Channels

Aiva and your team answer on your website, Telegram and Discord

Aiva answers from the same knowledge on every channel. Your team replies to every conversation from one inbox, or from Discord and Telegram.

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Telegram and Discord conversations arrive next to Webchat

Your team replies from the inbox, and each reply reaches the customer in Webchat, Telegram or Discord.

Webchat

Aiva and your team on every page of your website

Customers find your articles and talk to Aiva and your team without leaving your website.

Setup: One script on any website, or the steps for your platform
Aiva: Answers on every page and links the article behind each answer
Your team: Replies in the same thread when Aiva hands over

See what Webchat does

Webchat open on its home screen in Keelwatch’s colors: a button to send a message, with the team shown as active, a search field and Keelwatch’s help collections.

Aiva answers customers in your own Telegram bot

Customers message a bot that carries your business’s name and picture.

Liam’s chat with the Keelwatch Support bot in Telegram: he writes that his heartbeat monitor reports late although his cron job ran on time, the bot explains the time zone difference, and Liam confirms he fixed it.

The same Telegram conversation in Keelwatch’s inbox, with Aiva’s answer and Liam’s reply.

Setup: Create a bot with BotFather and paste its token
Aiva: Answers chats with the bot, and with Telegram Business, chats in your own account
Your team: Replies from the inbox or from a topic in your Telegram group

Discord

Aiva and your team answer tickets in your Discord server

Aiva greets each new ticket and answers in it. When someone from your team writes in the ticket, Aiva steps back.

Setup: Add the Aiva bot to your server and choose your ticket category
Aiva: Answers in tickets, and in the channels you choose when someone mentions Aiva
Your team: Replies in the ticket or from the inbox, and from a private thread for any conversation

Marco’s ticket in the Keelwatch Community Discord server: Aiva answers two questions about pausing monitors during a deploy with a help center article, passes his third question on, and Samuel’s reply from Assistify arrives in the ticket.

The same ticket in Keelwatch’s inbox: Aiva’s summary of the handover to the Support team and Samuel’s reply.

Inbox mirroring

Your team answers every conversation from Discord or Telegram

Inbox mirroring gives each conversation, from every channel, a private thread in your Discord server or a topic in your team’s Telegram group. A teammate replies there, and the reply reaches the customer on the channel they wrote from.

Discord: A private thread per conversation, with buttons to claim, resolve, stop Aiva and add an internal note
Telegram: A topic per conversation, with a pinned card and an icon that show who has it
Plan: Business

A private thread in Keelwatch’s Discord server for Mia’s Webchat conversation: the card naming Nora as the assignee with its buttons, Mia asking for her new company name on her invoices, Aiva passing the request to the team, the escalation with its summary and next step, Nora’s reply typed in the thread, and Mia’s thanks.

The topics of the Keelwatch Team group in Telegram: one per conversation, named after the customer, each with an icon for Aiva answering, a teammate on it or a request waiting for the team.

Aiva API

The Aiva API brings Aiva into your own app

Your server sends each customer message to Assistify, and Aiva’s reply arrives at your callback address.

Setup: Request access, then create a key in Settings
Aiva: Answers each message your server sends
Your team: Replies from the inbox, and each reply reaches your callback address

Read the API guide

Request from your server

POST https://assistify.chat/api/v1/messages
Authorization: Bearer ak_…

{
  "externalConversationId": "kw-app-8842",
  "externalUserId": "acct_8842",
  "content": "Can I pause every monitor during a deploy?",
  "idempotencyKey": "7c1e2a90-…"
}

Event at your callback address

{
  "event": "ai.reply",
  "conversationId": "cmg4x2kqp0003lb08w7h1v9zr",
  "content": "Yes. Pause the monitor group when the deploy starts…",
  "timestamp": "2026-10-01T13:21:12Z"
}

What each channel supports

Every channel reaches the same inbox and the same Aiva.

What each channel supports
	Webchat	Telegram	Discord	Aiva API
Answers from Aiva	Supported	Supported	Supported	Supported
Conversations in the inbox	Supported	Supported	Supported	Supported
Team replies from the inbox	Supported	Supported	Supported	Supported
Inbox mirroring	Not supported	Topics in your team’s group	Private threads in your server	Not supported
Greeting when a conversation opens	Supported	Supported	Supported	Not supported
Files and images from customers	Supported	Supported	Supported	Not supported
Help articles inside the channel	Supported	Not supported	Not supported	Not supported
Campaigns	Supported	Not supported	Not supported	Not supported
Page the customer is reading	Supported	Not supported	Not supported	Not supported
How customers are identified	Email, Discord or your website’s sign-in	Telegram account	Discord account	Your app’s user ID
Routing to a team	Supported	Supported	Supported	Supported
Reports by channel	Supported	Supported	Supported	Supported

Questions about channels

Which channels can I connect?

Webchat on your website and help center, your own Telegram bot, your Discord server, and your own app through the Aiva API.

Which plans include each channel?

Webchat is on every plan. Discord is on Pro with one server and on Business with any number of servers. Telegram is on Business, and so is the Aiva API, on request. The plan comparison has the details.

Does Aiva answer the same way on every channel?

Aiva answers from the same knowledge and the same connected tools on every channel. A procedure can apply to all channels or only to the ones you choose.

Can my team answer from Discord or Telegram?

Yes. With inbox mirroring, each conversation gets a private thread in your Discord server or a topic in your Telegram group. Teammates who link their Discord or Telegram account reply there, and the reply reaches the customer on the channel they wrote from. Inbox mirroring is on the Business plan.

Can conversations from one channel go to a specific team?

Yes. A team can hold a website’s Webchat, the Discord server, the Telegram bot or the Aiva API, and handovers from there go to that team.

Do I need a developer to connect a channel?

Not for Webchat, Telegram or Discord: you paste a script or a bot token, or add the Aiva bot to your server, from the dashboard. The Aiva API is for developers who send messages from their own app.