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Integration Channels

Channels are how your customers interact with your AI. botBrains connects to multiple platforms - from website widgets to enterprise support systems - giving you flexibility to meet customers where they already are. Each channel connects to your deployment, ensuring consistent AI behavior across all touchpoints.

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Why Multi-Channel Matters

Deploying across multiple channels enables:
  • Customer Convenience - Let users choose their preferred platform
  • Unified Experience - Same AI knowledge and behavior everywhere
  • Increased Coverage - Capture more inquiries across platforms
  • Reduced Agent Load - Automate across all support channels simultaneously
  • Better Insights - Compare channel performance and user preferences
All channels connect to the same deployment. Update your AI once, and changes apply everywhere - no need to reconfigure each channel separately.

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Available Channels

Connect your AI agent to the platforms where your customers and team members already are. Each integration provides detailed setup instructions and configuration options.

Website Integration

Add a chat widget to your website with customizable styling. Multiple modes available: launcher, inline, or iframe.

Zendesk Integration

Automate ticket responses, predict fields, and enable private mode for agent review. Import historical tickets for training.

Salesforce Integration

Handle cases in Salesforce Service Cloud with AI assistance. Supports private mode, read-only mode, and field prediction.

Slack Integration

Bring AI support directly into your team’s Slack workspace. Responds to DMs and channel mentions. (Beta)
Coming Soon: WhatsApp Business and Native Mobile SDKs are under development. Contact support@botbrains.io to express interest or discuss requirements.

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How Channels Connect to Deployments

Understanding the relationship between channels and deployments helps you manage updates effectively.

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Architecture Overview

Your Configuration
    ├─ Profile (Guidance, Tools, Settings)
    ├─ Knowledge (Data Providers, Snippets)
    └─ Build → Deployment Version #5

Production Alias → Points to Version #5

Channels (All use Production Alias):
    ├─ Website Widget
    ├─ Zendesk Integration
    ├─ Salesforce Integration
    └─ Slack Bot

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Key Concepts

Deployment Versions - Immutable snapshots of your AI configuration (profile + knowledge). Built when you make changes. Production Alias - A pointer to a specific deployment version. Represents “currently active” configuration. Channels - Connect to the Production Alias, not directly to versions. When you update the alias, all channels switch to the new version automatically. Benefit: Update your AI once and all channels get the new version simultaneously. No need to reconfigure each integration.
Learn more about managing versions and deployments in the Deployments Guide.

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Channel Configuration Workflow

Setting up and managing channels follows a consistent pattern across platforms.

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Initial Setup

  1. Configure Your AI - Set up profile and knowledge first
  2. Build Deployment - Create initial version in Behavior section
  3. Navigate to Channels - Find channel configuration in sidebar
  4. Select Integration Type - Choose platform (Web, Zendesk, Salesforce, Slack)
  5. Provide Credentials - Enter API tokens, OAuth, or connection details
  6. Test Integration - Verify connection and functionality
  7. Deploy to Production - Enable for customer use

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Managing Active Channels

Once configured, manage all channels from the Channels page: View All Channels - See which integrations are active and their status Update Configuration - Modify settings without disrupting service Monitor Performance - Check which channels are most active Disable/Enable - Temporarily pause or resume channels Delete Integrations - Remove channels no longer needed

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Multi-Channel Strategy

Start Small: Begin with one channel (usually website widget) to validate AI behavior. Expand Gradually: Add channels as confidence grows. Test each integration before full rollout. Monitor Differences: Compare performance across channels to identify platform-specific patterns. Optimize Per Channel: Some channels may need different escalation rules or user identification approaches.

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Choosing the Right Channels

Select channels based on where your customers are and what workflows you want to automate.

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Customer-Facing Support

Primary: Website Widget (Launcher mode)
  • Most direct path to customers
  • No platform dependencies
  • Works for all users
Secondary: Platform Integrations (Zendesk, Salesforce)
  • For existing support workflows
  • Automates agent work
  • Requires platform subscription
Consideration: Where do most customer inquiries originate?

