Connect Communication Channels
MultiChat supports multiple communication channels. You can configure one or more channels according to your business scenarios and requirements. Once connected, customer messages from different channels are brought together in the IM customer service system, allowing agents to handle and manage them centrally and making multichannel customer communication simpler and more efficient.
1. MultiChat Native Channels
Use the chat link or SDK provided by MultiChat to add customer service chat directly to your own website, app, or other business pages. Users can communicate directly with your agents without using a third-party social platform.
Currently supported: Chat links and Web SDK / Chat Plugin
Advantages: The chat service is provided directly by MultiChat and does not depend on third-party social platforms such as WhatsApp or Telegram. It is therefore not affected by third-party account risk controls, account bans, or message restrictions. Any number of users can start inquiries and enter the customer service system directly, making this option better suited to high-volume inquiries and stable, long-term customer service scenarios.
Disadvantages: After users leave or close the chat page, they cannot receive new-message notifications in real time as they would in instant messaging apps such as WhatsApp or Telegram. Offline-message reminders can be supplemented with app push notifications and browser notifications to improve message reach.
2. MultiChat Cloud Connections
Authorize and sign in to Telegram, WhatsApp, and other accounts through MultiChat. MultiChat synchronizes their messages and brings incoming messages into the IM customer service system.
Advantages: Setup is simple and you can use existing accounts directly. This option is suitable for quickly connecting multiple platforms without separately applying for each platform's official API.
Disadvantages: It depends on account sign-in status and platform rules. Stability may be affected by the network, account risk controls, or platform restrictions. Some platforms may disconnect or require you to sign in again.
3. Official Channel Connections
Use the official APIs or official account capabilities provided by platforms such as Telegram and WhatsApp to connect messages directly to the MultiChat IM customer service system.
Advantages: Official platform interfaces provide greater stability and long-term reliability, making this option more suitable for established businesses and high volumes of customer messages.
Disadvantages: Connection requirements are relatively higher. Some platforms require an official account, API application, or business verification, and the platform may charge related fees.