Messaging channels (Telegram, Slack, Messenger)

Multi-channel text lets the same assistant answer customers on Telegram, Slack, Messenger, Microsoft Teams, Discord, Google Chat, X, and WhatsApp. These messaging channels are text-only; phone and WhatsApp voice are configured separately. Whatever the channel, every conversation lands in History.

Tools (voice parity)

The assistant can use the same text-safe tools as on voice:

API tools (HTTP)
MCP tools (workspace + assistant servers)
Knowledge base search
Calendar integrations (built-in engine / Cal.com / Calendly / Acuity / eTermin — HighLevel calendars are voice-only)
Built-ins: current time, business hours, send SMS, send email, schedule callback, set variable

Voice-only actions are unavailable on text channels: call or assistant transfer, end call, DTMF/keypad, and payment-card collection.

Prerequisites

Your plan includes the channel you want to connect (Telegram, Slack, Messenger, Teams, Discord, Google Chat, X, WhatsApp text / WhatsApp voice).
If a provider requires a webhook, use the exact URL shown after you connect the channel. Verified custom domains are supported automatically.

Connect (product UI)

Settings → Channels → Telegram / Slack / Messenger:

Pick an assistant.
Connect with one-click where available (Add to Slack, Connect with Facebook) or paste bot credentials manually.
Configure conversation settings (below).
Save — Telegram webhooks are registered automatically; Slack/Messenger BYO need the shown webhook URL in their developer consoles. One-click installs require no URL copy.

Slack — Add to Slack

Preferred onboarding (platform domain / root workspaces only — not whitelabel hosts) uses the shared Famulor Slack app:

Settings → Channels → Slack → Add to Slack
Approve the requested Slack permissions.
Return to the channel settings and confirm the connection is active.

Manual bot-token + signing-secret paste remains available as a fallback (per-connector webhook URL shown in Settings). Whitelabel hosts keep manual only (the shared bot would appear as Famulor). Public API: GET/POST /api/v1/slack/oauth · MCP: get_slack_oauth_config, start_slack_oauth.

Messenger — Connect with Facebook

Preferred onboarding (platform domain / root workspaces only — not whitelabel hosts) uses the same platform Meta app as WhatsApp:

Settings → Channels → Messenger → Connect with Facebook (HTTPS required)
Approve the requested permissions and select a Facebook Page.
Return to the channel settings and confirm the connection is active.

Manual page-token paste remains available as a fallback (per-connector webhook URL shown in Settings). Public API: GET/POST /api/v1/messenger/facebook-login · MCP: complete_messenger_facebook_login.

Conversation settings

Applies to every text channel:

Setting	Default	Description
Response delay (seconds)	`5`	Slider `0`–`30`. Wait after the last customer message before one reply (merges quick multi-message bursts). `0` = reply instantly to every message.
Inactivity timeout (minutes)	`30`	Minutes of inactivity after the last customer message before the conversation is marked ended.
Allow re-triggering	off	If enabled, the conversation-ended webhook can fire again when the customer resumes an ended conversation and goes inactive again.
Conversation ended webhook URL	empty	Optional HTTPS URL. Leave empty to disable. Use Test webhook to send a sample payload.

Conversation ended webhook

Three things send a conversation.ended delivery:

Inactivity — the inactivity timeout above elapses with no new customer message (checked about once a minute).
Manual — someone selects Actions → End conversation on an open conversation in History.
Test — you select Test webhook in the connector’s settings; this always sends a realistic example payload, whether or not a real conversation has ended yet.