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Internal Team Support

Primary: Slack Integration
  • Meets employees where they work
  • No context switching needed
  • Easy adoption
Alternative: Website Widget (Inline on intranet)
  • For companies not using Slack
  • Embedded in internal portals
  • Browser-based access
Consideration: What platform does your team use daily?

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Enterprise Requirements

Multi-Channel Required: Large organizations often need:
  • Website widget for web visitors
  • Zendesk/Salesforce for formal support cases
  • Slack for internal questions
  • WhatsApp for mobile/global customers
Consideration: Map channels to customer journey touchpoints.

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Channel Configuration

Each channel has unique setup requirements and configuration options. Refer to the integration-specific guides for detailed instructions:
  • Website Integration: Embed codes, launcher vs inline modes, appearance customization, Web SDK features
  • Zendesk Integration: API tokens, webhook setup, field predictor configuration, operating modes
  • Salesforce Integration: Connected App setup, OAuth credentials, case field configuration, queue management
  • Slack Integration: OAuth installation, bot icon customization, workspace permissions

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User Identification Across Channels

Different channels provide different user context to your AI.

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Automatic Identification

Zendesk & Salesforce:
  • User email from ticket/case
  • Customer history from CRM
  • Previous conversations linked automatically
Slack:
  • Slack user ID
  • Display name
  • Workspace membership
Web Widget:
  • Anonymous by default
  • Can identify via SDK methods
  • Session-based continuity

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Configuring User Context

For Authenticated Users (Web SDK): 
window.$botbrains.push(['identify', {
  email: 'customer@example.com',
  name: 'Jane Smith',
  userId: 'user_12345',
  properties: {
    plan: 'enterprise',
    signupDate: '2024-01-15'
  }
}]);
For Platform Integrations: User context is automatically captured from the platform (Zendesk tickets, Salesforce cases, Slack profiles). Why It Matters:
  • Personalized responses
  • Conversation continuity
  • Better analytics
  • Audience targeting

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Testing Integrations

Before deploying to customers, thoroughly test each channel.

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Testing Checklist

Functionality Tests:
  • AI responds to questions
  • Responses are accurate and relevant
  • Knowledge sources are accessible
  • Tools (if enabled) work correctly
  • Escalation triggers when expected
Channel-Specific Tests:
  • Web Widget: Appearance, positioning, mobile responsiveness
  • Zendesk: Ticket creation, field updates, status changes
  • Salesforce: Case responses, field population, queue handling
  • Slack: DM responses, channel mentions, thread handling
Performance Tests:
  • Response time is acceptable
  • No timeouts or errors
  • Handles multiple simultaneous conversations
Security Tests:
  • User data is handled appropriately
  • API credentials are valid
  • Webhooks are secure
  • Escalation paths work

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Testing Strategies

Start in Private/Read-Only Mode:
  • Zendesk: Enable Private Mode
  • Salesforce: Enable Read-Only or Private Mode
  • Test without customer impact
Use Staging Environments:
  • Test in Salesforce sandbox
  • Set up test Slack workspace
  • Create staging website for widget testing
Gradual Rollout:
  1. Test with internal team first
  2. Enable for limited customer segment
  3. Monitor closely
  4. Expand to full customer base

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Troubleshooting Common Issues

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Channel Not Responding

Symptoms: Channel shows as connected but AI doesn’t respond Check:
  1. Deployment is active (Production Alias points to valid version)
  2. Channel configuration is complete
  3. API credentials are valid
  4. Webhooks are properly configured
  5. Channel is actually enabled/active
Solution:
  • Rebuild deployment if knowledge is stale
  • Verify credentials in channel settings
  • Check webhook logs in platform (Zendesk/Salesforce)
  • Disable and re-enable channel

