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Channels let your watsonx Orchestrate agents connect with users across multiple platforms and communication tools. By setting up channels, you deploy the same agent to different endpoints like embedded webchat, WhatsApp, SMS, Slack, and contact center platforms. A channel acts as a communication endpoint where users interact with your agent. You assign each channel to a specific agent and environment, either draft or live. Each channel includes its own configuration and credentials and provides a unique event URL to receive messages.

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Supported channel types

watsonx Orchestrate supports the following channel types currently:
  • Web chat - Embedded chat widget for websites
  • Twilio WhatsApp - WhatsApp integration via Twilio
  • Twilio SMS - SMS messaging via Twilio
  • Slack (BYO) - Slack integration
  • Genesys Bot Connector - Genesys Cloud Bot Connector integration
  • FB Messenger - Facebook Messenger
  • MS Teams - Microsoft Teams

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Key concepts

  • Environments Create channels inside agent environments. You can use a draft environment or a live environment. Each one supports its own set of channels with separate configurations.

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Channel limitations

  • Create only one channel of each type in an environment
  • To use more than one channel of the same type, set them up in different environments
Use the watsonx Orchestrate ADK to create, configure, and manage channels for your agents.