Integrations

Overview

The Integrations module is where you connect your chatbot to the outside world, allowing it to interact with users across a wide variety of digital channels. This feature transforms your bot from a standalone application into an omnichannel communication tool, enabling you to deploy a single, centrally managed bot on your website, mobile app, and popular messaging platforms like WhatsApp, Facebook Messenger, Instagram, and more.

Each channel can be configured independently, allowing you to tailor the bot's appearance, default messages, and initial interactions to suit the specific context and user expectations of that platform. You can customize welcome messages, set up channel-specific languages, and configure UI elements like pop-up behavior and welcome banners for web-based chats.

For third-party platforms, this section is where you provide the necessary credentials, such as API keys, access tokens, and webhook URLs, to authorize the connection and enable communication between the chatbot and the channel.

Supported Channels

Channel	Description	Prerequisites
Web	Embed a chat widget on any website with extensive customization (themes, logos, auto pop-ups, form assist)	Website with HTML access
WhatsApp	Engage users on WhatsApp with interactive messages, buttons, lists, and catalogue support	BSP (Business Service Provider) account, verified WhatsApp Business number
Android	Integrate the chatbot natively into your Android mobile application via SDK	Android project with Gradle
iOS	Integrate the chatbot natively into your iOS mobile application via SDK	iOS project with CocoaPods or Swift Package Manager
Facebook Messenger	Deploy the bot to handle customer conversations on your Facebook business page	Facebook Business Page, Developer App
Instagram	Connect the bot to your Instagram business account for direct messages and story replies	Instagram Business Account linked to Facebook Page
Google Business Messages	Allow customers to chat with your bot from Google Search and Maps	Google Business Profile, verified business
Telegram	Deploy the bot on Telegram for secure messaging	Telegram Bot Token from BotFather
Viber	Provide customer service and engagement on the Viber messaging app	Viber Bot Account
RCS	Rich Communication Services providing app-like messaging in native Android SMS apps	RCS agent registered with carrier
Microsoft Teams	Deploy the bot internally for employees within your MS Teams environment	Azure AD App Registration, Teams admin approval
Google Home	Create a voice-based bot for Google's smart home assistant	Actions on Google project
Alexa	Develop an Alexa Skill so users can interact with your bot through Amazon's voice assistant	Amazon Developer Account, Alexa Skill

How to Set Up Channel Integrations

Navigating to Integrations

1. Log in to the Exo-Chatbot console.
2. From the main navigation panel on the left, click on Integrations.
3. You will see a list of all available channels. Each channel has a card or tile showing its connection status (Connected, Not Connected, or Pending).

Setting Up the Web Channel

The Web channel is the most common deployment method. It allows you to embed a chat widget on any website by adding a small JavaScript snippet.

Step 1: Configure the Widget Appearance

1. Click on the Web channel tile.
2. In the configuration panel, customize the following:

Setting	Description
Widget Title	The name displayed in the chat header (e.g., "Support Chat")
Widget Color	The primary accent color for the chat widget
Widget Position	Where the chat icon appears on the page (bottom-right or bottom-left)
Bot Avatar	The image displayed next to bot messages
Welcome Message	The initial message shown when a user opens the chat
Welcome Banner	An optional promotional image displayed at the top of the chat window
Auto Pop-up	Configure whether the widget opens automatically after a set delay
Auto Pop-up Delay	The number of seconds before the widget automatically opens

Step 2: Configure Chat Behavior

Setting	Description
Persistent Chat	When enabled, conversation history is preserved across page navigations and browser sessions
Show Typing Indicator	Display animated dots while the bot is processing a response
Enable Sound Notification	Play a sound when the bot sends a message
Enable File Upload	Allow users to upload files (images, documents) within the chat
Language	Set the default language for the web widget

Step 3: Embed on Your Website

1. Click the Get Embed Code button.
2. Copy the generated JavaScript snippet.
3. Paste the snippet into the HTML of your website, ideally just before the closing </body> tag.
4. Save and publish your website. The chat widget will now appear on the configured pages.

Setting Up WhatsApp

WhatsApp integration requires a BSP (Business Service Provider) account and a verified WhatsApp Business number.

1. Click on the WhatsApp channel tile in the Integrations section.
2. Select your BSP Provider from the dropdown (e.g., Exotel, Gupshup, Twilio).
3. Enter the required credentials:

Field	Description
API Endpoint	The base URL provided by your BSP for sending and receiving messages
API Key / Auth Token	The authentication credential provided by your BSP
WhatsApp Business Number	The verified phone number registered with your BSP
Webhook URL	The URL provided by the Exo-Chatbot platform to receive incoming messages (auto-generated)

4. Copy the Webhook URL provided by the platform and paste it into your BSP's webhook configuration.
5. Click Save and Verify. The platform will attempt a test connection.
6. Once verified, the status will change to Connected.

