Channels Overview

LiveTok enables you to engage with customers across multiple channels with a single AI Agent. Deploy once, connect everywhere.

Available Channels

WhatsApp

The world’s most popular messaging platform with over 2 billion users.

Supported Content Types:

• Text - Rich formatted text messages
• Voice - Voice messages (audio recordings)
• Images - Photos and image sharing
• Audio Messages - Voice notes and audio clips

Key Features:

• 98% Open Rate - Messages are read almost instantly
• Rich Media - Share images, documents, videos, and location
• Business Profile - Verified business presence with catalog
• Global Reach - Available in 180+ countries
• Two-Way Communication - Natural conversations with context

Best For:

• Businesses with international customers
• High-engagement customer service
• Appointment booking and reminders
• Order updates and notifications
• Personal shopping assistance

Capabilities:

• Text messages with formatting
• Images and videos
• Voice messages and audio
• PDF and document sharing
• Location sharing
• Quick reply buttons
• List messages (menus)
• Template messages for notifications

Configure WhatsApp →

Telephony

AI-powered voice conversations for inbound calls.

Supported Content Types:

• Calls - Inbound voice calls
• SMS - Text messaging support

Key Features:

• Natural Voice - Human-like AI voice with multiple accents and languages
• Real-Time Processing - Instant response with 0.3s latency
• Call Recording - Automatic transcription and recording
• IVR Replacement - Intelligent routing without button menus

Best For:

• Phone-first businesses (healthcare, professional services)
• High-value customer support
• Appointment confirmations
• After-hours support

Capabilities:

• Inbound call handling
• Call transfer to human agents
• Call recording and transcription
• Multi-language support (25+ languages)
• Custom voice selection
• SMS messaging

Configure Telephony →

Web

Embed an AI chat widget on your website for instant customer engagement.

Supported Content Types:

• Text Messaging - Text-based conversations only
• Voice - Coming soon

Key Features:

• 2-Minute Setup - Deploy with a single line of code
• Fully Customizable - Match your brand colors and style
• Mobile Responsive - Perfect experience on all devices
• No Page Reload - Seamless conversations without interruption
• JavaScript API - Programmatic control and integration

Best For:

• Website visitor engagement
• Lead capture and qualification
• Product recommendations
• FAQ automation
• Support ticket deflection

Capabilities:

• Text-based conversations
• Customizable appearance (colors, position, branding)
• JavaScript API for integration
• Mobile responsive design
• Typing indicators
• Conversation history
• Pre-chat forms

Configure Web Widget →

Multi-Channel Strategy

Unified Experience

Your AI Agent maintains conversation context across all channels. A customer can:

1. Start a conversation on your website
2. Continue via WhatsApp
3. Call your phone line
4. Resume without repeating information

Channel Routing

Configure automatic channel routing based on:

• Customer preference
• Time of day
• Query complexity
• Agent availability
• Business hours

Channel-Specific Features

Each channel has unique capabilities:

Getting Started

1. Choose Your Primary Channel - Start with the channel your customers prefer
2. Configure Your Agent - Set up personality, greeting, and behavior
3. Add Integrations - Connect calendars, CRM, and other tools
4. Test Thoroughly - Verify all scenarios work correctly
5. Go Live - Deploy and monitor performance
6. Add More Channels - Expand to additional channels as needed

Best Practices

Channel Selection

Consider your customers:

• Where do they prefer to communicate?
• What age demographic do you serve?
• What type of support do they need?

Consider your business:

• What hours do you operate?
• How complex are typical inquiries?
• Do you need voice or text support?

Configuration Tips

WhatsApp:

• Use rich media to enhance responses
• Keep messages concise (mobile users)
• Use quick reply buttons for common actions
• Respect opt-in/opt-out requirements

Telephony:

• Keep voice responses natural and conversational
• Avoid long monologues - break up information
• Offer options at decision points
• Always provide option to reach human agent

Web:

• Match widget colors to your brand
• Don’t auto-open immediately (intrusive)
• Use proactive messages based on page context
• Optimize for mobile experience

Channel Management

Dashboard

Monitor all channels from a unified dashboard:

• Real-time conversation status
• Channel-specific metrics
• Response time by channel
• Customer satisfaction scores
• Volume trends

[Screenshot placeholder: Multi-channel dashboard]

Channel Settings

Configure each channel independently:

1. Navigate to Channels in sidebar
2. Select the channel to configure
3. Adjust settings:
   • Enable/disable channel
   • Set business hours
   • Configure greeting messages
   • Set response behavior
   • Configure fallback options

[Screenshot placeholder: Channel settings page]

Testing

Test each channel before going live:

WhatsApp:

• Send various message types
• Test quick replies and buttons
• Verify media sharing works
• Check template message delivery

Telephony:

• Call your number from different phones
• Test various conversation paths
• Verify call transfer works
• Check voicemail handling

Web:

• Test on multiple browsers
• Verify mobile responsiveness
• Check on different screen sizes
• Test with browser extensions enabled

Troubleshooting

WhatsApp Issues

Messages not delivering:

• Verify WhatsApp Business account is active
• Check message template approval status
• Ensure phone number is verified
• Review WhatsApp policy compliance

Rich media not working:

• Check file size limits (16MB for most media)
• Verify file format is supported
• Ensure URL is publicly accessible
• Check media upload permissions

Telephony Issues

Call quality problems:

• Check internet connection stability
• Verify bandwidth requirements
• Test from different locations
• Contact support for carrier issues

Calls not connecting:

• Verify phone number configuration
• Check call routing settings
• Ensure credits/balance available
• Review firewall settings

Web Issues

Widget not showing:

• Check JavaScript console for errors
• Verify embed code is correct
• Clear browser cache
• Check for conflicts with other scripts

Mobile display problems:

• Test on actual devices
• Check viewport meta tag
• Verify responsive CSS
• Review z-index conflicts

Analytics

Track performance across all channels:

• Response Time - Average time to first response
• Resolution Rate - Percentage of queries resolved by AI
• Customer Satisfaction - CSAT scores by channel
• Volume Trends - Messages/calls over time
• Peak Hours - Busiest times by channel
• Handoff Rate - How often AI transfers to human

View Detailed Analytics →

Next Steps

• Set Up WhatsApp Channel
• Configure Telephony
• Deploy Web Widget
• Add Integrations
• Build Knowledge Base

Need Help?

Contact support or check our Developer Documentation for advanced configuration options.