Omnichannel Integrations

Chatty unifies all your customer communication channels into one AI-powered inbox. Whether a customer reaches out via your website widget, WhatsApp, Instagram DM, Telegram, SMS, Slack, or email, your Chatty bot provides immediate, consistent, and context-aware responses across all platforms.

Supported Channels Overview

Unified Contact Identity

When customers switch between channels (for example, initiating a chat on your website and later texting on WhatsApp), Chatty's Contact Identity Engine unifies their profile based on:

1. Verified Phone Number (E.164 format across WhatsApp and SMS)
2. Email Address (captured in chat, widget login, or inbound email)
3. External Customer ID (from your CRM or WooCommerce store)

All previous messages, captured leads, order histories, and internal agent notes are preserved under a single unified thread in your Chatty Live Inbox.

Channel Setup Guides

1. WhatsApp Business (Meta Cloud API)

Chatty provides official Meta Cloud API integration with zero third-party markups.

1. Open Dashboard → Bot Settings → Integrations → WhatsApp.
2. Click Connect with WhatsApp to launch Meta's Embedded Signup dialog.
3. Select or create your Meta Business Account and assign your phone number.
4. Chatty automatically subscribes your phone number to the WhatsApp webhook:

   GET / POST https://api.chatty.personaliai.com/webhook/whatsapp

5. Send a test message to your WhatsApp number. The AI bot will reply immediately.

2. Instagram Direct Messages

1. Ensure your Instagram account is an Instagram Professional / Business Account and linked to a Facebook Page.
2. In Meta Business Manager, enable Allow Access to Messages in Instagram App settings.
3. In Chatty Dashboard under Integrations → Instagram, connect your Meta account.
4. Set the Instagram webhook in your Meta App:
   • Callback URL: https://api.chatty.personaliai.com/webhook/instagram
   • Verify Token: Found in your Chatty bot settings
   • Subscribed Fields: messages, messaging_postbacks, message_deliveries

3. Telegram Bot

1. Open Telegram and search for @BotFather.
2. Send /newbot, choose a display name and username (ending in bot).
3. Copy the HTTP API Token provided by BotFather (e.g. 123456789:ABCdefGhIJKlmNoPQRsTUVwxyZ).
4. In Chatty, go to Integrations → Telegram, paste your API token, and click Connect.
5. Chatty automatically sets the Telegram webhook:

   https://api.telegram.org/bot<TOKEN>/setWebhook?url=https://api.chatty.personaliai.com/webhook/telegram

4. Twilio SMS / MMS

1. In your Twilio Console, copy your Account SID and Auth Token.
2. Navigate to your active phone number under Phone Numbers → Manage → Active numbers.
3. Under Messaging Configuration, set A MESSAGE COMES IN:
   • Webhook: POST https://api.chatty.personaliai.com/webhook/twilio/sms
4. In Chatty Dashboard, enter your Twilio credentials and assigned phone number.
5. Inbound SMS and MMS picture messages will now route to your Chatty bot.

5. Slack Escalation & Takeover

Connect your internal team Slack workspace so support engineers can monitor bots and take over conversations in real time:

1. In Chatty Dashboard, open Integrations → Slack.
2. Click Add to Slack or configure an Incoming Webhook URL and default alert channel (e.g. #support-escalations).
3. When a visitor requests human escalation or the AI confidence score drops below your threshold, Chatty posts an alert to Slack:
   • Visitor summary and sentiment analysis
   • Conversation transcript preview
   • Interactive button: Take Over in Chatty (opens live chat console)

6. Email Inbound (Postmark & SendGrid)

Turn standard support emails (support@yourcompany.com) into conversational Chatty threads:

1. Configure your mail provider (Postmark, SendGrid, or Cloudflare Email Routing) to forward inbound messages via webhook to:

   POST https://api.chatty.personaliai.com/api/inbound/email

2. Include the bot's secret header X-Chatty-Email-Token or route by recipient alias (e.g. bot-{bot_id}@inbound.chatty.personaliai.com).
3. Chatty parses email bodies, strips quoted email reply chains, executes RAG retrieval, and generates drafted replies ready for one-click agent approval.

Testing Channel Connections via API

You can trigger synthetic connection diagnostics via Chatty's test endpoints:

curl -X POST \
  "https://api.chatty.personaliai.com/api/integrations/whatsapp/test" \
  -H "Authorization: Bearer chatty_sk_..." \
  -d "bot_id=YOUR_BOT_ID"

Human Agent Takeover Across Channels

Regardless of which channel a conversation originates on, human agents can step in at any time:

• In the Chatty Live Inbox, clicking Pause AI & Take Over halts automated bot responses on WhatsApp, Instagram, Telegram, SMS, and Web widget simultaneously.
• When an agent types a response in the Chatty dashboard, Chatty formats and transmits the message back to the customer's native channel (e.g. sending a WhatsApp text, Instagram DM, or Telegram reply).
• Clicking Resume AI returns control back to your custom-trained agent.