Darwin AI — Channels
Expandable section in the side menuSub-items:
1. Sub-sections
1.1 Connect a Channel
URL:
/ou/{orgId}/channels
Main page for channel management. Displays already connected channels and lets you add new ones.
2. Channels Page (/ou/{orgId}/channels)
2.1 State: No Channel Connected
When no channel is connected:
- Icon: "Not found"
- Message: "No connected channel was found"
- Below: the "All Channels" section with the available channels
2.2 Available Channels (Cards)
Each channel is displayed as a card with:
- Channel icon
- Channel name
- Short description
- Action button
| Channel | Description | Button |
|---|---|---|
| Connect your WhatsApp Business number | Add channel | |
| Connect your Instagram account | Add channel | |
| Facebook Messenger | Integrate your Facebook page | Add channel |
| SMS | Traditional text messages | Add channel |
| Web Chat | Chat widget for your website | Add channel |
| Calls | AI voice calls | Request access |
Note: The "Calls" channel uses the "Request access" button (instead of "Add channel"), suggesting it requires approval or is in early access.
2.3 Facebook/Meta Integration
The channels page makes OAuth authentication calls to Facebook (facebook.com/x/oauth/status) to enable the connection of Meta channels (Instagram, Facebook Messenger).
3. Features
Channel Connection
- Each channel follows a specific configuration flow
- WhatsApp requires configuration via the WhatsApp Business API
- Instagram and Facebook Messenger require linking a Meta account
- Web Chat generates a code snippet to embed on your website
- SMS requires provider configuration
- Phone Calls require integration with a voice service
Management
- Enable/disable channels
- Configure numbers/accounts per channel
- Associate channels with specific workers
- Set operating hours per channel
4. Available Actions
| Action | Description |
|---|---|
| Connect a Channel | Go to the channel management page |
| Start the WhatsApp connection | |
| Start the Instagram connection | |
| Facebook Messenger | Start the Messenger connection |
| Web Chat | Configure the chat widget |
| SMS | Configure the SMS integration |
| Phone Calls | Configure voice calls |
5. Relationships with Other Modules
| Module | Relationship |
|---|---|
| Conversations | Conversations come in through the connected channels |
| Contacts | The source channel is recorded on each contact |
| Campaigns | Campaigns are sent through the channels |
| Workforce | Workers respond through the channels |
| Reports | Metrics segmented by channel |