Channels

An assistant is channel-independent — the same knowledge, tools and prompt answer on every surface. A channel is how a conversation reaches it, and each one has its own provisioning, its own limits and its own events.

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What differs between them

The 24-hour window is the difference that shapes a product. On the website a merchant can always reply; on WhatsApp they can reply freely only within a day of the customer writing, and must use an approved template outside it. An inbox that does not show which state a thread is in will let somebody write a reply that cannot be sent.

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Conversations are the same shape everywhere

Whatever the channel, a conversation carries the same fields and the same role values, and reaches you through the same webhook endpoint. conversation.channel says which surface it arrived on, and the channel block on a message carries whatever is specific to it — a wamid and delivery status for WhatsApp, nothing for the widget. That is deliberate: an inbox should be written once.

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Choosing one

Most resellers start with the website widget, because it is one call and the merchant already owns the surface. WhatsApp is where the conversations actually are for most small businesses, and it is worth the extra browser step in onboarding. Voice is a conversation you should have with us before you sell it — not because it does not work, but because a number takes days to procure and a merchant told “next week” will remember.