Setting Up Facebook Messenger

1. Click on the Facebook Messenger channel tile.
2. Click Connect with Facebook. You will be redirected to Facebook to authorize the connection.
3. Log in to your Facebook account and select the Facebook Business Page you want to connect.
4. Grant the required permissions (manage pages, send and receive messages).
5. After authorization, you will be redirected back to the Exo-Chatbot console.
6. Configure the channel-specific settings:

Field	Description
Welcome Message	The greeting text displayed when a user starts a conversation
Get Started Button	Enable a "Get Started" button that triggers an initial flow
Persistent Menu	Configure quick-access menu items visible throughout the conversation

7. Click Save. The bot is now live on your Facebook Page.

Setting Up Instagram

1. Ensure your Instagram account is a Business Account linked to a Facebook Page.
2. Click on the Instagram channel tile.
3. Click Connect with Instagram. You will be redirected to authorize via Facebook.
4. Select the Instagram Business Account to connect.
5. Grant the required permissions for messaging.
6. Configure channel settings such as the Welcome Message and Ice Breakers (suggested questions shown to new users).
7. Click Save.

Setting Up Telegram

1. Create a Telegram bot by messaging @BotFather on Telegram and using the /newbot command. BotFather will provide a Bot Token.
2. In the Exo-Chatbot console, click on the Telegram channel tile.
3. Paste the Bot Token into the provided field.
4. Click Save and Verify.
5. Once connected, any messages sent to your Telegram bot will be handled by the chatbot.

Setting Up Microsoft Teams

1. Register an application in Azure Active Directory and note the Application ID and Secret.
2. In the Exo-Chatbot console, click on the Microsoft Teams channel tile.
3. Enter the required credentials:

Field	Description
Application ID	The Azure AD App Registration ID
Application Secret	The client secret generated in Azure AD
Tenant ID	Your Azure AD Tenant ID

4. Click Save and Verify.
5. A Teams app manifest will be generated. Download it and upload it to your Microsoft Teams Admin Center for distribution to your organization.

Setting Up Mobile SDKs (Android / iOS)

For Android and iOS, the integration is done through SDKs that you add to your native mobile application.

1. Click on the Android or iOS channel tile.
2. Copy the Bot ID and API Key provided.
3. Follow the platform-specific SDK integration guide:
   • Android: Add the SDK dependency to your build.gradle file, initialize it in your Application class with the Bot ID and API Key, and launch the chat activity.
   • iOS: Add the SDK via CocoaPods or Swift Package Manager, initialize it in your AppDelegate with the Bot ID and API Key, and present the chat view controller.
4. Build and test your mobile application. The chatbot will be available as an in-app chat.

Managing Connected Channels

Once a channel is connected, you can manage it from the Integrations page:

• Edit Configuration -- Click on a connected channel to modify its settings (welcome messages, appearance, credentials).
• Disconnect -- Remove the channel connection. This stops the bot from responding on that channel.
• Test Connection -- Re-verify the connection to ensure credentials are still valid.

Best Practices

tip

• Start with One Channel, Then Expand -- Deploy and thoroughly test on the Web channel first before rolling out to WhatsApp, Messenger, or other platforms. This lets you identify and fix issues in a controlled environment.
• Customize Messages Per Channel -- User expectations differ across platforms. A formal tone may work for Web, while WhatsApp users expect a more conversational style. Customize welcome messages and response styles accordingly.
• Use Channel Filters in Your Flows -- Use the Channel Filter logic node in the Flow Builder to deliver channel-specific content. For example, you can send carousels on Web but use list messages on WhatsApp.
• Keep Webhook URLs Secure -- The webhook URLs connecting third-party platforms to your bot should be treated as sensitive. Do not share them publicly or commit them to version control.
• Enable Persistent Chat for Web -- For most use cases, enabling persistent chat improves the user experience by preserving conversation history across page navigations and return visits.
• Test on Actual Devices -- After setting up mobile or messaging channels, always test the end-to-end experience on actual devices, not just the preview within the console.

Common Mistakes

Avoid these pitfalls

• Deploying to All Channels Simultaneously -- Launching on every channel at once increases the risk of issues going unnoticed. Deploy incrementally and monitor each channel's performance before adding the next.
• Using the Same Welcome Message Everywhere -- A welcome message designed for a website chat widget may not work well on WhatsApp or Telegram. Tailor messages to each channel's conventions and character limits.
• Forgetting to Configure Webhooks -- For WhatsApp and other BSP-based channels, forgetting to paste the webhook URL in the BSP's dashboard means incoming messages will never reach your bot.
• Not Testing After Credential Updates -- If you rotate API keys or tokens with your BSP, you must update them in the Integrations settings and re-verify the connection. Stale credentials will silently break the channel.
• Ignoring Channel-Specific Limitations -- Each platform has its own rules. For example, WhatsApp restricts the use of template messages outside a 24-hour window, and Facebook requires page-level messaging permissions. Not accounting for these constraints leads to delivery failures.
• Embedding the Web Widget on Every Page -- For some use cases, having the chat widget on every page (including checkout or payment pages) can be distracting. Use conditional loading to show the widget only where it adds value.

Related

• Chatbot Platform Overview
• Settings
• Workflows
• Analytics
• Logic