Telegram, X, Slack, Discord, Teams and marketplaces

These channels are part of Cliedesk Pro. People with the Manage channels permission (Cliedesk Admins and Owners) connect them in Settings → Channels → Messaging with Connect account. You use your own bot or app at each service. Messages become normal conversations: rules, SLAs, routing and the AI agent work on them. Each account gets a row in the channel matrix.

When you save an account, Cliedesk checks it at the service. A problem shows in the account row, for example X API not available: your X developer app has no access to this API. Fix the value and save again.

Telegram

1. In Telegram, message @BotFather, send /newbot and copy the token.
2. Choose Telegram, paste the Bot token and select Save. Leave Webhook secret empty.

Cliedesk sets the webhook for you. Calls without the secret are refused. Only private chats with the bot become conversations. Quick replies and the CSAT survey show as buttons under the message.

X (Twitter)

You need an X developer app with access to Direct Messages and the Account Activity API (a paid X API plan).

1. Enter the X account ID, the API key and API key secret, and the Access token and Access token secret of the X account.
2. Select Save. Register the webhook URL (Copy URL) for the account in the X developer portal.

DMs become one conversation per customer. With Mentions on, public mentions become their own conversation, and a reply there is a public reply (280 characters).

Slack Connect and community channels

This is for customers who write in shared Slack channels. It is not the staff Slack integration.

1. In your Slack app, copy the Bot token and the Signing secret. Enter the Workspace ID.
2. Optional: enter the Channels to watch. Empty means every channel the bot is in.
3. Choose the Mode: sync (replies go into the Slack thread) or notify (nothing is posted to Slack).
4. Choose New conversation on: all messages, mentions of the bot, an Emoji reaction or Keywords.
5. Select Save and paste the webhook URL as the app’s Event Request URL.

Each Slack thread is one conversation. Later replies in the thread always join it. For more workspaces, connect each one with the same app (and the same signing secret).

Messages from your own team in Slack are never customer messages. In Slack Connect channels Cliedesk knows the members of your workspace. In a community workspace, enter your people’s Slack user IDs in Team members.

Discord

1. In the Discord Developer Portal, copy the Application ID and Public key, and the Bot token. Turn on the Message Content intent.
2. Enter the Server ID and the Channels to watch, and select Save.
3. Paste the webhook URL as the app’s Interactions Endpoint URL.

A new message in a watched channel gets a thread; each thread is one conversation. Messages are read every minute. Customers can also use Create private conversation on a message, or /support, to open a private thread.

Microsoft Teams

1. Enter the Azure Bot’s Bot app ID and App password. Add the Tenant ID only for a single-tenant bot.
2. Select Save and set the bot’s messaging endpoint to the webhook URL.

Personal chats always start a conversation. In channels, a mention of the bot (or a keyword) does. Quick replies and forms show as Adaptive Cards. Cliedesk does not take the email Teams shows for a person: another organization can set any address there. Before the AI agent shows orders or other account data, the customer needs an email on record and must enter the email code.

Regional messengers and marketplaces

LINE, Viber, WeChat, KakaoTalk and marketplaces such as Amazon, eBay, Etsy, Walmart and TikTok Shop connect through a custom channel and an adapter or a partner connector. A sample LINE adapter comes with Cliedesk. Give a marketplace channel a slug that starts with the marketplace (for example amazon-us). Its conversations then get the marketplace tag, and automatic messages (AI, rules, surveys, notices) with links to other sites, email addresses or phone numbers are not sent. A note on the conversation says why.