Channels
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Channels
Section titled “Channels”Plugy supports multiple messaging channels. Connect once, manage from one dashboard.
Supported Channels
Section titled “Supported Channels”| Channel | Status | Setup |
|---|---|---|
| Telegram | Available | Bot token from @BotFather |
| JIVO | Available | Webhook URL |
| Coming Soon | — | |
| Web Widget | Coming Soon | — |
| VK | Coming Soon | — |
| Coming Soon | — |
How Channels Work
Section titled “How Channels Work”- Customer sends a message via any connected channel
- Plugy receives the message through the channel adapter
- AI processes the message with your knowledge base and rules
- Response is sent back through the same channel
- Conversation is logged in the dashboard
All channels share the same knowledge base, rules, and AI configuration. Your bot gives consistent answers regardless of where the customer contacts you.
Connecting a Channel
Section titled “Connecting a Channel”- Open your project in my.plugy.me
- Go to Settings > Channels
- Click Add Channel and select the platform
- Enter the required credentials (e.g., bot token for Telegram)
- Click Connect
For step-by-step guides, see:
Message Handling
Section titled “Message Handling”When a customer sends multiple messages quickly, Plugy automatically batches them with a short delay, then processes them as a single turn. This prevents fragmented responses and ensures the bot addresses the complete message.
Operator Handoff
Section titled “Operator Handoff”If your bot detects that a customer needs human help (e.g., repeated requests for an operator, or frustrated tone), it can automatically escalate the conversation to a human agent. The escalation is tracked and visible in the dashboard.