Channels
Put the same agent on Telegram, WhatsApp, Slack, Discord, Instagram and Messenger.
A channel is somewhere an agent can be reached. One agent can serve several at once, and every conversation — whatever its origin — lands in the same inbox.
| Channel | What you need |
|---|---|
| Web widget | Nothing — the embed snippet |
| Telegram | A bot token from @BotFather |
| A Meta Cloud API phone number ID and token, or a Twilio account | |
| Slack | A Slack app with a bot token and signing secret |
| Discord | A Discord application's bot token and public key |
| A connected Instagram professional account and page token | |
| Facebook Messenger | A Facebook Page access token |
Connecting one
- Channels → Add channel, and pick the platform.
- Paste the credentials. They are encrypted before they are stored and masked whenever they are read back — you will never see the full value again after saving.
- Choose which agent answers on this channel.
- Vicero gives you a webhook URL. Register it with the platform, so its messages reach you.
- Enable the channel.
Send yourself a message to confirm it works before you tell anyone the number.
How inbound messages are verified
Every inbound webhook is verified before it is processed:
- Meta platforms (WhatsApp, Instagram, Messenger) — a verify-token handshake on setup, then an HMAC signature on every message.
- Slack — request signing with your signing secret.
- Discord — Ed25519 interaction signature.
- Telegram — a per-channel secret embedded in the webhook path.
An unsigned or wrongly-signed request is rejected. Webhook endpoints are also rate-limited per source.
Enabling and disabling
A channel can be disabled without deleting it. Disabling stops it answering while keeping its credentials and its conversation history — the right move when something is going wrong and you want it to stop now.
One agent, many channels
The same published agent version answers everywhere. That is usually what you want: the answer to "what is your refund policy" should not depend on whether the customer used WhatsApp or your website.
Where behaviour genuinely should differ, use a second agent and point the channel at that one instead.
Contacts across channels
When the same person reaches you on more than one channel, Vicero links those conversations to a single contact where it can identify them. Your operators see one history rather than three strangers who happen to ask the same question.