Channels

Overview

Every channel connects to the same AI agent and knowledge base. Your team sees all conversations in one unified inbox regardless of where they originated. The AI responds using the same system prompt, escalation rules, and canned responses across all channels.

WhatsApp Setup

Connect your WhatsApp Business account to receive and respond to messages through HelpYap.

1. Set up a WhatsApp Business API account through Meta Business Suite
2. Configure a webhook URL pointing to your HelpYap instance
3. In Project Settings → Channels → WhatsApp, enter your WhatsApp Business phone number ID and access token
4. The AI will automatically respond to incoming WhatsApp messages using your knowledge base

SMS Setup (Twilio)

Enable SMS support using your Twilio account.

1. Create a Twilio account and purchase a phone number at twilio.com
2. In Project Settings → Channels → SMS, enter your Twilio Account SID, Auth Token, and phone number
3. Configure the Twilio webhook to point to your HelpYap SMS endpoint
4. Incoming SMS messages will create conversations in HelpYap, and the AI will respond via text message

Email Inbound Setup

Receive customer emails as conversations in HelpYap.

1. Configure AWS SES to receive emails on your support domain (e.g., support@yourcompany.com)
2. Set up an SES receipt rule to forward emails to HelpYap
3. Incoming emails create new conversations with the email body as the first message
4. The AI responds via email, and the conversation appears in your admin dashboard alongside all other channels

Unified Inbox

All conversations from every channel appear in the same admin dashboard. Each conversation is tagged with its channel of origin. You can filter by channel, status, assignee, and more.

Agent replies are delivered back through the same channel the customer used. If a customer contacted you via WhatsApp, your reply goes back to WhatsApp. This is handled automatically.