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Inconsistent Responses Across Channels

Symptoms: Different answers on different platforms Possible Causes:
  • Channels using different deployment versions
  • User context differs between platforms
  • Platform-specific audience rules
Solution:
  • Verify all channels connect to same Production Alias
  • Check audience configuration
  • Review conversation logs to identify differences

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Authentication Failures

Symptoms: “Invalid credentials” or “Unauthorized” errors For Zendesk:
  • Regenerate API token
  • Verify agent email is correct
  • Check Zendesk subdomain matches
For Salesforce:
  • Verify Connected App credentials
  • Check instance URL (production vs sandbox)
  • Confirm OAuth flow completed
For Slack:
  • Reinstall bot via OAuth
  • Check workspace permissions
  • Verify app is approved in workspace settings

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Webhook Issues

Symptoms: Platform shows events but botBrains doesn’t receive them For Zendesk:
  1. Check webhook ID is present in integration
  2. Verify webhook exists in Zendesk admin
  3. Click “Rotate Secret” to regenerate
  4. Ensure Zendesk trigger is active
For Salesforce: (Webhooks configured differently - contact support if issues persist)

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Best Practices

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Channel Management

Start Simple: Deploy to one channel first, validate behavior, then expand to additional platforms.
Monitor Separately: Track metrics for each channel to understand platform-specific patterns and optimize accordingly.
Consistent Naming: Use clear, descriptive names for integrations (e.g., “Production Website”, “Main Support Zendesk”).

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Security and Access

Protect Credentials: Store API tokens and secrets securely. Never commit them to source control or share publicly.
Least Privilege: Give integrations only the permissions they need. Use read-only mode for testing.
Regular Rotation: Periodically rotate API tokens and webhook secrets, especially if team members leave.

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Performance Optimization

Build Strategically: Don’t rebuild after every tiny change. Batch updates to reduce deployment frequency.
Private Mode First: Test major changes in private/read-only mode before enabling public responses.
Monitor After Updates: Watch conversations closely for 24-48 hours after deploying new versions.

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User Experience

Set Expectations: Clearly communicate that users are interacting with AI. Use appropriate bot names and avatars.
Provide Escalation Path: Always offer a way for users to reach human support when AI can’t help.
Avoid Channel Conflicts: Don’t run multiple AI bots on the same platform simultaneously - it confuses users.

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Advanced: Multiple Environments

Large teams often need separate testing and production environments.

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Staging/Production Strategy

Staging Project:
  • Separate botBrains project
  • Copy of production configuration
  • Connected to test channels only
  • Safe for experimentation
Production Project:
  • Live customer interactions
  • Only deploy tested changes
  • Multiple channels active
  • Monitored closely
Workflow:
  1. Make changes in staging
  2. Test thoroughly across channels
  3. Replicate to production
  4. Build and deploy in production
  5. Monitor impact

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Per-Channel Aliases (Advanced)

Instead of one Production Alias for all channels: Create Multiple Aliases:
  • “Production-Web” for website widget
  • “Production-Slack” for internal bot
  • “Production-Support” for Zendesk/Salesforce
Benefits:
  • Test updates on one channel before others
  • Different versions per channel
  • Gradual rollout capability
Drawbacks:
  • More complex management
  • Risk of configuration drift
  • Need to track multiple versions
Use When: You have distinct user populations with different needs per channel.

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Next Steps

Now that you understand channels:

Website Integration

Set up your website chat widget with detailed configuration options

Zendesk Integration

Automate ticket responses and field prediction in Zendesk

Salesforce Integration

Enable AI-powered case management in Salesforce Service Cloud

Slack Integration

Bring AI assistance into your team’s Slack workspace

Customize Widget

Configure appearance and branding for your website chat widget

Monitor Performance

Track how your AI performs across different channels
Channels are how you deliver value to users. Choose the right mix of platforms, configure them thoughtfully, and monitor their performance to maximize impact.