Channels

A channel is a messenger, CRM system, or other platform through which your AI employee communicates with real customers. Without a connected channel, the agent only works in the test chat inside AI Textura.

Telegram

Direct connection of a Telegram bot or personal account

Messengers via aggregators

WhatsApp via Wazzup, Umnico, SendAPI, Jivo, and more

amoCRM and Kommo

Connect your CRM via OAuth — channel and/or talent

Bitrix24

Bitrix24 open channels + CRM operations via talent

What is a channel

A channel is a messenger, CRM system, or other platform through which your AI employee communicates with real customers. A Telegram bot, an amoCRM integration, a WhatsApp connection through Wazzup — these are all channels.

Without a connected channel, the agent only works in the test chat inside AI Textura. This is convenient for setup and debugging, but to have the employee start responding to real customers, you need to connect at least one channel.

One channel = one employee. You cannot assign multiple AI employees to a single channel.
However, one employee can be connected to multiple channels — for example, Telegram + amoCRM.

The work schedule is configured at the agent level and applies to all of its channels simultaneously. If you need different schedules for different channels, create separate AI employees.

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Supported platforms

The “Connect new channel” dropdown currently lists 10 platforms:

Channel	Type	Purpose
Telegram	Messenger	Direct connection via a bot token from @BotFather. Personal and Group channel types are supported
amoCRM	CRM system	OAuth connection. Managers see conversations in the deal card
Bitrix24	CRM system	REST webhook for Bitrix24 open channels
Kommo	CRM with messengers	International counterpart of amoCRM. WhatsApp, Telegram, Instagram, and VK are built in
Salebot	Automation platform	Bot and funnel builder. WhatsApp, Telegram, VK, Viber
Umnico	Messenger aggregator	Combines WhatsApp, Telegram, Instagram, VK, Viber, Facebook, and others
Wazzup	WhatsApp integration	Specializes in WhatsApp connections (personal and Business API). Also Instagram / Avito / Telegram
SendAPI	Universal API	For custom integrations via HTTP webhooks
HelpDeskEddy	Helpdesk platform	Ticket system with messenger support
Jivo	Live chat and omnichannel	Website widgets, messengers, and email in one window

WhatsApp, Avito, and the website widget cannot be connected as standalone channels.

• WhatsApp is connected through Wazzup (or Umnico, Kommo, SendAPI). See Messengers via aggregators.
• Avito and the website widget are not yet available as separate channels — stay tuned for updates.

If you need to connect WhatsApp, Instagram, or other messengers but do not use a CRM system, an aggregator (Umnico, Wazzup) is the simplest solution.

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Channel vs Talent

Many platforms (Bitrix24, amoCRM, Kommo) can be connected twice — as a channel and as a talent:

	Channel	Talent
Where it is configured	The agent’s Channel tab	The agent’s Talents tab
Purpose	Source of incoming messages	CRM actions (creating deals, finding contacts, assigning responsible managers)
Technology	REST webhook / OAuth	MCP server (Model Context Protocol)
Can work without the other	Yes	Yes

The channel and the talent for the same CRM can be connected at the same time. The channel handles the conversation with the customer; the talent performs CRM operations on behalf of the AI employee.

Learn more: Bitrix24 as a talent, amoCRM as a talent.

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Connection types

Connection type	When to use	What you need
Direct connection (Telegram)	Quick and free AI launch	A Telegram account and a bot
Connection via CRM	If you have amoCRM, Kommo, or Bitrix24	OAuth authorization or a webhook
Connection via aggregator	If you have no CRM but need WhatsApp, VK, Instagram, etc.	Registration and an API key from the aggregator service

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Channel section interface

Open the desired AI employee and go to the Channel tab. Inside there are two sub-tabs:

Sub-tab	What’s inside
Connect new	Catalog of all available platforms. Filters: Available (not yet bound to any agent) and Other agents
Connected	Channels already linked to this employee

A search bar at the top lets you search by channel name or platform.

