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Integration Channels let your agent send and receive messages through external platforms — beyond the Studio test interface and direct API calls.

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WhatsApp

Connects via the WhatsApp Business API (Meta Cloud API or on-premise).
FieldDescription
API Base URLYour WhatsApp Business API endpoint (e.g., https://graph.facebook.com/v18.0)
Access TokenMeta API token with whatsapp_business_messaging permissions. Stored as a secret.
Phone Number IDThe numeric ID of the phone number linked to your WhatsApp Business account

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Email

Connects via SMTP for outbound email delivery.
FieldDescription
UsernameSMTP authentication username. Stored as a secret.
PasswordSMTP authentication password. Stored as a secret.
ServerSMTP hostname (e.g., smtp.gmail.com, smtp.sendgrid.net)
PortSMTP port (typically 587 for TLS, 465 for SSL, 25 for plain)
SSLEnable TLS/SSL encryption
Response TemplateJinja2 HTML template for outgoing emails. Use {{ response }} to inject the agent’s reply.

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Email template example

<html>
<body>
  <p>Hello,</p>
  <p>{{ response }}</p>
  <p>Best regards,<br>Acme Support</p>
</body>
</html>

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Credential handling

All credential fields in integration channels are write-only after saving. The stored value is replaced with a $secretRef. This means:
  • The field will appear empty when you edit the channel
  • Leave it blank to keep the existing secret
  • Enter a new value only if you want to replace the credential
If you edit an integration channel and accidentally enter an empty value in a credential field, the existing secret will be cleared. Always leave credential fields blank when editing unless you intend to rotate them.

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Next steps

Secrets

Understand how credentials are stored and referenced securely.