Channels

A channel is a messenger, CRM, or other platform where your customers write to you. This is where you connect channels to an AI Employee and configure them.

Until you connect a channel, your AI Employee only replies in the test chat, and real customers can’t see it. A channel is a messenger, CRM, or other platform where customers write to you. Connect your AI Employee to it, and it starts replying there on its own.

Connect a channel

Open the AI Employee → Channel tab → Connect.

1. Choose a platform

   In the Connect More list, click the one you need: Telegram, amoCRM, Wazzup, or any other.

2. Fill in the connection fields

   Each platform has its own fields: some ask you to sign in to the service, others ask for an API key or a webhook URL. Follow the on-screen prompts.

3. Configure the channel

   Settings differ by platform: Telegram has channel type, inline buttons, and message buffer; Planfix has handoff to an operator and note mode. You can change them later on the Connected tab.

4. Click Connect

   The channel appears on the Connected tab and starts receiving messages.

One channel, one AI Employee. One AI Employee can have as many channels as you like.

Section tabs

At the top of the section are two tabs: Connect and Connected. The second one lists the channels already linked to the AI Employee you’re configuring.

The Connect tab has four filter buttons:

Button	What it shows
Connect New	The platform catalog, where you set up a new connection
Available	Channels already set up in your organization but not linked to any AI Employee
Other Agents	Channels used by other AI Employees. You can reconnect a channel from here to the current one
All	All of your organization’s channels at once

Platforms

Only Telegram connects directly, with a bot token and free of charge. WhatsApp, Avito, Instagram, VK, email, and website widgets reach your AI Employee through an intermediary:

• CRM: amoCRM, Bitrix24, Kommo.
• Channel manager: Wazzup, Umnico, Salebot, SendAPI, Jivo. It gathers your messengers in one account and gives you a single key.
• Ticket system: HelpDeskEddy, Planfix.

If you already use one of these systems, connect it, and the channels set up in it will reach your AI Employee automatically. If you don’t, there’s no need to set up a CRM just for WhatsApp: use a channel manager, it’s cheaper and faster.

You pay the channel manager directly; it isn’t included in your AI TEXTURA subscription. The price depends on how many channels and phone numbers you connect, so check their pricing before you sign up.

Platform	Type
Telegram	Messenger
amoCRM	CRM system
Bitrix24	CRM system
Kommo	CRM system
WhatsApp, VK, Instagram, Avito, and other messengers	Channel managers
Planfix	Ticket system
HelpDeskEddy	Ticket system

FAQ

The AI Employee is set up but doesn't reply to customers

Check in order: is at least one channel connected; is the Active toggle on for that channel; is the AI Employee itself active; does the current time fall within Working Hours. The AI Employee may still reply normally in the test chat, because the test chat doesn’t depend on channels.

How to move a channel to another AI Employee

Open the AI Employee you want → Channel tab → Other Agents → select the channel and reconnect it. You don’t need to disconnect it from the previous AI Employee first: the channel leaves it automatically, because it only works with one.

Turn off the channel or the AI Employee: which to choose

If you need to reply manually for a while, turn off the AI Employee. Messages keep arriving in Chats; the AI just won’t reply to them. A disabled channel stops receiving incoming messages entirely, and conversations from that period won’t reach the platform.

A customer sent a voice message, and the AI Employee didn't understand it

Voice messages only work in Telegram: there, the AI Employee transcribes the recording, replies in text, and can reply by voice if text-to-speech is enabled in its settings. In other channels, voice messages don’t reach it.

The AI Employee replies in the CRM, but deals aren't created

A channel only passes the conversation through; it doesn’t create anything in the CRM. Actions are handled by a talent for the same CRM.

Customers receive duplicate messages

Two common causes: a failure on the channel manager’s side, in which case contact Support and we’ll check what arrived and when; or the customer replies using “reply to message,” and the quote arrives as a separate incoming message.

The AI Employee replies to itself or to another bot

Automated messages from another bot reach the channel, and the AI Employee mistakes them for a customer. Add these messages to the spam filter, or add a rule to the Persona not to reply to messages that start with a specific phrase.

A customer splits one thought into five messages and gets a separate reply to each

Turn on Message Buffer in the channel settings and set the buffer time to 8–16 seconds: the AI Employee waits until the customer finishes and replies with a single message. For website chat, keep the buffer minimal, since visitors expect an instant reply.

The AI Employee takes half a minute or longer to reply

Most often it’s calling talents, such as a PMS or CRM, and waiting for them to respond. Check that nothing unnecessary is connected and that the instructions aren’t too long; also check the platform status at status.aitextura.com. If replies are consistently slow, contact Support with example conversations and response times.

What’s next

Talents

Actions in external systems: deals, bookings, tasks

Notifications

Telegram messages when something important happens in a conversation

Chats

Where to view conversations from all connected channels

Working Hours

When the AI Employee replies across all its channels