Communication & Channels
Channel integrations
Connect mail, Gmail, Office365, WhatsApp, Facebook, Instagram, and Twilio channels.
Channel integrations
Channel integrations covers mail, Gmail, Office365, WhatsApp, Facebook, Instagram, Twilio messaging, Slack, and other communication provider connections. Use this page when you are setting up the product surface, reviewing a rollout, or troubleshooting why users see a different result from an administrator.
What this surface is
- Primary purpose: mail, Gmail, Office365, WhatsApp, Facebook, Instagram, Twilio messaging, Slack, and other communication provider connections.
- Where users start: Application integrations live at
/settings/application/integrations; Omnichannel mailbox settings live at/omnichannel/settings/mailboxes. - Where administrators configure it: Provider success and OAuth callback routes exist for Gmail, Office365, Facebook, Instagram, WhatsApp, Twilio messaging, and Slack.
- Runtime/detail surface: Connected channels feed Omnichannel conversations, notifications, personal integrations, and module communication flows.
- Platform connections: Channel integrations connect provider credentials, OAuth tokens, webhooks, mailboxes, teams, notifications, and customer support queues.
Where it lives
| Area | Path or surface | Use it for |
|---|---|---|
| User surface | Application integrations live at /settings/application/integrations; Omnichannel mailbox settings live at /omnichannel/settings/mailboxes. | Day-to-day work and review. |
| Configuration | Provider success and OAuth callback routes exist for Gmail, Office365, Facebook, Instagram, WhatsApp, Twilio messaging, and Slack. | Setup, permissions, routing, labels, and behaviour. |
| Runtime/detail | Connected channels feed Omnichannel conversations, notifications, personal integrations, and module communication flows. | Testing the live experience users actually see. |
Configure it
- Confirm the audience for this surface and whether they are staff users, portal users, customers, public visitors, or administrators.
- Open the owning product route: Application integrations live at
/settings/application/integrations; Omnichannel mailbox settings live at/omnichannel/settings/mailboxes. - Review the configuration route and permissions before changing live behaviour: Provider success and OAuth callback routes exist for Gmail, Office365, Facebook, Instagram, WhatsApp, Twilio messaging, and Slack.
- Define the primary records, fields, statuses, owners, and notifications involved in this workflow.
- Configure Mail mailbox, Gmail/Office365, and WhatsApp first because they shape the rest of the rollout.
- Add Facebook/Instagram and Twilio messaging only after the core path works with sample data.
- Test the runtime surface as a restricted user, not only as a superadmin: Connected channels feed Omnichannel conversations, notifications, personal integrations, and module communication flows.
- Check downstream connections after saving: Channel integrations connect provider credentials, OAuth tokens, webhooks, mailboxes, teams, notifications, and customer support queues.
- Record the owner, rollout date, and support path for the configuration.
- Review the first week of activity and remove any option that users do not understand or need.
Configuration options
| Option | Use when | Notes |
|---|---|---|
| Mail mailbox | Inbound and outbound support email | Configure in Omnichannel mailboxes. |
| Gmail/Office365 | OAuth-based mailbox connection | Configure under application integrations. |
| Messaging channel for customers | Configure provider connection and routing. | |
| Facebook/Instagram | Social conversation channels | Configure social integrations. |
| Twilio messaging | SMS or messaging provider | Configure credentials and callbacks. |
| Slack | Internal or personal integration use cases | Configure where supported. |
Operating notes
- Keep labels aligned with the words users see in the product, especially Mail mailbox and Gmail/Office365.
- Permissions still matter even when a menu, page, or link is visible.
- If users see empty data, check role filters, enabled apps, ownership rules, and saved filters before editing records.
- If a change affects customers or public visitors, test from a logged-out or customer account as appropriate.
- Use reports or logs to confirm the change produced the expected operational result.
- Capture configuration decisions in rollout notes so support teams know what changed.
- Do not reuse one option for unrelated processes just because it is already configured.
- Review linked notifications, workflows, dashboards, and reports after changing this surface.
- Prefer narrow changes that can be tested with sample data before a tenant-wide rollout.
- When troubleshooting, start at the route users open, then inspect configuration, permissions, and logs in that order.
- Keep retired settings hidden or archived so users do not choose outdated paths.
- Assign an owner for ongoing review; unattended configuration becomes stale quickly.
For developers
Use these pages when the surface is read or changed by code, scripts, embeds, widgets, API clients, webhooks, or realtime listeners.
- /developer/inbound-webhooks
- /developer/outbound-webhooks
- /developer/realtime-streams
- /reference/omnichannel