🔌Connect Your Channels

Operator AI makes it easy to connect all your communication channels and manage conversations from a single dashboard.

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🌎 Supported Channels

You can connect any or all of the following:

Channel	Example Use
Web Chat	Add a live chat widget to your website.
SMS (via Twilio)	Handle customer conversations over text.
WhatsApp Business API (via Twilio)	Offer support and marketing via WhatsApp.
Instagram DMs	Manage direct messages from Instagram followers.
Facebook Messenger	Support users directly from your Facebook page.
Telegram Bot	Chat with users inside Telegram apps.
Slack	Route conversations into Slack for internal teams.
Email (IMAP/POP3)	Receive and reply to customer emails inside Operator AI.
WeChat	Connect with users in China and Asia-Pacific.

✅ Operator AI supports simultaneous multi-channel communication — no switching between platforms.

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🛠️ How to Connect a Channel

1. Go to your Operator AI Dashboard.

2. Navigate to Settings.

3. Choose the channel you want to connect.

4. Follow the on-screen authentication steps (API keys, OAuth approvals, credentials).

5. Test the connection by sending a sample message.

✅ Most channels can be connected in less than 5 minutes.

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📋 Requirements by Channel

Channel	Requirements
Web Chat	Website access to install a JavaScript snippet.
SMS	Twilio account and SMS-enabled number.
WhatsApp	Twilio WhatsApp Business API access.
Instagram	Business Instagram account linked to Facebook.
Facebook Messenger	Facebook Business Page and Facebook App permissions.
Telegram	Telegram Bot created via BotFather.
Slack	Slack App OAuth token and channel permissions.
Email	IMAP/POP3 credentials (host, port, username, password).
WeChat	Official WeChat Business Account credentials.

✅ Minimal technical setup required for most channels.

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🔗 Best Practices for Connecting Channels

Tip	Why It Matters
Connect your highest-traffic channels first	Maximizes your initial engagement.
Test each channel after setup	Ensure message delivery and user experience.
Personalize welcome messages per channel	Tailor the tone for SMS vs Web Chat vs Instagram.
Set Business Hours by channel if needed	Control offline behavior for each channel individually.

✅ Smart channel setup = faster, smoother customer conversations.

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📱 SMS (via Twilio)

Requirements:

• Twilio Account

• SMS-enabled phone number

Steps:

1. Log into Operator AI Dashboard.

2. Go to Settings → Notifications → Text Message Notifications.

3. Enter your:

   • Account SID

   • Auth Token

   • Messaging Service SID (or Sender number)

4. Click Save.

✅ Done! You can now receive and send SMS through Operator AI.

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📲 WhatsApp

🔌 Option 1: Twilio WhatsApp Business API

✅ Requirements:

• Twilio account

• WhatsApp-enabled phone number

🔧 Setup Steps:

1. Go to Settings → Channels → WhatsApp.

2. Choose Connect via Twilio.

3. Enter your:

   • Twilio SID

   • Auth Token

   • Phone Number SID

4. Click Save to verify your connection.

✅ You can now send and receive WhatsApp messages via Operator AI.

☁️ Option 2: WhatsApp Cloud API (Meta)

🔄 Automatic Sync Mode

Recommended for most users

1. Go to Settings → Channels → WhatsApp and click Synchronize Now.

2. Follow the Facebook Business verification steps.

3. To add new numbers, visit: https://business.facebook.com/wa/manage/phone-numbers

4. After syncing:

   • All numbers are added automatically.

   • You can delete or disable numbers from Settings → WhatsApp → Cloud API Numbers.

5. If SMS verification doesn't work, enter the most recent PIN code you received.

🛠️ Troubleshooting:

• If you're not receiving messages, click Reconnect and re-authenticate.

• Add a valid payment method in your Meta Business Suite.

✅ You’re all set for real-time message syncing via WhatsApp Cloud API.

🧑‍💻 Manual Sync Mode (Advanced)

Step-by-Step Setup:

1. Visit https://developers.facebook.com and log in.

2. Create a new app (choose Other → Business).

3. Link the app to your Business Manager account.

4. In Operator AI → Settings → WhatsApp → Cloud API, generate a Secret Key.

5. Go back to your Meta app:

   • Add WhatsApp as a product.

