Channels Overview

Overview

Channels are the messaging platforms where your AI assistant communicates with customers. A single assistant can serve customers across all connected channels simultaneously.

Supported Messengers

How Channels Work

1. Add an integration — Connect a messenger account via Integrations
2. Assign an assistant — Choose which AI assistant handles conversations
3. Go live — Messages are automatically handled by the assigned assistant

Each channel creates separate conversations per customer. The assistant treats each channel independently.

You can connect multiple accounts of the same type and assign different assistants to each. See Integrations > Three-Tier Model for details.

Adding a Channel

1. Go to Integrations in the sidebar
2. Click Add Integration
3. Select the channel type
4. Enter credentials and complete authentication
5. Assign an AI assistant
6. Activate the integration

Switching Assistants

Change which assistant handles a channel at any time:

1. Go to Integrations
2. Click on the integration
3. Change the assigned assistant
4. Save

New conversations use the updated assistant. Active conversations continue with the current one. You can also transfer individual chats via API.

Disabling a Channel

Temporarily disable a channel without removing it:

1. Go to Integrations
2. Click the integration
3. Toggle it off

When deactivated, all related chats are cleaned up.

Message Flow

When a customer sends a message:

1. The messenger delivers it to Happ via webhook or API subscription
2. Happ creates/finds the chat and saves the message
3. Five things happen in parallel:
   • WebSocket — Dashboard gets a real-time update
   • AI Processing — If AI is enabled, the assistant generates a response (with 4-second debouncing for rapid messages)
   • Messenger Delivery — AI response is sent back to the channel
   • Webhook — If configured, message is forwarded to your external webhook
   • AI Toggle — /bot command toggles AI mode

Channel Features

For the full API reference, see api.happ.tools/reference.