Supported Channels
Channels are the pathways customers use to reach your Flametree agents. This page is the catalog of what you can connect — for the connection workflows, see Channels.
All channels except the web widget are created as reusable connections in Settings > Channels (the screen is titled Communication Channels) and then attached to an agent on the agent's page.
Channel catalog
| Channel | Type | Notes |
|---|---|---|
| Web Widget | Web chat | Configured on the agent's page, not in Settings > Channels. Embed the generated code into your website; there are no external credentials to manage. |
| Messaging | Official Meta WhatsApp Business API. Supports multiple phone numbers. | |
| Telegram | Messaging | Bot created with @BotFather. |
| Email (IMAP/SMTP) | Standard mail servers. Supports multiple accounts. | |
| Messaging | Meta business account. | |
| Messaging | Meta business account. | |
| Bird | Third-party | Messaging aggregator. |
| Infobip | Third-party | SMS and messaging aggregator. |
| Intercom | Third-party | Messaging platform connector. |
| SIP | Voice | Inbound and outbound calls through your own SIP trunk. |
| Twilio | Voice | Inbound and outbound calls through Twilio. |
Whatever the channel, every conversation appears on the Sessions screen with a channel icon and reads the same way as any other session. SIP voice sessions can also carry the call recording, available from the session view.
The web widget is listed here so the catalog is complete, but it is not created in Settings > Channels — you switch it on, set its appearance, and copy the embed code on the agent's page. See Web Widget.
Deprecated connections
The Settings > Channels list keeps connections created with the older integration mechanism in a separate Deprecated Channels group, and their names carry a DEPRECATED suffix. To replace one, create a new connection of the same channel type and attach it to the agent in place of the old one.
Connection statuses
Channel connections in Settings > Channels show a colored status dot. The colors match the agent statuses. The exception is the voice connections — SIP and Twilio have no lifecycle of their own; they start and stop with the agent they are attached to.
| Status | Color | Meaning |
|---|---|---|
| RUNNING | Green | The connection is active and processing messages. |
| STOPPED | Blue | The connection is configured but not running. |
| STARTING / STOPPING | Purple | A transition is in progress; wait for it to finish. |
| ERROR | Red | The connection failed. Hover over the dot for the message and check Logs. |
Inbound traffic: one agent per connection
A channel connection can be attached to agents as needed, but only one agent should handle inbound traffic for the same external bot or number — otherwise several agents would try to answer the same customer message. This applies to Telegram, WhatsApp, Email (IMAP/SMTP), SIP, Twilio, Facebook, Intercom, and Bird connections. To run several inbound agents on the same channel type, create a separate connection for each — for example, another bot or another phone number.
Related pages
- Channels — create, manage, and attach connections
- Web Widget — embed the chat widget on your website
- WhatsApp — connect the WhatsApp Business API
- Telegram — connect a Telegram bot
- Sessions — every conversation, whatever its channel
- Agent Statuses — the same status colors, on agents