Channels and communication
Channels are the external communication surfaces through which your AI Employee interacts with users — phone calls, web chat widgets, SMS messages, emails, and social messaging platforms. The Newo platform models each channel as an integration with one or more configured connectors. This section covers how to set up and configure each channel type, send outbound messages from skill scripts, and build agents that work across multiple channels simultaneously.
Prerequisites
Before working through these guides, make sure you are familiar with:
- Integrations and connectors — How integrations define channel types and connectors are the configured instances (see the Core Concepts section)
- Events and the event system — How events route through the platform and how flows subscribe to them (see the Core Concepts section)
- SendCommand — How to send commands to connectors from skill scripts (see Commands and System Events)
Articles in this section
| Article | Description |
|---|---|
| Configuring voice channels | Set up voice connectors with STT, TTS, and voice-to-voice providers. Configure phone numbers, voice filtering, recording, and interrupt behavior. |
| Web Call Widget | Embed a browser-based WebRTC calling widget on any website. Covers script loading, initialization parameters, custom button integration, and lifecycle methods. |
| Building chat and messaging integrations | Configure the Newo Chat web widget for text and avatar-based chat. |
| Social and messaging channels | Connect agents to WhatsApp, Instagram, Facebook, TikTok, and Telegram via ManyChat and the Telegram integration. |
| Sending SMS and email from skills | Send SMS and email messages from skill scripts using SendCommand(). Configure content templates, approval lists, and post-session promotional messages. |
| Multi-channel agent patterns | Route events by channel, detect the current channel in skill scripts, and build agents that adapt their behavior across voice, chat, and SMS. |
Changelog
Channels and communication: initial publication
Published subsection overview page for the Channels and Communication developer guides.
Updated about 9 hours ago