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Channels

Everything lives on one page: Channels. Every way a customer can reach your agent — Telegram, Instagram, WhatsApp, Facebook Messenger, and your website widget — is a card there with the same anatomy:

provider · status · agent · actions

Only the connect step differs per provider (paste a token / log in / copy a snippet). Once connected, they all behave identically: same conversations, same order tools, same human takeover.

The agent picker

Every channel card has an agent dropdown. This is the persona (name + instructions) that answers on that channel. Set it per channel — your Instagram might run a sales agent while your Telegram runs support — or leave it on Default to use your first active agent. Changing it takes effect immediately.

Agents themselves are created under Agents. Tools (which turn a channel into an order-taker, enable escalation, etc.) are enabled once under Tools and apply to every channel — tools change what the agent can do, channels are just where it talks.

Telegram

  1. Create a bot with @BotFather and copy the token
  2. On the Channels page, click Connect Telegram bot, paste the token, pick an agent, and optionally set a welcome message (shown on /start)

You can connect several Telegram bots (e.g. separate bots per branch or per purpose) — each is its own card.

Telegram is also how you can receive orders — a group with Confirm/Cancel buttons — configured under Orders → Delivery Settings. That's independent of running a customer-facing bot; if you have more than one bot, you pick which one posts order notifications.

Instagram, WhatsApp, Facebook Messenger

Connected through a secure hosted authentication flow:

  1. On the Channels page, click Connect on the platform
  2. A new tab opens with the provider's login — sign in with the account that owns your DMs
  3. The card shows the account as connected

Notes:

  • Your credentials are never seen or stored by RagSystem
  • The agent answers direct messages; each customer gets a persistent conversation with history
  • If you reply from your own Instagram/WhatsApp app, the agent detects it and pauses on that conversation automatically — you never talk over each other
  • Multiple accounts per platform are supported; disconnect any from its card

Website widget

The Website Widget card is always present — it's your site's chat, and it can't be removed (only its agent changed). From the card you can copy the embed snippet and open Customize appearance for colors, position and greeting.

Widget conversations appear in the same inbox as every other channel. One difference: dashboard replies can't be pushed to an anonymous website visitor, so the widget is bot-only (no human takeover push).

Conversation memory

Per customer and channel, the agent remembers the recent conversation (24-hour session window). A returning customer continues where they left off; after a day of silence a fresh conversation begins.