Channels
Connect with people across phone, email, web, Discord, Slack, and more.
Channels
Channels are how people reach your workspace. Each channel connects a different communication platform to your AI agents, so conversations flow naturally wherever your users already are — and every conversation ends up in the same Chats interface for your team to monitor and manage.
The key insight: a phone call, a text message, a web chat, an email, and a Discord command all produce the same thing — a chat running through a workflow. The channel determines how the conversation starts and what medium it uses, but the AI follows the same workflow regardless.
Phone & Voice
AI-powered phone calls and SMS messaging through provisioned phone numbers.
- Inbound and outbound voice calls with real-time AI responses
- SMS conversations with automatic threading
- Work modes: always on, forward off-hours, voicemail, or always forward
- Call transcription, logging, and escalation to humans
Email & Inboxes
Centralized email management with AI-powered triage and response. Requires feature flag: email.
- Shared inbox addresses for your workspace (e.g.,
support@workspace.mailrelay.io) - Incoming emails trigger workflows automatically
- Email rules for filtering and routing
- Reply directly from the inbox with proper threading
Sites
Customer-facing portals, help centers, and booking pages with built-in AI chat.
- Embeddable chat widgets and full portal pages
- Custom domains, themes, and access control
- Public sites, member-only portals, and self-service signup
- Web crawling to import existing documentation
Discord Bots
AI bots that operate directly in Discord servers. Requires feature flag: discord.
- Custom slash commands mapped to workflows
- Respond in channels, threads, and DMs
- Account linking between Discord and workspace members
- Response modes: mentions only, auto, or slash commands only
Slack Bots
AI bots that operate directly in Slack workspaces. Requires feature flag: slack.
- @mention responses with streaming "Thinking..." indicators
- Thread-based conversations with full context
- Account linking for personalized responses
- Auto mode with customizable decision criteria
Choosing the Right Channel
| If your users... | Use |
|---|---|
| Need immediate, real-time help | Web Chat or Phone Voice |
| Prefer async communication | SMS, Email, or Slack |
| Are already in a community platform | Discord or Slack |
| Need a self-service portal | Sites with AI chat |
| Are in healthcare / high-touch verticals | Phone + SMS combo |
| Need formal correspondence | Email Inboxes |
Most workspaces use multiple channels. The same workflow handles all of them, so there's no extra configuration — just connect the channel and point it at your workflow.