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Customers reach you on voice, WhatsApp, the web widget, Instagram DM, Facebook Messenger, or email. All six reach the same agent, the same knowledge and the same inbox.

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Customer channels

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Team channels

Your staff do not have to use the dashboard. See Team assistants.

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What is the same everywhere

  • The agent. Same routing, same sub-agents, same knowledge, same guardrails.
  • The memory. One persistent state per customer, shared by every channel. A fact learned on a phone call is available on WhatsApp, and a commitment made over email is known on the next call. See Memory and state.
  • The customer. One person messaging you on two channels is one customer, not two tickets.
  • The inbox. One queue, filterable by channel.
  • Your rules. Hours, forbidden phrases, handoff triggers and tool permissions apply everywhere.
Channels are transports. None of them holds the agent, and none of them holds the memory. Adding a channel does not create a second brain to configure or a second history to reconcile.

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What differs by channel

Tool surface. Not every tool makes sense everywhere. A voice call can transfer to a human mid-call; an Instagram DM cannot. Channels with a narrower surface are told so in their prompt rather than being allowed to offer something they cannot do. Messaging windows. WhatsApp, Instagram and Messenger all enforce a 24-hour window after the customer’s last message. Inside it you can send freely. Outside it, WhatsApp requires a template Meta has approved, and the Meta DM channels cannot re-open the conversation at all. This is Meta policy, not a Vorel limit. Formatting. Voice replies are written to be spoken, so no bullet lists, no URLs read aloud character by character, and numbers phrased the way a person would say them. Identity. Voice and WhatsApp identify a customer by phone number. Instagram and Messenger use an opaque per-app id that Meta issues, which cannot be matched to a phone number. Email uses the address. Web chat visitors are anonymous until they give you something.

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Turning a channel on

Channels are connected under Settings, then Channels. Each row shows its connection state and what is still required. Some channels need approval from Meta before they can send, and the console tells you which step you are waiting on rather than failing silently.

Set up a channel

Start with WhatsApp, the most involved of the messaging channels.