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. The counters above the list report Total Channels, Voice Channels, and Unassigned. 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 over a browser WebSocket connection. The agent replies in real time with support for typing indicators and file attachments. Where handoff is enabled for your organization, a request the AI cannot resolve transfers to a human agent in Creatio with an AI-generated summary. Learn more: Add a Web Chat channel.
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: Receive & send for two-way communication, Receive only for a mailbox the agent reads without answering, and Send only for outbound notifications. Learn more: Add an Email channel.
Voice enables real-time voice calls via WebRTC. Out of the box, a real-time voice model hears the caller and speaks the agent's reply. A pipeline that chains separate speech-to-text, language, and text-to-speech models is enabled per organization and appears only where it has been turned on. Learn more: Add a Voice channel.
Creatio.ai Twin reaches an agent through the platform's own internal assistant instead of a public surface. It is the channel type for agents your colleagues use inside Creatio, and the only type a personal agent can create for itself.
Microsoft Teams reaches an agent from inside Teams. It is coming soon and appears in the channel type picker as such.
Further channel types, such as Creatio Web Chat Widget, are enabled per organization and appear in the picker only where they have been turned on.
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. Set it in the channel creation form, and change it later in the Routing block on the channel's Overview tab.
For Web Chat, Email, and Voice channels, the Routing block also holds the Environment field once an agent is bound. It sets the environment the channel serves. A voice channel runs the agent version that is published and deployed to that environment, so edits you have not published do not reach callers.