Integrations

Slack Integration

1. Enable Slack in the Integrations tab.
2. Enter your Slack bot token and channel ID.
3. When the AI cannot answer or detects a handoff trigger, it sends the conversation to Slack.
4. Human agents can respond directly in Slack; the customer receives the answer in the chat widget.

Telegram Integration

1. Enable Telegram in the Integrations tab.
2. Enter your Telegram bot token and chat ID.
3. Similar to Slack, the AI escalates to Telegram for human handoff.
4. Human agents reply in Telegram; the customer receives the answer in the chat widget.

How Handoff Works

• The AI detects when a query needs human attention (e.g., low confidence, discount/bulk requests, explicit human request).
• The conversation is sent to the configured Slack/Telegram channel with context.
• Human agents can respond, dismiss, or take over the conversation.
• The customer is notified and receives the human agent's reply in the chat.