Channels
A channel is an adapter that turns messages from an outside system into conversations. Agents see every channel in one Inbox and tell them apart by the icon. Channels are configured per site in Settings → Channels (Owner, Admin).
| Channel | How it connects | Agent can write first | Attachments |
|---|---|---|---|
| SendGrid, Resend, Postmark or Custom SMTP, with the provider’s inbound webhook | yes | 25 MB | |
| Live chat (widget) | Script on your site | yes | 10 MB |
| Telegram | Bot token | no | yes |
| Meta Business account | templates only | yes | |
| Web form | Marketing → Forms | no | yes |
| Phone | Your provider or built-in telephony | yes | - |
Messenger, Instagram, Viber and two-way SMS are shown as coming soon tiles.
Pick the e-mail service that sends and receives your mail: SendGrid, Resend, Postmark or Custom SMTP (any other mail server: host, port, encryption, login and password). The first three are connected with an API key. Set the From name and address and an optional Reply-To.
Incoming mail reaches RolChat through the provider’s inbound webhook. The channel shows a ready webhook address: copy it into your provider yourself, and nothing arrives until the provider knows it. A secret proves the mail comes from your provider: with Postmark append it to the address as ?token=<secret>; with Resend paste the signing secret from its webhook page.
Threading: a reply to an agent’s e-mail joins the existing conversation by its headers; a reply within 30 days of resolution reopens it; older replies and new subjects start a new conversation. HTML mail renders in a readable view with a source toggle; CC addresses are kept.
Live chat widget
Section titled “Live chat widget”One floating button whose contents follow the modules that are on: chat, request a callback, book a meeting, leave a request, search the knowledge base. Installation is on the install the widget page.
Per-site settings in Settings → Widget: colours, position, greeting, entry points, avatar, default language, offline behaviour, attachments on or off, working hours. Visitors are identified by session; window.rolchat.identify() links a session to a contact. The widget follows the visitor’s browser language (40 languages, right-to-left for Arabic and Hebrew) and meets WCAG 2.1 AA. The first-load bundle is kept small on purpose so that it does not hurt your page speed.
Telegram
Section titled “Telegram”Each account registers its own bot with @BotFather and pastes the token. RolChat verifies it and registers the webhook. The bot’s /start and /help replies are editable. Contacts get the Telegram name and avatar; photos, video, documents, voice messages and stickers come through. Several bots can be connected. Telegram does not allow the agent to write first.
Connect through Connect with Meta: choose the business account, the WhatsApp Business Account and the phone number; the webhook is registered automatically. One number can be connected to one system only.
Meta’s rules apply: free-text replies within 24 hours of the customer’s last message, approved template messages afterwards. Templates are managed in Settings → Channels → WhatsApp → Templates (name, category, language, body with {{1}} variables), submitted to Meta and synchronised for approval status. Delivery states (sent, delivered, read) show on messages. WhatsApp conversations auto-resolve after 20 hours so that a reopen is still inside the window.
Web forms
Section titled “Web forms”Lead forms and booking forms are built in Marketing → Forms and embedded inline, as a popup or as a link. A submission creates a lead (and optionally a ticket); a booking creates a meeting and a lead. See Marketing.
RolChat is a software layer: you bring a telephony provider from the marketplace of 21 adapters (Twilio, Telnyx, Bandwidth, Vonage, Sinch, Plivo, MessageBird, Datagroup and others), connect any SIP trunk from a local carrier, or use RolChat’s built-in numbers billed on your invoice. Calls become conversations with channel = phone. Everything else is in the Phone guide.
Edge cases worth knowing
Section titled “Edge cases worth knowing”- An inbox is disabled: new messages on that channel are rejected or queued (configurable); existing conversations stay.
- The same customer writes on Telegram while a WhatsApp conversation is open: two conversations, one per channel. Merge by hand if needed.
- A provider webhook fails signature verification: the delivery is dropped, logged and rate-limited; nothing reaches the Inbox.