Channels overview - ThinnestAI

A channel is a place a customer talks to you. There are four.

Channel	Inbound	Agent replies	Broadcasts	Recognises signed-in customers
Website widget	Yes	Yes	Never — a campaign reaches somebody who is not there	Yes, with signing
WhatsApp	Yes	Yes	Yes	Yes, by phone number
Telegram	Yes	Yes	Not built	No
Voice	Yes, by phone	Yes, out loud	No — a call is not a broadcast	Yes, by phone number

An agent has at most one channel of each kind.

Shopify, WordPress and PrestaShop are not channels. They are doors onto the website widget — ways to get it onto your pages without editing theme code. See Put it on your site.

One agent across all of them

The same knowledge, the same instructions, the same tools. You do not configure a separate WhatsApp bot. Each channel renders what it can. A card that appears as a rich card in the website widget arrives as a native WhatsApp card, and where a channel cannot render something it degrades to text rather than to a blank message.

One customer across all of them

A person who asks on your website and then messages on WhatsApp is one contact with one history — provided the two can be joined on evidence they did not supply themselves. How that works.

What is not built

Instagram and Messenger. Not available. Meta’s rules also forbid marketing content on those outside the 24-hour window, so a campaign lane would not exist there even if the channel did.
Multi-channel campaigns. The picker is real and only WhatsApp can send.
WhatsApp calling. Not yet. Voice answers on a phone number and in the website widget today.