Before sending, the platform runs the assistant’s configured analysis fields over the transcript and closes the conversation, so the payload always carries the finished analysis rather than a partial one. By default each conversation notifies its webhook once; turn on Allow re-triggering if a customer can resume an ended conversation and you want a fresh notification the next time it goes inactive. A delivery looks like this:

{
  "event": "conversation.ended",
  "timestamp": "2026-08-26T14:32:07.000Z",
  "reason": "inactivity",
  "data": {
    "tenant_id": "9f86d081-0000-4000-8000-000000000020",
    "conversation_id": "c1b2c3d4-0000-4000-8000-000000000010",
    "platform": "telegram",
    "status": "closed",
    "duration_sec": 187,
    "message_count": 6,
    "conversation": {
      "id": "c1b2c3d4-0000-4000-8000-000000000010",
      "platform": "telegram",
      "external_thread_id": "123456789",
      "external_user_id": "123456789",
      "external_user_name": "Max Mustermann",
      "started_at": "2026-08-26T14:28:40.000Z",
      "ended_at": "2026-08-26T14:32:07.000Z",
      "last_customer_message_at": "2026-08-26T14:29:55.000Z"
    },
    "connector": { "id": "1b2c3d4e-0000-4000-8000-000000000030", "name": "Support Telegram", "platform": "telegram" },
    "assistant": { "id": "2c3d4e5f-0000-4000-8000-000000000040", "name": "Support Assistant" },
    "transcript": "Customer: Hi, I need help with my order.\nAssistant: Of course — what's your order number?",
    "messages": [
      { "id": "msg-1", "role": "user", "direction": "inbound", "text": "Hi, I need help with my order.", "created_at": "2026-08-26T14:28:40.000Z" }
    ],
    "analysis": {
      "summary": "Customer asked about an order and got help finding it.",
      "sentiment": "positive",
      "success": true,
      "success_reason": "The order was located and the delivery date confirmed.",
      "data": { "order_number": "12345" },
      "analyzed_at": "2026-08-26T14:32:07.000Z"
    }
  }
}

reason is inactivity, manual, or test. conversation, connector, assistant, transcript, and analysis are repeated at the top level of the payload too, for older receivers built against that flat shape instead of the data envelope. Inside analysis, only the parts you enabled on the assistant are present — sentiment, success plus its reason, and a data map of your own extracted fields; see Analysis for the full shape. Configure the target in the Conversation ended webhook URL field above, or with PATCH /api/v1/messaging-connectors/{id} / update_messaging_connector — each channel connector carries its own URL. To send a delivery again after the fact — for example once a re-evaluation changed the analysis — use Resend webhooks on the conversation in History.

Beta connectors

Ten additional channels connect the same way, once your workspace turns on Beta Features under Settings → Workspace: Freshdesk, Gmail, Outlook, Zendesk, ServiceNow, Intercom, Zoho Mail, AgentMail, Instagram, and Zulip. Their entries stay out of Settings → Channels until Beta Features is on. Instead of pasting a bot token or app secret, you connect these through Famulor’s OAuth connector flow: sign in to the account once, and Famulor keeps the connection alive. Beyond the conversation settings every text channel shares, a Beta connector can add:

Setting	What it does	Where it applies
Reply mode	Send the assistant’s reply automatically, or save it as a draft in the mailbox for a teammate to review and send.	Gmail, Outlook
Watch	Which part of the mailbox the assistant answers: the Inbox (the default), the whole mailbox, or a single label or folder.	Gmail, Outlook, Zoho Mail
Extra action	One additional capability specific to that service — applying a label, tagging a ticket, reacting to a message, and similar. Off until you turn it on.	Every Beta connector, one action each
Import existing items	On connect, how far back to pull messages that already exist — the last hour, 24 hours, or 7 days. Defaults to new messages only.	Freshdesk, ServiceNow, Intercom, Zoho Mail, Instagram

Import existing items is not a silent import: every message pulled in gets a real, automatic assistant reply. Leave it on Only new messages unless you want the assistant to answer your existing backlog.

Billing

Sending and receiving messages on Telegram, Slack, Messenger, Teams, Discord, Google Chat, X, and the Beta connectors costs credits per message, at the workspace’s Messaging (sent) / Messaging (received) rate — the same rate WhatsApp text uses. Current rates are on the Usage page; see also How usage is billed.

