Channels

CustomerHero supports multiple channels so you can meet customers where they are. All conversations flow into your unified inbox regardless of channel.

Widget

The default channel. A lightweight chat bubble embedded on your website. See the Widget guide for setup instructions.

Gmail

Connect your Gmail account via Google OAuth to receive and reply to customer emails directly from the inbox. CustomerHero can auto-draft AI responses that agents can review and approve before sending.

To set up: go to your chatbot's Channels tab, click Connect Gmail, and authorize CustomerHero with your Google account.

Outlook (Microsoft 365)

Connect your Outlook or Microsoft 365 mailbox via Microsoft OAuth to receive and reply to customer emails directly from the inbox. Works with Outlook.com, Hotmail, and Microsoft 365 personal or business accounts.

To set up: go to your chatbot's Channels tab, click Connect Outlook, and authorize CustomerHero with your Microsoft account.

WhatsApp Business

Connect your WhatsApp Business account to handle customer messages through CustomerHero. The AI can respond to common questions automatically, and agents can take over for complex issues.

Requirements: a Meta Business account and a WhatsApp Business API number. Go to Channels → WhatsApp for step-by-step setup instructions.

Telegram

Create a Telegram Bot and connect it to CustomerHero. Your bot can handle conversations in Telegram groups or direct messages.

To set up: create a bot via @BotFather on Telegram, copy the bot token, and paste it in Channels → Telegram.

Instagram DMs

Connect your Instagram Business account to manage direct messages from CustomerHero. The AI can auto-respond to common questions while your team handles complex inquiries. Requires a Meta Business account with an Instagram Professional account.

Routing rules

Routing rules let you control how the AI behaves per channel. For each channel, you can set:

  • Auto — AI responds automatically without human review
  • Suggest — AI drafts a response that an agent must approve before sending
  • Off — AI is disabled for this channel; only human agents respond

You can also configure time-based schedules — for example, use "Auto" during off-hours and "Suggest" during business hours. Manage routing rules from the Routing tab in your chatbot settings.

Next steps

Build custom integrations with the API Reference.