Channels connect your deployed agents to the surfaces where users interact: chat and messaging apps, voice, and your own website. You add and manage every channel in the Deployments -> Channels workspace, where each channel registers a provider and binds to a deployment.
The provider-side setup, such as creating an app and copying credentials, happens in the provider’s console. Each connection dialog includes on-screen Setup instructions for that channel. Follow those instructions for the current steps and required credentials, then use this guide for the connection settings and configuration each channel exposes.
Before you Begin
Confirm the following before you add a connection:
- You have an active deployment in the target environment, or you bind the connection to the working copy. A connection without an active deployment still saves, and it routes traffic once a deployment exists.
- You have a provider account and the credentials the channel requires.
- You have access to the Deployments workspace for the project.
Add a channel
Add every channel the same way, from the Channels workspace.
- Go to Project -> Deployments -> Channels and select Add Connection.
- Select the channel you want to add. The platform opens that channel’s New Connection dialog.
- Read the on-screen Setup instructions in the dialog. They list the provider-side setup and the exact credentials the channel needs.
- Enter the channel’s fields, then complete the common connection settings.
- Select Create. When a channel uses a webhook, the platform shows the URL to register with the provider.
Each channel has its own required credentials and setup steps. Always follow the on-screen Setup instructions in the connection dialog for the channel you’re adding.
Common Connection Settings
Every New Connection dialog ends with the same settings. The channel-specific fields differ; these don’t.
| Setting | Description |
|---|
| Display Name | A label for the connection, such as Slack Production. Up to 255 characters. Use it to tell environments and workspaces apart in the Channels list. |
| Environment | The deployment the connection binds to. Select an environment to follow its active deployment automatically, or leave the default to use the working copy. When no environment has an active deployment yet, create a deployment first to bind the connection to a published environment. |
| Provider Verification Strength | Controls how strictly the platform trusts the provider’s identity assertions for session continuity and linking. Weak is the default. Choose Strong only for channels or providers whose identity assertions you trust. |
| Initial Status | Active connections are usable immediately. Inactive connections stay saved but disabled until you activate them. |
Available channels
The Channels workspace groups connections the same way the UI does. Select a channel to open its connection dialog.
Chat and messaging
| Channel | Use it for |
|---|
| WhatsApp | Customer messaging on WhatsApp Business through Meta’s Cloud API. |
| Microsoft Teams | Agent conversations in Teams channels and chats. |
| Slack | A Slack bot for channels and direct messages. |
| Telegram | A bot for direct and group chats on Telegram. |
| Email | Inbound and outbound email conversations. |
| Channel | Use it for |
|---|
| Realtime LLM Voice | Live voice on a realtime speech-to-speech model, such as OpenAI Realtime or Gemini Live. |
| Pipeline Voice | Voice through a speech-to-text, LLM, then text-to-speech pipeline on the Kore.ai Voice Gateway. |
| AudioCodes | Voice calls through AudioCodes VoiceAI Connect. |
| Channel | Use it for |
|---|
| Web SDK | An embedded chat widget on your website. |
| Channel | Use it for |
|---|
| Genesys | Text automation in Genesys Cloud contact centers through a Bot Connector. |
| AIforWork | Bidirectional messaging with Kore.ai’s Employee Experience platform. |
Set up WhatsApp
Connect your agent to WhatsApp Business for customer messaging through Meta’s Cloud API.
The dialog collects these fields.
| Field | Description |
|---|
| Display Name | A label for the connection. |
| Provider | The WhatsApp provider. Defaults to Meta Cloud API. |
| Phone Number ID | The numeric Phone Number ID from Meta. |
| Access Token | The access token from your WhatsApp Business app. |
| App Secret | The Meta App Secret that verifies inbound webhook signatures. |
| Verify Token | The secret string you choose for webhook verification. |
Set up Microsoft Teams
Integrate your agent into Teams channels and chats through an Azure Bot registration.
The dialog collects these fields.
| Field | Description |
|---|
| Display Name | A label for the connection. |
| Bot App ID | The Microsoft App ID of your bot registration. |
| App ID | Your Microsoft App ID. |
| Client Secret | The client secret value from your Azure bot registration. |
| Azure Tenant ID | The Directory (tenant) ID from the Azure Overview page. |
Set up Slack
Deploy your agent as a Slack bot for team collaboration in channels and direct messages.
In the New Slack Connection dialog, you can connect two ways. Select Add to Slack to authorize through Slack’s OAuth flow, or select Enter credentials manually instead to paste the values yourself.
The dialog collects these fields.
| Field | Description |
|---|
| Display Name | A label for the connection. |
| Slack Team ID:App ID | Your workspace Team ID and App ID, joined with a colon. |
/api/v1/channels/slack/slash/<Team ID:App ID>.
Set up Telegram
Connect your agent to a Telegram bot for direct and group conversations.
The dialog collects these fields.
| Field | Description |
|---|
| Display Name | A label for the connection. |
| Bot Username | The bot’s username, used as the external identifier. |
| Bot Token | The token from BotFather. |
Set up Email
Process inbound emails and send agent responses by email.
The dialog collects a Display Name. Complete the common connection settings and select Create.
