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IntegrationsMessaging (Slack, WhatsApp)

Messaging — Slack, WhatsApp, Telegram, Line, Teams

Messaging integrations have two flavors: customer-facing (the customer DMs your bot or channel) and internal (your team gets pinged about Omniflow events). Most workspaces use both.

Supported channels

ChannelCustomer-facingInternalAI agent supported
Slack✅ (Slack Connect, shared channels)✅✅
Microsoft Teams✅✅✅
WhatsApp Business✅❌✅
Telegram✅❌✅
Line✅❌✅
Facebook Messenger✅❌✅
Instagram DMs✅❌✅

Slack — internal notifications

Most workspaces start here. Connect Slack to send digests, breach alerts, and assignment notifications to your team’s channels.

  1. Settings → Integrations → Slack → Connect.
  2. Approve the workspace + channels Omniflow can post to.
  3. Configure under Notifications — pick which events post where.

Common patterns:

  • #support-breaches — SLA breach alerts.
  • #qa-outliers — daily list of low-scoring calls.
  • #incidents — pages on real outages.

See Notifications.

Slack — customer-facing

For B2B support over Slack Connect or shared channels:

  1. Install the Omniflow Slack app to the workspace.
  2. Add it to the channel.
  3. Decide which messages the AI agent should answer (e.g. only @omniflow mentions).
  4. Configure handoff to a human via /escalate.

WhatsApp Business

WhatsApp requires a WhatsApp Business Platform account (via Meta Cloud API or BSP).

  1. Settings → Integrations → WhatsApp → Connect.
  2. Choose Cloud API (recommended) or a Business Solution Provider.
  3. Verify the phone number.
  4. Submit message templates for approval (required for outbound messages outside the 24-hour reply window).
ConceptNotes
24-hour windowAfter a customer messages you, you can reply freely for 24 hours.
TemplatesPre-approved messages for outbound outside the window.
PricingPer-conversation, varies by region — surfaces in the integration’s audit log.

Get message templates approved early. Approval can take 24-48 hours; you can’t message customers outside the window without approved templates.

Telegram, Line, Messenger, Instagram

Each of these uses a similar OAuth + bot setup:

  1. Create the bot or business profile on the platform.
  2. Get the access token.
  3. Paste into Omniflow, configure the webhook URL.
  4. Test by sending a message.

The agent panel and inbox UX is identical across channels.

Microsoft Teams

Teams is the only channel where the internal and customer-facing flows diverge significantly. For internal: install the app, post to channels. For customer-facing (B2B partners), use shared channels and treat it like Slack Connect.

Channel-specific quirks

ChannelQuirk
WhatsAppNo rich formatting; emoji are universal. Stickers don’t echo well.
SlackThreading carries semantic weight; treat threads as sub-conversations.
TelegramLong messages get split; long-running calls aren’t supported (text-only).
LineStickers and rich messages have unique IDs you can preserve.
InstagramStrict 24-hour window; tighter than WhatsApp.

Omniflow normalizes channel-specific formatting into a unified rich-text representation, then renders back to each channel’s native syntax on send. You write once, it renders correctly everywhere.

Open in Omniflow

If you want to…Go to
Send Slack alertsNotifications
Connect a phone insteadTelephony
Use templatesCanned Responses & Templates
Telephony (Genesys, Twilio)Email (Gmail, Outlook)