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

Voice

Deep dive on the voice stack — models, speech recognition, barge-in, and troubleshooting.

• Native realtime vs. pipeline (STT + LLM + TTS) architectures
• Voice model catalog across ElevenLabs, Polly, OpenAI, Google, Deepgram, xAI
• Deepgram and ElevenLabs speech-to-text, keyterm prompting, language detection
• Barge-in and interruption tuning; call summaries and transcripts

Call Recordings

Listen to recorded phone and web voice calls inside chat, with transcript-synced playback.

• Enable workspace audio recording and open the in-chat player
• PHI handling, audit logging, and access controls
• Troubleshooting when audio is missing or out of sync

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

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.