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Channels

Zild Assist operates across multiple communication channels through the Zild Platform’s channel abstraction layer. Channels represent the surfaces where users interact with your AI agents. Supported channel types include:
  • WhatsApp
  • Webchat
  • API-based messaging channels
Because Zild separates channel logic from agent logic, the same Agent can operate consistently across multiple channels.

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Channel Architecture

Zild Assist follows this routing structure: Channel → App → Agent → Conversation → Workflow → Response Each channel is connected through an App, which:
  • Receives inbound messages
  • Normalizes payload structure
  • Identifies the Tenant
  • Routes to the assigned Agent
  • Formats outbound responses
This abstraction ensures that business logic does not depend on a specific channel.

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WhatsApp

WhatsApp is commonly used for:
  • Customer support
  • Lead qualification
  • Sales automation
  • Appointment scheduling

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Message Flow

  1. User sends message via WhatsApp
  2. Provider forwards webhook to Zild
  3. App validates and normalizes payload
  4. Agent processes message
  5. Response is returned through WhatsApp API

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Capabilities

  • Text messages
  • Media handling
  • Template messaging
  • Session-based conversations
  • Delivery status tracking

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Best Practices

  • Keep responses concise
  • Use structured replies when appropriate
  • Clearly define escalation paths
  • Monitor template approval status

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Webchat

Webchat allows Zild Assist to operate directly on your website.

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Typical Use Cases

  • Website lead capture
  • Pre-sales assistance
  • Support automation
  • Product information

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Deployment Flow

  1. Configure Webchat App
  2. Generate embed script
  3. Add script to website
  4. Messages route to assigned Agent

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Capabilities

  • Real-time messaging
  • Persistent session handling
  • Customizable appearance
  • Domain restrictions

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Best Practices

  • Align chat tone with website branding
  • Trigger chat proactively (if configured)
  • Capture structured lead information early
  • Monitor abandonment rates

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API-Based Messaging Channels

Zild Assist can integrate with custom systems via API. This allows:
  • Internal system messaging
  • Mobile app integration
  • Embedded enterprise tools
  • Custom communication layers

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Integration Model

  • External system sends structured request
  • Zild processes via assigned Agent
  • Response returned in structured format
This is ideal for organizations requiring tight integration with proprietary platforms.

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Multi-Channel Strategy

Because channel logic is abstracted:
  • One Agent can serve multiple channels
  • Channel-specific formatting is handled by the App layer
  • Workflows remain consistent across channels
Example:
  • Lead captured on Webchat
  • Continued conversation on WhatsApp
  • CRM workflow triggered regardless of channel

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Channel-Specific Considerations

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Rate Limits

Each communication provider may enforce rate limits. Zild handles:
  • Structured retry logic
  • Response queueing
  • Error logging

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Session Rules

Some channels (e.g., WhatsApp) have session restrictions. Ensure:
  • Templates are configured for out-of-session messaging
  • Automation respects provider rules

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Media Handling

Channel capabilities vary:
  • Some support rich media
  • Some restrict attachment size
  • Some limit interactive elements
App configuration manages formatting differences.

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Channel Assignment

Each App must be linked to an Agent. Configuration steps:
  1. Create App
  2. Select channel type
  3. Assign default Agent
  4. Configure escalation routing
  5. Activate
Messages received by the App will route automatically.

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Escalation & Routing Across Channels

Escalation rules apply consistently regardless of channel. If escalation is triggered:
  • Conversation is assigned to group or user
  • Human operator can respond within same channel
  • Conversation history is preserved
This ensures seamless AI-to-human transitions.

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Monitoring by Channel

Supervisors and Administrators can monitor:
  • Conversation volume by channel
  • Escalation rates
  • Response latency
  • Conversion rates (for sales flows)
Channel segmentation enables performance analysis.

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Security Considerations

All channels operate within:
  • Tenant isolation
  • Role-based access control
  • Webhook signature validation
  • Encrypted communication (HTTPS)
No channel bypasses the platform’s authorization layer.

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Summary

Zild Assist supports:
  • WhatsApp
  • Webchat
  • API-based messaging channels
Through channel abstraction, organizations can:
  • Deploy AI once
  • Scale across channels
  • Maintain consistent business logic
  • Preserve tenant isolation
  • Ensure secure and auditable operations
Channels are entry points — the intelligence and automation remain centralized within Zild Assist.