Agent Channels

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What a channel is

A channel is a deployment of an agent. The same agent can run on multiple channels, or you can dedicate one agent per channel. Channels are where messages arrive; the agent is what handles them. You configure channels at AI Agents > [Your Agent] > Channels.

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Available channels

Each channel card on the Channels tab links to that channel’s editor.

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Chat Widget

This is the floating chat bubble customers see on your site. To configure:

1. AI Agents > [Your Agent] > Channels > Chat Widget
2. Toggle which modes the widget exposes: chat, voice, Live Help (real-time video avatar).
3. Set greeting, suggested messages, and post-response actions in the Configure tab.
4. Style colors, trigger icon, and header avatar in the Style tab.

A single widget can show multiple agents using page URL filters or visibility filters — see AI Agents Overview for routing patterns. The widget itself is installed via the Web Widget script tag. Once installed, every page where the script loads serves the agent assigned to the chat widget channel for that org.

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Modes inside the widget

Modes determine what the user can do inside the widget: Each mode can be turned on independently per agent. Customers see whichever modes you’ve enabled as buttons on the widget header.

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Email

Every workspace has at least one inbound email address (e.g. [email protected]). When a customer emails it (or you forward your support address into it), Halo creates a ticket and assigns it to the agent on the email channel. To configure:

1. AI Agents > [Your Agent] > Channels > Email
2. Pick the mailbox this agent owns. (Most workspaces have one mailbox; multi-mailbox setups can route different addresses to different agents.)
3. Enable AI auto-reply so the AI responds to incoming emails automatically.

Custom outbound domains, forwarding setup, sending settings, and reply behavior are configured workspace-wide at Settings > Emails. See:

• Email Overview
• Receiving Emails
• Custom Sending Domain
• Sending Settings

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Slack

Connect a Slack workspace and the agent answers in any channel you map. To set up:

1. AI Agents > [Your Agent] > Channels > Slack
2. Install the Halo Slack app for your workspace (one-time per org).
3. Map the channels where the agent should answer. The agent only responds in mapped channels — DMs are blocked by design.

The Slack agent uses the same instructions, knowledge, and skills as your other agents but adapts the tone for Slack’s conversational style. For the full Slack integration setup (notifications, channel ingestion, etc.), see Slack Integration.

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Help Center channel

When you publish a help center, it includes an embedded chat widget. By default, this widget uses the org’s default support agent, but you can assign a specific agent for help center chat:

• Go to your help center’s settings and pick which agent answers help-center chat.
• Customize the greeting, suggested messages, and color in the help center’s design tab.

The help center channel is conceptually the same as the web widget but scoped to your help center’s URL. See Help Center Overview.

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Multiple agents on one channel

When you have multiple agents that could answer on the same channel, Halo picks based on:

1. Visibility filters — user/company/page URL filters on each agent.
2. Active status — inactive agents are skipped.
3. Default fallback — the oldest active customer-facing agent.

Use this to set up sales-vs-support routing on the widget, region-specific agents, or product-specific agents.

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Where to go next