Channels

Messaging channels

WhatsApp, Viber, Telegram, Facebook and Instagram. Each channel is a trigger, a matching response node, and a credential — connect it once and the same workflow serves it.

The pattern

Every channel follows the same three steps:

  1. Store the credential for the channel in the credential store.
  2. Add the trigger for that channel to your workflow.
  3. Add the matching response node so answers go back the same way.
One agent, several channels — each trigger paired with its own response.

The channels and what they need

ChannelConnected throughCredential
WhatsAppTwilio or InfobipTwilio service, or Infobip service
ViberTwilio or InfobipTwilio service, or Infobip service
TelegramA Telegram botTelegram
FacebookA Facebook pageFacebook
InstagramAn Instagram account, via its pageInstagram

Twilio

Storing a Twilio credential needs three values:

  • Account ID
  • Auth Token
  • Service ID

Infobip

  • API Key
  • Base URL — Infobip issues a per-account host, so this differs between accounts

Telegram

A bot token from BotFather. Create the bot in Telegram, copy the token, store it as a Telegram credential.

Facebook and Instagram

Connected through the page or account that should receive messages. Instagram messaging runs through the connected Facebook page, so set Facebook up first.

Serving several channels at once

Wire every channel trigger into the same AI node. You maintain one prompt, one set of tools and one knowledge base, and every channel gets the same quality of answer.

Just remember each trigger needs its own matching response — the AI node's output has to reach the right place.

A workflow with three triggers and one response node will answer only one channel. The other two conversations run to completion and go nowhere, with nothing in the logs that looks like an error.

Channel differences worth knowing

  • WhatsApp restricts business-initiated messages to approved templates and an opt-in window. Replies inside a conversation are unrestricted; outbound broadcasts are not — see WhatsApp Broadcast.
  • Telegram is the easiest to test with — a bot token takes a minute and needs no business verification.
  • Instagram depends on the Facebook page connection, so a broken Facebook link breaks Instagram too.

Usage per channel

Every inbound message is a billable trigger, counted per provider — WhatsApp, Viber, Telegram, Facebook and Instagram each appear separately in usage analytics, under Messaging.

Testing before you go live

Build and test with the UI trigger, which needs no channel at all. Add the channel triggers once the logic is right — that way you are debugging your workflow, not your channel setup.