   • In WhatsApp > Configuration, paste:

     • Webhook URL from Operator AI

     • Verify Token = Secret Key from earlier

6. Enable the messages field under Webhook fields.

7. Verify integration:

   • Go to API Setup in your app.

   • Send a test message using your Phone Number ID and Temporary Token.

🔐 Permanent Token Setup:

1. In business.facebook.com:

   • Go to Business Settings → Users → System Users

   • Create or select a system user and grant Full Control to your WhatsApp app.

2. Go to System Users → Generate New Token.

3. Select your app, enable the following permissions:

   • whatsapp_business_management

   • whatsapp_business_messaging

   • business_management

4. Set expiration to Never, generate, and copy the token.

5. Paste it into: Operator AI → Settings → WhatsApp → Cloud API Numbers → Token

➕ Adding Additional Phone Numbers

1. In your app, go to WhatsApp > API Setup and click Add Phone Number.

2. After verification, copy the Phone Number ID and paste it into Operator AI.

⚠️ Important Notes

• Using your current WhatsApp Business number with Operator AI will disconnect it from the WhatsApp Business App.

• To migrate, follow Meta’s official migration instructions.

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📩 Facebook Messenger

Requirements:

• Facebook Business Page

• Admin access to Facebook Business Manager

Steps:

1. Go to Settings → Channels → Messenger.

2. Click Connect Facebook Page.

3. Grant Operator AI the required permissions:

   • pages_manage_metadata

   • pages_messaging

   • pages_read_engagement

4. Select your Facebook Page.

5. Save.

✅ Done! You can now handle Messenger conversations inside Operator AI.

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📸 Instagram Direct Messaging

Requirements:

• Instagram Business Account linked to Facebook Business Manager

Steps:

1. Go to Settings → Channels → Instagram.

2. Click Connect Instagram Business Account.

3. Authorize Operator AI.

4. Select the Instagram account you want to sync.

✅ Done! Operator AI can now reply to Instagram DMs.

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✈️ Telegram

Requirements:

• Create a Telegram Bot via BotFather

Steps:

1. Talk to @BotFather in Telegram.

2. Create a new bot and get your Bot Token.

3. Go to Settings → Channels → Telegram in Operator AI.

4. Enter your Bot Token.

5. Save.

✅ Done! Messages sent to your Telegram bot will now appear in Operator AI.

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🐦 Twitter (Direct Messages)

Requirements:

• Twitter Developer Access

Steps:

1. Go to Twitter Developer Portal.

2. Create an App.

3. Get:

   • Consumer Key

   • Consumer Secret

   • Access Token

   • Access Token Secret

4. In Operator AI Dashboard → Settings → Channels → Twitter, enter the above details.

5. Save.

✅ Done! You can now handle Twitter DMs via Operator AI.

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🇨🇳 WeChat

Requirements:

• WeChat Official Account

Steps:

1. Go to WeChat Official Accounts Platform.

2. Get:

   • App ID

   • App Secret

   • Token

3. In Operator AI, go to Settings → Channels → WeChat.

4. Enter your credentials.

5. Save.

✅ Done! WeChat messages are now routed to Operator AI.

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🔔 Slack

Requirements:

• Slack Workspace

• Slack App credentials

Steps:

1. Create a Slack App or use an existing one.

2. Authorize it for your workspace.

3. Get:

   • OAuth Token

4. In Operator AI → Settings → Channels → Slack, paste the OAuth Token.

5. Map Slack channels to Operator AI departments if needed.

✅ Done! You can now handle Slack conversations inside Operator AI.

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📧 Email (Email Piping)

Requirements:

• IMAP/POP3 email access credentials

Steps:

1. Go to Settings → Channels → Email.

2. Enable Email Piping.

3. Enter:

   • Email Server Host

   • Username

   • Password

   • Port (typically 993 for IMAP)

4. Save settings.

✅ Done! Incoming emails will now appear as conversations.

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🛟 Need Help?

• See detailed guides inside the Connect Your Channels section.

• Contact Support: [e-mail].

• Book a Channel Setup Call with your Success Manager (available for Growth and Enterprise plans).

✅ We’ll help you connect every channel easily.

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🎯 Next Step

Once your channels are live, learn how to launch Operator AI and start capturing leads:

👉 Continue to Go Live With Operator →