Integrations
Omnichannel Support
Meet customers where they are with multi-channel support
Keva's omnichannel capabilities let you receive and respond to support requests across multiple channels, all managed from a single inbox.
Supported Channels
| Channel | Use Case | Ticket Creation |
|---|---|---|
| Slack | Internal support, B2B | Thread-based |
| Microsoft Teams | Enterprise, internal | Conversation-based |
| SMS (Twilio) | Mobile, urgent support | Phone-based threads |
| Telegram | Global, privacy-focused | Chat-based |
How It Works
1. Connect Your Channel
Each channel requires a platform connector:
- Slack: Bot token and signing secret
- Teams: Azure Bot registration and app credentials
- SMS: Twilio account SID and auth token
- Telegram: Bot token from BotFather
2. Subscribe to Channels
After connecting, subscribe to specific channels or numbers:
- Go to Settings > Channels
- Select the platform
- Choose channels/numbers to monitor
- Configure ticket creation rules
3. Automatic Ticket Creation
When a message arrives, Keva creates a ticket with:
- Customer name from the platform profile
- Message content as the ticket body
- Source tracking for reply routing
- Thread ID for conversation continuity
4. AI-Powered Responses
Omnichannel tickets are processed like email tickets:
- AI researches using connected platforms
- Drafts response based on knowledge base
- Sends reply through the original channel
- Maintains thread context for follow-ups
Configuration Options
Create Ticket On
| Option | Behavior |
|---|---|
| New thread | Only new conversations create tickets (default) |
| Any message | Every message creates or updates a ticket |
| Mention | Only when your bot is @mentioned |
Routing
- Workspace: Assign to a specific workspace
- Priority: Set default priority level
- Assignment: Auto-assign to AI or a specific agent
- Reply in thread: Keep responses in the original thread
Unified Inbox
All omnichannel messages appear in your regular ticket inbox:
- Filter by source (Slack, Teams, SMS, Telegram)
- View conversation history across channels
- Reply from Keva and it routes to the correct channel
Security
Webhook Verification
Each channel uses its own authentication:
- Slack: HMAC-SHA256 signature
- Teams: JWT token against Microsoft's JWKS
- Twilio: HMAC-SHA1 signature
- Telegram: Secret token header
Data Handling
- Messages encrypted at rest
- Customer identifiers are platform-specific
- Audit logs track all channel interactions
Best Practices
- Slack: Best for B2B where customers have Slack
- Teams: Ideal for enterprise and internal IT support
- SMS: Perfect for urgent and mobile-first support
- Telegram: Great for global and privacy-conscious users
Enable "Reply in thread" to keep conversations organized. Use "New thread" trigger to avoid duplicate tickets.