Channels
A channel is how customers reach an agent. Each channel has one entry point, such as a website widget or a phone number, and serves one published release of one agent. Publishing a new release does not change any channel: you choose when each channel moves to it.
New conversations use the release the channel serves when they start. Conversations already in progress keep the release they started with, so updating or rolling back a channel never changes an open conversation.
Channel types
Section titled “Channel types”| Type | Console name | How customers reach the agent |
|---|---|---|
| Website widget | Live chat widget | A chat (and optional voice) widget on your website. See Install the website widget. |
| WhatsApp Business | Messages to a connected WhatsApp Business number. | |
| Messenger | Facebook Messenger | Messages to a connected Facebook Page. |
| Messages to a connected Instagram professional account. | ||
| Phone | Telephone | Inbound calls to a Twilio or Telnyx number you connect. |
For WhatsApp, Messenger, Instagram and phone, you first connect the provider account in the console under Integrations then Communication channels. Caplo verifies the account before you can choose it in a channel. Detailed setup guides for these channel types will be added to these docs later.
Before you start
Section titled “Before you start”- Publish at least one release of the agent. Only agents with a published release can be chosen for a channel. See Publish an agent.
- You need a workspace role that can configure channels: Owner, Admin or Builder. Other roles can view channels but not change them. See Workspaces and roles.
Create a channel
Section titled “Create a channel”-
In the console, open Channels under Deploy.
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Select Create channel and choose the channel type.
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Enter a Channel name, choose the Agent and the Agent release it should serve, then select Set up connection.
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Complete the entry point details for the type. For a website widget, add the allowed website origins and a widget design. For a provider channel, choose the connected account and number, Page or profile.
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Select Create channel. For a website widget, the console opens the entry point editor, where you configure the conversation and copy the embed code. See Install the website widget.
The channel page shows What customers get: the agent release, each entry point and its state, and Launch checks. Select Review checks to see which release, tool, knowledge or entry point settings still need attention.
Deploy a new release
Section titled “Deploy a new release”When the agent has a newer release than the one a channel serves, the channel shows Update available.
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Open the channel in Channels.
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Under Agent release, select Update to followed by the newest release. The dialog shows the release you serve now, the release after the update and its release note.
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Confirm the update. New conversations start on the new release.
To pick a specific release, or to point the channel at a different agent, select Change release (or Edit channel), choose the Agent and Agent release, then select Save changes.
List your channels and the release each one serves:
caplo channel listcaplo channel get "Website"Point a channel at its agent’s newest release that is not revoked:
caplo channel deploy "Website"Pick a release with @ and a version or release number, or point the channel at another agent:
caplo channel deploy "Website" --agent "Shop Concierge@1.4.0"When two channels share a name, name the channel as kind/name (for example website/Website or whatsapp/Support) or use its ID. deploy asks for confirmation; add --yes in scripts. See caplo channel deploy.
Roll back
Section titled “Roll back”Open the channel, select Change release, choose the earlier Agent release and select Save changes. New conversations use that release from then on.
Point a channel back at the newest release of its agent that is older than the one it serves and not revoked:
caplo channel rollback "Website"The release is served exactly as it was published. To move forward again, run caplo channel deploy. See caplo channel rollback.
Pause a channel
Section titled “Pause a channel”Pause channel stops new conversations on every entry point of the channel. Conversations in progress continue. Select Resume channel to accept new conversations again.
A website widget channel can be deleted with Delete. WhatsApp, Messenger, Instagram and phone channels can be paused but not deleted from the console.