Channels

A channel is a way your customers reach you. cove1 handles channels through its conversation layer, so a single agent can serve many channels at once and every message — no matter where it starts — lands in the same console.

The point of channels in cove1 is that they're entry points, not silos. Your customers pick the medium they're comfortable with; you run all of it from one place, with one agent, one knowledge base, and one shared inbox.

Supported channels

cove1 supports:

• Web widget — a chat bubble you embed on your website or web app. The most common starting point for support.
• Email — connect a support address so inbound email becomes conversations in the console, and replies go back out as email.
• WhatsApp — connect a WhatsApp Business number so customers can message you where they already chat.
• Facebook Messenger — handle conversations from your Facebook Page.
• Instagram — respond to Instagram direct messages.
• Telegram — connect a Telegram bot so customers can reach you there.

...and more. Additional channels supported by the conversation layer — including API-based channels built for your deployment — can be connected the same way. Whichever you use, the agent and your team see them side by side.

How the web widget embeds

The web widget is the fastest channel to launch. You create a website inbox in the console, which gives you a small JavaScript snippet, and you paste that snippet into your site's HTML — typically just before the closing </body> tag so it loads on every page.

<script src="https://cdn.cove1.com/widget.js" data-agent="YOUR_AGENT_ID" defer></script>

Replace YOUR_AGENT_ID with the ID from your website inbox. Once the snippet is live, the chat bubble appears on your site and the first message opens a conversation in the console.

The widget talks only to your cove1 deployment, and you can customize its appearance, position, and greeting from the inbox settings.

One console for every conversation

However a customer reaches you — widget, email, WhatsApp, or anything else — the conversation flows into the same console and is handled by the same agent. There's no separate tool per channel and no context lost when a customer switches from one to another.

This unification is what makes an agent practical at scale:

• The agent applies the same logic and the same knowledge base to every channel, so answers are consistent whether a question arrives by web chat or email.
• Your team works one shared inbox instead of monitoring several apps, and assignment, notes, and status behave identically across channels.
• Human handoff works the same everywhere — when the agent escalates, the conversation lands in the console with full context, on whatever channel the customer is on.

For how conversations are triaged, assigned, and worked once they arrive, see Core concepts. For grounding the agent's answers, see Knowledge base.