Channels Overview
What it is
Channels are the messaging platforms through which BotBat sends and receives messages with your contacts. Every customer interaction, whether it originates from a campaign, a chatbot, or a manual agent reply, travels through a configured channel. BotBat acts as a central hub that normalizes messages from different providers into a single format, so your team works in one unified interface regardless of where the customer is writing from.
BotBat currently supports seven channel types. Each type connects to its respective messaging platform through a webhook-based integration that enables real-time, bidirectional message delivery. The platform handles message routing, delivery tracking, and media conversion automatically once a channel is connected. The table below summarizes each supported channel and its primary use case.
| Channel | Provider / Protocol | Typical Use Case |
|---|---|---|
| WhatsApp Cloud API | Meta Cloud API | High-volume customer messaging, template-based outreach |
| WhatsApp On-Premise | Self-hosted WhatsApp Business API | Enterprises with data-residency or compliance requirements |
| Telegram Bot | Telegram Bot API (via BotFather) | Community support, interactive bot experiences |
| Facebook Messenger | Meta Graph API (Page-scoped) | Social commerce, Page-based customer service |
| SMS | Twilio, Vonage, or local gateway | Time-sensitive alerts, OTP delivery, transactional notifications |
| Webchat | Embedded JavaScript widget | Website live chat, lead capture, visitor engagement |
| SMTP (send) and IMAP (receive) | Formal correspondence, ticket-style support threads |
When to use
Reaching customers on their preferred platform. Connect the channels where your audience is most active to maximize open rates and response times. For example, WhatsApp typically delivers over 90% open rates in regions where it is the dominant messaging app, while Email may be more appropriate for B2B audiences or longer-form communication.
Multi-channel customer support. When your support team handles inquiries from more than one platform, configuring multiple channels lets agents manage all conversations in the BotBat Inbox without switching between apps. Each conversation is tagged with its source channel, so agents can see at a glance whether a message arrived via WhatsApp, Webchat, or Telegram.
Automated messaging at scale. Campaigns and workflow automations all require at least one connected channel before you can send outbound messages. If you plan to run a promotional campaign on WhatsApp and a follow-up drip sequence over Email, both channels must be connected and healthy before the campaign is scheduled.
Website live chat. The Webchat widget lets visitors start a conversation directly from any page on your site. It supports greeting messages, operating-hour schedules, and offline fallback behavior, making it suitable for both lead generation and real-time support.
Steps
- Navigate to Channels. Click "Channels" in the main navigation sidebar to view all connected and available channels.
-
Review your connected channels. The channel list displays each channel's name, type, connection status (Connected, Error, or Inactive), and the date it was last active. Use this view to monitor health at a glance and identify any channels that need attention.
-
Add a new channel. Click the "Add Channel" button at the top of the list. A dialog appears showing all supported channel types with icons and short descriptions. Select the type you want to connect.
-
Complete the setup wizard. Each channel type has a dedicated setup form that collects the required credentials and configuration. For example, WhatsApp Cloud API requires an API token, Phone Number ID, and Business Account ID; Telegram requires only a BotFather token. Individual channel setup pages provide step-by-step instructions.
-
Verify the webhook connection. After saving your configuration, BotBat generates a unique webhook URL and, for some channel types, a verification token. Copy these values and configure them in the external platform's developer settings. The channel status changes to "Connected" once the webhook handshake succeeds.
-
Send a test message. From the external platform (for example, a personal WhatsApp account or a Telegram chat), send a message to the business number or bot. Confirm that the message appears in the BotBat Inbox.
-
Configure message routing. Open the channel detail page and set routing rules that determine how incoming messages are handled. You can route messages to a specific chatbot, a team inbox, or a workflow trigger. Each channel supports independent routing configuration.
Key concepts
Understanding a few core concepts will help you work with channels effectively.
| Concept | Description |
|---|---|
| Connection | The authenticated link between BotBat and the messaging platform's API. It stores credentials and tracks status. |
| Webhook | The callback URL that the messaging platform calls when a new message or event occurs. BotBat generates a unique URL per channel. |
| Message routing | The rules that determine where an incoming message goes: to a chatbot, an agent queue, or a workflow. Routing is configured per channel. |
| Session window | Some channels (notably WhatsApp) enforce a time-limited session window (24 hours) during which free-form replies are allowed. Outside the window, only approved templates can be sent. |
Common pitfalls
Webhook URL misconfiguration. The most frequent setup issue is an incorrectly pasted webhook URL on the messaging platform side. Always use the copy button provided by BotBat rather than manually selecting the text, and verify that the full path and any query parameters are included.
Expired API tokens. Tokens for WhatsApp, Telegram, and Messenger can expire or be revoked. If a channel status changes to "Error," check the token validity first. Set calendar reminders to rotate tokens before their expiration date.
Skipping the test message. Completing the setup form does not guarantee the connection works end to end. Network issues, firewall rules, or permission gaps can prevent delivery. Always send a real test message from the external platform and confirm it arrives in the Inbox.
Routing conflicts. If multiple chatbots or workflows are assigned to the same channel without clear priority rules, incoming messages may be handled unpredictably. Ensure each channel has a single, well-defined routing path, or use conditions to separate traffic.
Start with one channel and get your workflows, chatbots, and templates working well on it before adding additional channels. Each channel has nuances in message formatting and capabilities that are easier to handle one at a time.
- Channel List
- Add Channel
- Webhook Setup
- Message Routing