1Meet customers where they are:
2- Some prefer web chat
3- Some use WhatsApp
4- Some call phone
5- Some use social media
6 
7Benefits:
8✅ Wider reach
9✅ Better experience
10✅ Higher engagement
11✅ Consistent service

1Text channels:
2- Website widget
3- Mobile app
4- WhatsApp
5- Facebook Messenger
6- Instagram DM
7- Telegram
8- SMS
9- Email
10 
11Voice channels:
12- Phone calls
13- Smart speakers
14- In-app voice

1┌─────────────────────────────────────────┐
2│                                         │
3│   ┌─────┐  ┌─────┐  ┌─────┐  ┌─────┐   │
4│   │ Web │  │WhatsApp│ │Phone│  │ SMS │  │
5│   └──┬──┘  └──┬───┘  └──┬──┘  └──┬──┘  │
6│      │        │         │        │      │
7│      └────────┴────┬────┴────────┘      │
8│                    ▼                    │
9│           ┌──────────────┐              │
10│           │ Central      │              │
11│           │ AI Agent     │              │
12│           │ Brain        │              │
13│           └──────────────┘              │
14│                    │                    │
15│           ┌───────┴────────┐            │
16│           │ Knowledge Base │            │
17│           │ Business Logic │            │
18│           │ Integrations   │            │
19│           └────────────────┘            │
20│                                         │
21└─────────────────────────────────────────┘

1Single source of truth:
2- Same knowledge base
3- Same business rules
4- Same integrations
5- Consistent responses
6- Easier maintenance

1Deployment:
21. Build agent in Voiceflow
32. Go to Publish → Web
43. Customize appearance:
5   - Colors
6   - Position
7   - Welcome message
84. Copy embed code
95. Add to website

1Setup steps:
21. Get WhatsApp Business API (via provider)
32. Create Make scenario:
4   - Trigger: WhatsApp message received
5   - Process with your agent
6   - Send response via WhatsApp API
73. Handle media (images, voice)

1Integration:
21. Connect Facebook page
32. In Voiceflow: Integrations → Messenger
43. Configure webhooks
54. Test with Facebook
65. Submit for review (if public)

1Simple integration:
21. Create Telegram bot (@BotFather)
32. Get bot token
43. Create Make scenario:
5   - Webhook: Telegram updates
6   - Process message
7   - Send via Telegram API
84. Or use Botpress Telegram integration

1Web:
2- Rich cards
3- Carousels
4- Images
5- Buttons
6- Input fields
7 
8WhatsApp:
9- Text (preferred)
10- List messages
11- Buttons (limited)
12- Images
13- Voice notes
14 
15Phone:
16- Voice only
17- No visuals
18- Keep short

1Web: Medium length OK, can scroll
2WhatsApp: Short messages, multiple if needed
3SMS: Very short (160 chars)
4Voice: 1-3 sentences max
5Email: Can be longer, structured

1Use system variable:
2{{system.platform}}
3 
4Values:
5- webchat
6- whatsapp
7- messenger
8- voice
9 
10Condition:
11If platform = "voice"
12  → Use voice-optimized response
13Else
14  → Use rich response

1Approach 1: Conditionals
2- Same flow, different responses
3- Use if/else for channel
4 
5Approach 2: Separate flows
6- One flow per channel
7- More maintenance
8- Maximum customization

1Scenario: Message Hub
2 
3Webhook → Receive from any channel
4   ↓
5Router → Based on source
6   ↓
7├── WhatsApp format
8├── Telegram format
9├── SMS format
10└── Standard format
11   ↓
12Process with AI
13   ↓
14Router → Response by channel
15   ↓
16├── Send WhatsApp
17├── Send Telegram
18├── Send SMS
19└── Return for web

1Store user across channels:
2 
3User Table:
4- user_id (internal)
5- phone (if known)
6- email (if known)
7- telegram_id
8- whatsapp_id
9- messenger_id
10- conversation_history
11- preferences

1Same user, different channels:
2 
3WhatsApp: "What's my order status?"
4Agent: "Your order #123 shipped yesterday"
5 
6Later on Web:
7Agent: "Welcome back! Your order #123 
8is now out for delivery."
9 
10User recognized, context maintained

1WhatsApp Business API providers:
2- Twilio
3- MessageBird
4- 360dialog
5- Gupshup
6 
7They provide:
8- API access
9- Phone numbers
10- Template approval
11- Analytics

11. Template Messages (outbound first)
2   - Pre-approved templates
3   - For notifications/promos
4   
52. Session Messages
6   - Within 24-hour window
7   - Free form
8   - After user initiates
9 
103. Interactive
11   - Buttons
12   - Lists
13   - Quick replies

1Scenario:
2 
31. Webhook: Twilio WhatsApp
4   - Receives: From, Body, Media
5 
62. Get/Create user
7   - Search by phone
8 
93. Add to conversation
10   - Store message
11 
124. Process with AI
13   - Send conversation context
14 
155. Send response
16   - Twilio Send WhatsApp

11. Create bot:
2   - Message @BotFather
3   - /newbot
4   - Get token
5 
62. Set webhook:
7   POST https://api.telegram.org/bot{token}/setWebhook
8   Body: {"url": "your-make-webhook"}
9 
103. Process in Make:
11   - Receive update
12   - Extract message
13   - Process
14   - Send via Telegram API

1Use:
2- Inline keyboards
3- Custom keyboards
4- Media messages
5- Voice messages
6- Locations
7- Contacts

1Setup:
21. Twilio account
32. Get phone number
43. Configure webhook for incoming
5 
6Limitations:
7- 160 character segments
8- No rich formatting
9- No buttons
10- Higher cost

1SMS guidelines:
2- Very concise
3- Include call-to-action
4- Link for more info
5- Clear sender identity

1Test scenarios:
21. Start on WhatsApp, continue on web
32. Same question, all channels
43. User recognition across channels
54. Channel switching mid-conversation

1Metrics by channel:
2- Message volume
3- Response time
4- Resolution rate
5- User satisfaction
6- Popular topics
7- Error rates
8 
9Compare:
10- Which channel performs best
11- Where users prefer what
12- Cost per interaction