Connecting agents to channels

Channels are the interfaces through which you can interact with a conversational agent, such as messaging platforms and voice assistants. Integrate your agent with these channels to access services and support directly within your preferred environments to enable seamless and scalable communication.

Each channel offers distinct capabilities like interactive messaging, live notifications, and embedded customer support, that enhance user engagement and streamline workflows.

Connecting your agent to a channel creates a direct-access point for users to perform tasks and receive assistance. If the agent is not connected to any external channel, it can still function as a collaborator agent to support other agents within the deployment.

General considerations

Before you connect a conversational agent to third-party channels, review the following key factors to help ensure a smooth and secure integration. These considerations help you determine compatibility, maintain functionality, and estimate the effort that is required to maintain the connection.

  • Platform-specific configuration: Most third-party channels such as Slack, WhatsApp, or Genesys require initial setup steps. You may need to register the bot, generate API keys or tokens, configure webhooks, and enable specific permissions. Setup the configurations within the third-party platform before you connect the agent.

  • Authentication and security: Implement secure authentication methods like OAuth, token-based access, or certificate validation. Also verify that the channel complies with your organization’s data privacy and security policies.

  • Supported features and limitations: Each channel offers different capabilities. Some support rich UI elements like buttons and cards, while others only allow plain text. Understand the limitations so you can tailor the agent’s responses and behavior 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.

Connecting agents to channels

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 applications for 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.