations as one dimmed row, and its note says to upgrade to Professional. If someone opens an integration page directly, the page explains that integrations are a Professional feature and offers an Upgrade plan button.

Some people on a Professional workspace can see Integrations and some cannot, because access also depends on the person's account type. See Account types. Plan details are on Plans.

Where channel conversations show up

Conversations from every channel are saved. Open History under ACTIVITY and look at the Source column. Each row carries one of these labels: Chat app, Website widget, WhatsApp, Telegram, Microsoft Teams, Discord or REST API, so you can tell where a customer asked from. Each person on Telegram, WhatsApp or Discord has their own conversation. On the website widget, a conversation belongs to the visitor's browser tab. The name and email they typed, if the widget asks for them, are kept for that tab only, so the same person opening a new tab starts a new conversation.

Channel traffic also counts toward your plan usage, and Usage lists it by channel. History keeps conversations for 365 days on Professional. See History and Usage.

If Handoff is on for an expert, a customer on a channel can be passed to a person, and the person's replies go back out through the same channel. See Handing a chat to a person.