Channels And Contacts
Channels are how people and systems communicate with an agent. Contacts define who is allowed to use those channels.
Channel types
| Channel | Use it for |
|---|---|
| Web chat | Direct work with an agent in the product timeline. |
| Inbound and outbound email workflows, including custom mailbox setups where supported. | |
| App channels | Inbound events or messages from connected apps where supported, such as subscribed Discord channels. |
| Inbound webhooks | Developer-triggered events sent to a the platform webhook. |
| Remote MCP | External AI clients managing or messaging agents through MCP. |
Developers should see Webhooks And Events and Remote MCP.
Contacts and allowlists
Contact controls help prevent unexpected communication. A contact may be allowed to:
- Send messages to the agent.
- Receive messages from the agent.
- Help configure or collaborate with the agent where permissions allow.
Admins and owners can manage broader access through Contact Access And Allowlists.
Preferred contact route
Some agents can use a preferred contact route when they need to reach you. Set this only when the route is reliable and appropriate for the agent's role.
Examples:
- Use email for long reports or attachments.
- Use chat for interactive steering and approvals.
Safe channel setup
- Start with web chat until the agent is behaving correctly.
- Add email when communication is part of the job.
- Use contact approvals before external outreach.
- Keep outbound communication explicit in the charter.
- Review app-channel behavior before enabling ongoing triggers.