For each connected channel you can see:

• Bot name — for example, @my_hotel_bot
• Platform — for example, Telegram
• Owner — the user who connected the channel

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Connected channel settings

After connecting a channel, click on it in the Connected tab to open settings.

Setting	Values	Description
Active	On / Off	Enables or disables the channel. A disabled channel remains in the list but the agent stops responding
Free	On / Off	Messages through this channel are not billed. Useful for testing
AI inline buttons	On / Off	The agent can send quick-select buttons directly in the chat
Message buffer	On / Off	The agent waits a few seconds before responding so the customer can finish their thought
Buffer time	Slider (seconds)	How long to wait for new messages. Appears when the buffer is enabled
Auto-clear history	On / Off	Old chat messages are automatically deleted on a schedule
Channel type: Personal	—	The bot communicates with the customer one-on-one
Channel type: Group	—	The bot works in a group chat

Message buffer

The buffer is useful when customers send a single thought across multiple consecutive messages. Without the buffer, the agent will start responding after the first message without waiting for the rest.

1. Open channel settings

   Click the connected channel in the Connected tab.

2. Enable the buffer

   Toggle on the Message buffer switch.

3. Set the wait time

   Adjust the Buffer time — 3-5 seconds is recommended.

4. Save changes

   Click Save.

The recommended buffer time is 3-5 seconds. That’s enough for a customer to finish their thought. More than 10 seconds is too long; less than 1 second has no effect.

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How to connect a channel to an employee

1. Open the employee card

   Go to AI Employees and select the desired agent.

2. Open the Channel tab

   Open the Connect new sub-tab and pick a platform from the list.

3. Create or select a channel

   In the side panel, choose Create (a new connection) or Existing (a previously created channel).

4. Fill in the details and connect

   Enter the channel name, paste the token / API key / webhook, and click Connect.

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How to transfer a channel between employees

1. Disconnect the channel from the current agent.
2. Open the desired agent and go to the Channel tab.
3. Connect the channel through the Existing sub-tab.

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Important rules

Disabling a channel and disabling an employee are different actions. If you disable the channel, the system stops seeing incoming messages. If you disable the employee, messages keep coming in but the AI does not respond to them.

If you need to temporarily switch to manual responses by managers, disable the employee, not the channel. That way the conversation history is preserved.

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FAQ

Can I connect multiple channels to one employee?

Yes, you can connect as many channels as you like. For example, one employee can simultaneously work in Telegram and amoCRM.

Can I set different schedules for different channels?

The schedule is configured at the agent level and applies to all of its channels simultaneously. If you need different schedules, create separate AI employees.

How do I connect WhatsApp?

WhatsApp cannot be connected directly — use an aggregator. The simplest path: register with Wazzup or Umnico, connect WhatsApp there, then integrate the aggregator with AI Textura via API key.

Can I connect Avito or a website widget?

Avito and the website widget are not currently available as standalone channels. Avito can be connected via aggregators (Umnico, Wazzup, SendAPI) that support it. The website widget is still in development.

The agent is created but does not respond to customers. What is wrong?

Check three things: (1) agent status — it should be “Active”; (2) at least one channel is connected; (3) the work schedule is configured — the agent might currently be “off shift.”

Do voice messages work in all channels?

No. Currently voice messages are only supported in Telegram. If you need IP telephony, contact support.

What is the difference between Personal and Group channel types?

A Personal channel is a one-on-one conversation between the bot and the customer. A Group channel allows the bot to work in group chats. For most tasks, the Personal channel is recommended.

What's the difference between a channel and a talent for the same CRM?

A channel is the source of incoming messages from the CRM (via webhook or OAuth). A talent is an MCP server through which the AI performs operations in the CRM (creating deals, finding contacts, assigning managers). They can be connected at the same time. See Bitrix24 and amoCRM.