Use the web agent for the full result
Customers can already describe their request conversationally on the web agent. You do not need a Telegram or WhatsApp bot merely to offer a conversational experience.
The web page can show a plan, estimate, document, or comparison while the customer refines it. A connected messaging channel can help reach customers where they already communicate and direct them to that richer result.
Configure the channel around a task
Channel availability, provider approval, account setup, and supported actions can differ. Ask the Builder to check the exact channel before advertising it.
- Which phone or messaging provider and account the agent should use.
- Which requests it should handle in that channel.
- When it should share a web link or hand off to a person.
- How customer identity and permission will be established.
- What consent, delivery, and failure behavior the workflow requires.
Do not assume shared identity across channels
A phone number or messaging handle is not automatically the same identity as a browser session. Verify continuity, record access, and the fallback when the agent cannot identify the person.
A call followed by a visual result
A caller explains a service request through a configured phone flow. The workflow can direct them to the web experience to inspect the relevant result. Continuing the same private session requires an appropriate identity and access flow.