Channels

A channel is the surface through which an end-user talks to your bot. AdaptCX supports multiple channels; the same bot flow works across all of them (with channel-appropriate rendering — Rich Content falls back to text on SMS, Voice Prompt uses TTS on voice, etc.).

Available channels

Channel	Reach
Web	Chat widget embedded on your website (most common)
SMS	Text message via Telnyx (or other carrier)
WhatsApp	WhatsApp Business messages
Voice	Inbound phone calls, TTS + STT
CCaaS	Live-agent handoff to Genesys Cloud, Amazon Connect, 8x8, or Google CCAI

Additionally, agent-facing channels handled through the Agent Desktop rather than the widget: email, Telegram, Slack.

Which channels a bot serves

A bot can serve any subset of channels. Configure per bot in Operations Portal → [bot] → Channels. Each channel enabled surfaces its own configuration (phone number, WhatsApp business account, etc.).

Channel-specific behavior

The flow builder produces one graph that runs on every channel — but some node types behave differently:

Node	Channel behavior
Send Message	Plain text on all channels; TTS on voice
Rich Content	Cards + images on web, WhatsApp; text fallback on SMS + voice
Voice Prompt, Voice Input, IVR Menu	Voice only; no-op on non-voice channels (configurable)
Quick Replies	Chips on web; numbered options on SMS; spoken options on voice
Form	Inline form on web; sequential prompts on SMS/voice
Handoff	CCaaS transfer — behavior depends on target provider

The test panel always simulates the web channel. Test other channels by deploying to a test SMS number or dialing a test phone.

Channel identity variables

Available in every flow as system variables:

• {{sys_channel}} — one of web, voice, sms, whatsapp
• {{sys_locale}} — the caller/user's language
• {{sys_user_id}} — populated after Authenticate

Route on channel with a Condition when behavior needs to differ:

Rules:
  1. expr: sys_channel == "voice"
     → voice-specific greeting

  2. expr: sys_channel == "sms"
     → SMS-specific greeting

Default:
  → web / other channel greeting

Or use different bots for different channels if the flows are meaningfully divergent.

See also

• Each channel's own page for setup + configuration
• Publishing — how bot versions roll out across channels
• Widget — the web channel's UI