> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/channels-integrations/text-channels.md). # Text channels Configure text-channel providers and shared Dialogue Manager dependencies for WebAgent. Text channels connect non-voice dialogue channels to WebAgent. Use this section for Email, WebChat, WhatsApp and SMS, Generic Dialogue Provider, and the Dialogue Manager settings they depend on. ## Before you begin Before configuring a text channel: * Confirm the [licensing prerequisites](#licensing-prerequisites). * Confirm that WebAgent is enabled for the environment. * Confirm that Dialogue Manager is configured for text-channel handling. * Request or enable the provider through the current AnywhereNow delivery/support or OnePortal process for the customer environment. * Confirm which provider is enabled for the UCC. * Confirm the provider endpoint and authentication values approved for the environment. * Confirm the active configuration source for the provider settings. * Plan validation with a non-production mailbox, chat widget, number, or provider integration before exposing the channel to production traffic. ### Licensing prerequisites For Dialogue Cloud Neo, Dialogue Manager and the Email, WebChat, WhatsApp/SMS, and Generic Dialogue Provider setup paths require a valid WebAgent license for **Omnichannel Communication**. This entitlement may be included in your subscription or provided through **PUL11, WebAgent for Omnichannel Communication**. Confirm the entitlement with your AnywhereNow representative if you are unsure what your subscription includes. This licensing check does not replace provider enablement or channel configuration. ## Request and change provider settings Use the same setup pattern for each text-channel provider: 1. Request or enable the provider for the customer environment. 2. After enablement, confirm that the required provider settings were provisioned for the UCC. 3. Complete or change provider settings through the active configuration source for the environment. 4. Validate the provider endpoint, WebAgent consumption path, skill assignment, and routing behavior with a test dialogue. {% hint style="warning" %} Do not reuse obsolete SharePoint-only configuration navigation as the default cloud procedure. Use the current Admin Portal / ListsPlugin-backed configuration flow, a delivery-owned configuration record, or YAML/service configuration when that is the active deployment model. {% endhint %} ## Text-channel pages {% content-ref url="/pages/L72yWaEYjAa5o6ITl1iw" %} [Configure Dialogue Manager for text channels](/channels-integrations/text-channels/dialogue-manager.md) {% endcontent-ref %} {% content-ref url="/pages/7S20XxDoXX01DPUJVZeO" %} [Configure email for WebAgent](/channels-integrations/text-channels/email.md) {% endcontent-ref %} {% content-ref url="/pages/OJFGnA9QSYrs7vAdem5L" %} [Configure WebChat for WebAgent](/channels-integrations/text-channels/webchat.md) {% endcontent-ref %} {% content-ref url="/pages/ELNAEkOc2gs99YPCuUOI" %} [Configure the WebChat website front end](/channels-integrations/text-channels/webchat/webchat-front-end.md) {% endcontent-ref %} {% content-ref url="/pages/KJwB1MlNrK81oWypuofr" %} [Configure WhatsApp and SMS for WebAgent](/channels-integrations/text-channels/whatsapp-and-sms.md) {% endcontent-ref %} {% content-ref url="/pages/715tCr24P1kMqKopqkWf" %} [Configure Generic Dialogue Provider](/channels-integrations/text-channels/generic-dialogue-provider.md) {% endcontent-ref %} ## Shared setup areas Most text-channel providers use these shared setup areas: | Area | Use | | --------------------------- | -------------------------------------------------------------------- | | Plugin settings | Enables the provider and stores provider-specific connection values. | | ListsPlugin endpoints | Lets shared configuration changes reach the provider service. | | Skills and agent assignment | Controls which agents can handle dialogues from the provider. | | Plugin attributes | Maps provider data to dialogue and WebAgent behavior. | | Plugin flow settings | Controls routing and provider-specific dialogue flow behavior. | Keep API contract details in API documentation. ## Plugin flow routing examples Generic, WhatsApp, and SMS dialogues can use plugin flow settings to route a conversation to a skill based on dialogue attributes. Common attributes include: | Attribute | Use | | ---------------------------- | ------------------------------------------------------------------- | | Reference Id | Dialogue reference, for example `A365-5555555555`. | | Channel | Dialogue channel, such as `Email`, `WhatsApp`, `SMS`, or `Generic`. | | SenderUri and SenderName | Sender address and display name when available. | | ReceiverUri and ReceiverName | Receiver address and display name when available. | | Subject | Message subject when the channel supplies one. | | Content | Message body. | | Tags | Tags applied to the message. | Use `AND` when multiple rows must match before the action applies. Use `OR` when any one of several rows can match. Add a final catch-all row, such as **None of the above** with a regular expression that matches all remaining items, when unmatched dialogues should route to a default skill. Keep rule order intentional. More specific rules should run before broad catch-all rules. When you review plugin flow settings, keep the row semantics clear: | Field | Use | | ------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Attribute, Operator, and Value | Define the condition that must match. Operators can include equality, empty or non-empty checks, string prefix or suffix checks, containment checks, regular expressions, and numeric comparisons. | | Order | Controls evaluation order. Use decimal numbering when rows belong to the same rule group, for example `1.0` and `1.1`. | | Condition | Links rows in a rule group with `AND` or `OR`. Leave it empty to start a separate rule. | | Action | Defines what happens when the rule group matches. Set the action on the final row of the rule group. | Typical actions include routing to a skill, disconnecting, playing a prompt or text-to-speech message, starting a callback path, sending the customer to voicemail, forwarding, or using a plugin attribute for preferred hunting. Callback-style actions depend on the callback design used by the contact center: a regular callback is handled after the live queue, while a queued callback keeps the customer position in the live queue. {% hint style="warning" %} Plugin flow changes can affect live routing immediately. Validate rule order, grouping, and catch-all behavior with a test dialogue before changing a production UCC. {% endhint %} ## Text-channel capability notes Channel capabilities differ by provider. Confirm the supported behavior before promising a customer journey: | Capability area | Notes | | --------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | Attachments | WebChat and email support attachments. WhatsApp media support depends on the provider and file type. SMS does not support attachments. GDP attachment support depends on the connected platform. | | Reply formatting | WebChat and email can use rich text or HTML where configured. WhatsApp and SMS replies are plain text in WebAgent; WhatsApp client-side formatting can still render for the customer. | | Adaptive cards | WebChat supports Adaptive Cards. Email, WhatsApp, SMS, and GDP do not use WebChat Adaptive Cards. | | Add participants or forward | Email supports email-style forwarding and adding recipients. Other text channels should use requeue or skill transfer where supported instead of email forwarding patterns. | | Outbound sessions | Email supports agent-initiated outbound text sessions when outbound email is enabled. WebChat, WhatsApp, SMS, and GDP do not expose the same outbound-start action in WebAgent. | --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. 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