Connecting agents to channels

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You can connect your agent to channels such as Facebook, Slack, and WhatsApp so users can interact through familiar messaging platforms and voice assistants. When connected, your agent gains access to channel‑specific details like phone numbers and team IDs. These values help your agent personalize responses, identify message sources, and apply instructions with accurate context.

How channel context works

To use channel context, you must enable context access and add channel as a default context variable. The channel object begins empty and updates automatically as users interact. Channel integrations send context to the runs API, including a unique customer ID, the channel type, and channel‑specific attributes. Your agent can reference these values directly in its instructions to deliver accurate, context‑aware interactions. For more information, see Providing access to context variables.

How agents behave without external channels

If you choose not to connect your agent to any external channel, it can still operate as a collaborator agent. In this role, it supports other agents in your deployment by coordinating tasks and assisting behind the scenes.

General considerations

Before you connect your agent to third‑party channels, review the following factors to ensure a smooth and secure integration:

Platform configuration: Many platforms require setup tasks such as registering the bot, generating API keys, configuring webhooks, and enabling permissions. Complete these steps in the third‑party platform before you connect the agent.

Authentication and security: Use secure authentication methods such as OAuth, tokens, or certificate validation. Confirm that each channel aligns with your organization’s security and privacy policies.

Supported features: Each channel offers different capabilities. Some support rich UI elements, while others allow only plain text. Understand these differences so you can tailor your agent’s responses effectively.

Accessing channels

To connect a channel, you need to access the agent configuration page. You can do this by either creating a new agent or editing an existing one:

  1. From the main menu, select Chat.

  2. Click Manage agents to view all available agents.

  3. Choose how you want to proceed:

    • Edit an existing agent:

      • Use the search bar to find your agent by name.

      • Or browse the catalog by clicking Discover.

    • Create a new agent:

      • Click Create agent and follow the setup steps. See Creating agents for more details.

  4. Click the agent tile to open the agent configuration page.

  5. Go to the Channels section and connect your agent to the communication channels your team uses.

Channel context data

Different channels send unique context values to the Runs API to ensure that the agent can interpret where a request originated and tailor its behavior. For more information, see Channel context data.

Channel integrations

Connect your agent to the communication channels that your team uses. By integrating with platforms like Slack, Microsoft Teams, or WhatsApp, you allow your team to interact with the agent directly in their preferred tools. Currently, watsonx Orchestrate supports integration with the following platforms:

Home page or the Orchestrate Chat page: Make your agent instantly accessible by displaying it on the Orchestrate Chat page. This improves visibility and enables users to start conversations without extra steps. For more details, see Connecting agents to Orchestrate Chat.

Embedded agent: Embed agents into your web applications by using the Embedded Chat feature to deliver secure, real-time, and customizable conversational experiences. See Embedding agents in applicationsfor more details.

Teams: Integrate your agent with Microsoft Teams to provide support, notifications, and task automation directly within your organization’s collaboration environment. Learn how to connect to Microsoft Teams.

WhatsApp through Twilio: Connect your agent to WhatsApp by using Twilio to enable real-time communication, automated responses, and customer engagement. Learn how to connect to WhatsApp.

Facebook messenger: Integrate your agent with Facebook Messenger to connect directly with customers by using one of the most widely used messaging platforms in the world. Learn how to connect to Facebook Messenger.

Genesys Bot Connector: Connect your agent to the Genesys Bot Connector to enable rich, interactive conversations with users using features like quick replies and cards, enhancing the overall user experience. Learn how to connect to Genesys Bot Connector.

Slack: Connect your agent to Slack to deliver interactive conversations within a collaborative workspace. Use rich messaging features like buttons, modals, and structured formatting to streamline workflows, automate tasks, and enhance user engagement. Learn how to connect to Slack.

Phone with Genesys Audio Connector: Connect your agent to the phone with Genesys Audio Connector to make your team interact with agents by voice. In Channels, you can select an environment and configure the phone to connect the agents. Learn how to connect to Phone with Genesys Audio Connector.

SMS: Connect your agent with SMS by using Twilio to enable a scalable communication tool to send short messages for customer engagement, internal coordination, and workflow automation. With support for both SMS and MMS, agents can deliver rich content and collaborate across systems, enhancing customer experience and operational efficiency. Learn how to connect to SMS.

Phone with SIP trunk: Connect your agent to phone with SIP trunk to get a scalable and cost-effective solution for voice communication. Learn how to connect to Phone with SIP trunk. These integrations allow your agent to interact with users directly through familiar platforms, enhancing accessibility and user experience.