Channels & WhatsApp, comxbot help

Available channels

Web widget (every plan), email (every plan), WhatsApp Business and SMS via Twilio (Growth+), Telegram (Growth+).

Each channel is configured per assistant, the same assistant can live on multiple channels at once.

Setting up the web widget

Assistant page → Channels → Embed widget. Customise colour, greeting and position with a live preview, then copy the one-line <script> tag.

Paste it before </body> on every page where the widget should appear. The loader is ~3KB and lazy-creates the iframe on first click, so visitors who never engage pay zero bandwidth.

Embedding in SharePoint

Running your intranet or staff/student portal on SharePoint Online (Microsoft 365)? You can drop any comxbot assistant straight onto a page, as a floating bubble or full-width inside the page.

There's one thing a SharePoint admin must do first, allow the comxbot domain (or enable custom script) for the site, otherwise the embed won't render. The full walkthrough, including both embed options and the exact admin step, is in the dedicated guide: comxbot on SharePoint (/help/comxbot-on-sharepoint).

Setting up WhatsApp via Twilio

You'll need a Twilio account and a WhatsApp sender (sandbox for testing, Meta-approved Business profile for production).

In comxbot: Channels → Add Channel → WhatsApp Business → paste Account SID, Auth Token, phone number. We auto-prefix the number with whatsapp:.

After saving you'll see a copy-able webhook URL, paste it into Twilio's 'A message comes in' webhook field for that number. Send a test message and it should reply.

How staff reply over WhatsApp

When the bot escalates a conversation, it appears in /inbox. Open the thread, click 'Draft with AI' if you want a grounded suggestion, edit, hit Send.

comxbot uses Twilio's REST API to deliver your message back to the visitor's WhatsApp. If the send fails (expired session, suspended sandbox), you get a clear toast with the Twilio error.

WhatsApp session windows

Within 24 hours of a customer's most recent message you can reply freely.

Outside that window WhatsApp requires Meta-approved 'message templates'. For sandbox numbers, customers must join the sandbox first using the join code from the Twilio Console.