On creation, the platform generates an inbound email address for the connection. Route your email provider to that address. The platform’s SMTP server listens on port 2525, and incoming emails route to the selected agent version.
Set up Realtime LLM Voice
Connect your agent to live phone and browser voice conversations that run on a realtime speech-to-speech model, such as OpenAI Realtime or Gemini Live.
The dialog collects these fields.
| Field | Description |
|---|
| Display Name | A label for the connection. |
| Connection Name | A system name for the connection, such as realtime-voice-prod. Up to 255 characters. |
Configuration
Open the connection and select the Configuration tab. The tab exposes the settings below.
Call routing controls how calls reach the agent.
| Route | Description |
|---|
| Soft Phone (FREE) | Dial the agent from your browser with no DID purchase or telephony charges. Use it for evals, QA, and demos. Launch dialer opens the browser dialer. |
| Phone Number (DID) | Purchase a real phone number through Twilio. Disable this route to stop DID listing and call routing while keeping the number saved. |
| Setting | Description |
|---|
| Semantic convergence | Controls whether realtime voice turns use the coordinated utterance runtime. |
| S2S Provider | The realtime speech-to-speech model: Google Gemini Live (S2S), Grok Realtime (S2S), or OpenAI Realtime. Each uses tenant credentials. |
| Model | The realtime model for the selected provider, such as gpt-realtime-1.5. |
| Voice | The synthesized voice. |
| Speech detection sensitivity | A value from 0.0 to 1.0. Lower values pick up quieter speech. Higher values reduce background-noise triggers. |
| Silence Duration (ms) | The quiet time before the provider treats the caller turn as complete. |
| Prefix Padding (ms) | The audio kept before detected speech so the start of the caller’s utterance is preserved. |
| Noise isolation | Applies server-side noise reduction to inbound call audio to filter out background voices and ambient noise. |
Set up Pipeline Voice
Connect your agent to phone calls through a speech-to-text, LLM, then text-to-speech pipeline on the Kore.ai Voice Gateway.
The dialog collects these fields.
| Field | Description |
|---|
| Display Name | A label for the connection. |
| Connection Name | A system name for the connection. |
Configuration
Open the connection and select the Configuration tab. The tab exposes the settings below.
Call routing works the same as Realtime LLM Voice. Enable Soft Phone for browser testing, or Phone Number to purchase a number for real calls. See Set up Realtime LLM Voice for the routing fields.
Speech recognition transcribes caller audio.
| Setting | Description |
|---|
| Provider | The speech-to-text provider. |
| Language | The recognition language. |
| STT Model | The transcription model. |
| Custom vocabulary | Add a Phrase and optional Boost to bias recognition. Deepgram Nova-3 and Flux use keyterm prompting and ignore boost. Older Deepgram models use keyword intensifiers. |
| Setting | Description |
|---|
| Provider | The text-to-speech provider. |
| Language | The synthesis language. |
| Voice | The synthesized voice. |
| Setting | Description |
|---|
| Barge-in | Allows the caller to interrupt the agent while it’s speaking. |
| Speech Timeout (ms) | The time the agent waits for caller speech before it times out. |
| Welcome Message | The opening prompt the agent speaks, such as Hello! How can I help you today?. |
| Noise isolation | Applies server-side noise reduction to inbound call audio to filter out background voices and ambient noise. |
Set up AudioCodes
Connect voice calls to your agent through AudioCodes VoiceAI Connect.
The dialog collects these fields.
| Field | Description |
|---|
| Display Name | A label for the connection. |
| Bot Identifier | The AudioCodes bot identifier, such as an email address. Up to 255 characters. |
| Authentication Token | The token that authenticates AudioCodes with the platform. |
Credentials
Open the connection and select the Credentials tab to update the saved values. The platform saves and encrypts credentials, so the fields stay masked until you enter new values.
| Field | Description |
|---|
| Use Auth Profile | Authenticate with a saved auth profile instead of a token. |
| Authentication Token | Enter a new token to replace the saved one. |
Configuration
Open the connection and select the Configuration tab. The tab exposes the settings below.
Voice Provider sets the gateway that carries the call. AudioCodes uses the Kore.ai Voice Gateway.
Call routing works the same as Realtime LLM Voice. Enable Soft Phone for browser testing, or Phone Number to purchase a number for real calls. See Set up Realtime LLM Voice for the routing fields.
Select Save Changes to apply the configuration.
Set up Genesys
Connect your agent to Genesys Cloud as a Bot Connector for contact-center automation. This is the text Bot Connector, which differs from the Genesys Audio Connector voice channel.
The dialog collects these fields.
| Field | Description |
|---|
| Display Name | A label for the connection. |
| Stream ID | The Stream ID from your Genesys Bot Connector integration. |
| Client Secret | The bearer token you configured in the Bot Connector settings. |
Set up AIforWork
Connect your agent to Kore.ai’s Employee Experience (EX) platform for bidirectional messaging.
The dialog collects a Display Name. Complete the common connection settings and select Create.
On creation, the platform auto-generates the endpoint URL and a connection secret. The secret is revealed only once, so copy it immediately. To register the endpoint and secret in AIforWork and set the response mode, follow the on-screen Setup instructions. 
