Channels
When a customer sends a message — through your website chat, an email, or a voice call — that message needs to reach the right AI agent. In Creatio AI Studio, a channel is a configured connection between a communication platform and an agent. The platform supports both text-based and voice channels and lets you manage all of them from a single place.
Channel catalog
All configured channels live in the Channels section under Connectivity. From here you can see the state of your workspace at a glance and find any channel quickly. Pay attention to the Unassigned count — a channel not bound to an agent cannot route messages.
Channel types
Creatio AI Studio supports the following channel types.
Web Chat enables real-time text conversations between website visitors and an AI agent. The agent replies in real time with support for typing indicators and file attachments. When the AI cannot resolve a request, the conversation transfers to a human operator in Creatio with an AI-generated summary.
Email connects a Microsoft 365 mailbox to an AI agent. The agent receives inbound email with attachments and thread context, and can reply or send new email depending on the channel mode. Three modes are available: Full for two-way communication, Incoming only for reply-only, and Send-only for outbound notifications.
Creatio Web Chat Widget is an embeddable chat widget for your customer-facing website. It routes visitor messages to an AI agent via webhook and delivers agent responses back to your customer backend.
Voice (LiveKit) enables real-time voice calls via WebRTC. Like other channel types, it requires a name, description, and agent binding.
Binding channels to agents
Every channel has an Agent Binding field that determines which agent processes incoming messages. Without a binding, the channel is set to None and messages are not routed. You can assign or reassign an agent directly in the channel creation form or by editing an existing channel in the catalog.