Platform apps you create

Channel	What you create	Key fields
Telegram	Bot via @BotFather	Bot token
Slack	Famulor Slack app (Add to Slack) or BYO Slack App (Bot + Event Subscriptions)	OAuth install; or bot token `xoxb-…` + Signing secret (BYO)
Messenger	Platform Meta app (Connect with Facebook) or BYO Meta app + Page	Page access token, App secret, Verify token (BYO); Facebook Login for preferred path
Teams	Azure Bot	App ID, App password
Discord	Discord Application	Bot token, Public key, Application ID
Google Chat	GCP Chat app + service account	Service account JSON
X	X developer app + Activity API webhook	Consumer secret, OAuth user token (or client ID + refresh token)

Copy the connector-specific webhook URL shown in Settings → Channels. Telegram configures this automatically after you save.

Public API & MCP

REST: GET/POST /api/v1/messaging-connectors, PATCH/DELETE /api/v1/messaging-connectors/{id}, GET /api/v1/messaging-connectors/{id}/watch-options (Gmail labels / Outlook and Zoho Mail folders), POST /api/v1/messaging-connectors/{id}/ended-webhook-test
Slack OAuth: GET/POST /api/v1/slack/oauth
WhatsApp templates: GET/POST /api/v1/whatsapp/templates
WhatsApp outbound voice: POST /api/v1/calls/whatsapp-outbound
MCP tools: list_messaging_connectors, list_messaging_connector_watch_options, create_messaging_connector, update_messaging_connector, delete_messaging_connector, test_messaging_ended_webhook, get_slack_oauth_config, start_slack_oauth, plus WhatsApp template/call tools
OpenAPI tag: Messaging / Calls

Full setup (credentials, webhook fields, templates, voice toggles): WhatsApp (Text + Voice).

Text: WhatsApp Business chat, when included in your plan.
Voice: WhatsApp calling on the same connection, when included in your plan — see WhatsApp Voice.
Templates: GET/POST /api/v1/whatsapp/templates (+ MCP tools).
Outbound voice: POST /api/v1/calls/whatsapp-outbound.

Email

Full setup — connect a domain, create addresses, set defaults: Email channel setup. Email conversations appear in Email history alongside your other channels.

SMS

A workspace number that is SMS-capable and has Allow outbound SMS enabled can send text through the built-in Send SMS tool — from an assistant mid-call or mid-chat, or as an automation step (for example, a confirmation after a call ends, or an appointment reminder). See SMS for which numbers qualify and the send API. A few practices keep SMS useful instead of annoying:

Keep messages short and to the point — SMS has no rich formatting, and it’s billed per 160-character segment (70 if you use emoji or accented characters), so length costs money.
Include opt-out instructions where local law requires them.
Send a test message to yourself before turning a template loose on a full campaign.
Keep an eye on SMS spend under Usage, especially after changing a template or targeting a new country.

Getting started

Assistants

Flow builder

Telephony

Channels

Audience

Campaigns

Live operations

Workspace settings

Messaging channels (Telegram, Slack, Messenger)

Tools (voice parity)

Prerequisites

Connect (product UI)

Slack — Add to Slack

Messenger — Connect with Facebook

Conversation settings

Conversation ended webhook

Beta connectors

Billing

Platform apps you create

Public API & MCP

WhatsApp

Email

SMS

​Tools (voice parity)

​Prerequisites

​Connect (product UI)

​Slack — Add to Slack

​Messenger — Connect with Facebook

​Conversation settings

​Conversation ended webhook

​Beta connectors

​Billing

​Platform apps you create

​Public API & MCP

​WhatsApp

​Email

​SMS

Tools (voice parity)

Prerequisites

Connect (product UI)

Slack — Add to Slack

Messenger — Connect with Facebook

Conversation settings

Conversation ended webhook

Beta connectors

Billing

Platform apps you create

Public API & MCP

WhatsApp

Email

SMS