Channels

Channels let your agents communicate through the messaging platforms your team and customers already use. Instead of requiring everyone to log in to the Sprigr Teams portal, you can bring your agents to Slack, Telegram, WhatsApp, or embed a chat widget on your website.

Once a channel is connected, messages from that platform flow into Sprigr Teams automatically. The agent responds in real time, and the full conversation appears in your Inbox.

Setting up channels

Each channel type has its own setup process. Select the channel you want to configure below.

WebChat

WebChat

WebChat lets you embed a chat widget on your website so visitors can talk to your agent directly.

1. Enable WebChat on the agent

   Go to the agent’s settings page and find the Channels section. Toggle on WebChat.

2. Copy the embed code

   Once enabled, Sprigr Teams generates an embed code snippet — a small piece of HTML you add to your website. Click Copy to copy it to your clipboard.

3. Add the code to your website

   Paste the embed code into your website’s HTML, just before the closing </body> tag. If you use a website builder (WordPress, Squarespace, Wix, etc.), look for an option to add custom HTML or a script.

4. Customise appearance (optional)

   You can customise the chat widget’s colours, position, and greeting message from the WebChat settings panel.

5. Test it

   Visit your website and look for the chat bubble in the bottom corner. Click it and send a test message to confirm everything is working.

Where to use WebChat

WebChat is perfect for customer support on your website, booking enquiries, and lead capture. The agent responds instantly, even outside business hours.

Slack

Slack

Connect an agent to Slack so your team can interact with it in channels or direct messages.

1. Create a Slack app

   Go to api.slack.com/apps and click Create New App. Choose From scratch, give it a name (e.g. “Sprigr Support Bot”), and select your Slack workspace.

2. Configure OAuth and permissions

   Under OAuth & Permissions, add the required bot token scopes:

   • chat:write — Send messages
   • im:history — Read direct messages
   • im:write — Open direct message conversations
   • channels:history — Read messages in channels the bot is added to
   • app_mentions:read — Respond when mentioned

3. Enable event subscriptions

   Under Event Subscriptions, toggle events on and enter the webhook URL provided in the Sprigr Teams Slack channel settings. Subscribe to the following bot events:

   • message.im — Messages in direct conversations
   • app_mention — When the bot is mentioned in a channel

4. Install the app to your workspace

   Go to Install App and click Install to Workspace. Authorise the app when prompted.

5. Connect in Sprigr Teams

   Back in the Sprigr Teams portal, go to the agent’s channel settings and select Slack. Enter the Bot Token and Signing Secret from your Slack app’s settings page. Click Save.

6. Test it

   In Slack, send a direct message to your new bot or mention it in a channel. The agent should respond within a few seconds.

Note

The Slack bot only responds in channels it has been added to. Invite the bot to a channel with /invite @YourBotName before expecting responses there.

Telegram

Telegram

Connect an agent to Telegram so users can interact with it through a Telegram bot.

1. Create a bot with BotFather

   Open Telegram and search for @BotFather. Send /newbot and follow the prompts to name your bot. BotFather will give you a bot token — copy it.

2. Connect in Sprigr Teams

   Go to the agent’s channel settings in the Sprigr Teams portal. Select Telegram and paste the bot token from BotFather. Click Save.

3. Test it

   In Telegram, search for your bot by the username you chose. Start a conversation and send a message. The agent should respond within a few seconds.

Bot visibility

By default, Telegram bots can only see messages when directly messaged or when added to a group with privacy mode disabled. For group use, send /setprivacy to BotFather and set it to Disable so the bot can see all group messages.

WhatsApp

WhatsApp

Connect an agent to WhatsApp so customers can message your business number and get instant responses.

1. Set up WhatsApp Business API

   You need a WhatsApp Business account and access to the WhatsApp Business API. If you do not already have one, go to business.facebook.com and set up a Meta Business account, then enable the WhatsApp Business API from the Meta for Developers dashboard.

2. Verify your phone number

   Register and verify the phone number you want to use for WhatsApp Business. This is the number customers will message.

3. Get your API credentials

   From the Meta for Developers dashboard, copy your:

   • Phone Number ID
   • WhatsApp Business Account ID
   • Permanent Access Token

4. Connect in Sprigr Teams

   Go to the agent’s channel settings in the Sprigr Teams portal. Select WhatsApp and enter the credentials from the previous step. Set the webhook URL provided by Sprigr Teams in your Meta app’s WhatsApp webhook configuration. Click Save.

5. Test it

   Send a WhatsApp message to your business number from a personal phone. The agent should respond within a few seconds.

WhatsApp policies

WhatsApp has strict policies about business-initiated messaging. Agents can respond freely to customer-initiated conversations, but sending outbound messages (messages you initiate) requires pre-approved message templates. Review Meta’s WhatsApp Business Policy before setting up outbound messaging.

Managing channels

Once connected, you can manage all channels from the agent’s settings page:

• Enable/disable a channel without removing its configuration
• Update credentials if tokens or API keys change
• View activity to see how many messages are coming through each channel

All messages from every channel flow into the same Inbox, so you have a unified view regardless of where the conversation started.

Multi-channel agents

A single agent can be connected to multiple channels simultaneously. For example, your customer support agent could be available on your website (WebChat), in Slack for internal staff, and on WhatsApp for customers — all at the same time.

The agent maintains separate conversation threads per channel and per user, so context does not bleed between unrelated conversations.

Next steps

• Chat — Use the built-in chat interface for direct conversations with agents.
• Inbox — Monitor all channel conversations from a single inbox.
• Agent Settings — Configure which channels are enabled for each agent.
• Creating Agents — Set up new agents to handle specific channels.