A channel is a user facing messenger from which end-users can send messages to Smooch apps.
Smooch integrations can be divided roughly into:
SMS and OTT channels are connected to a Smooch app through an integration step, where the app maker passes credentials for their account on the messaging service to Smooch. This integration step can be done programmatically via the REST API, or manually with the dashboard UI.
The Web, Android, and iOS SDKs can be integrated simply by initializing the SDK with the
_id for a Smooch app.
Each messaging service has a unique set of features. Smooch doesn’t just unify all of these channels into a single API, we also act as an adaptor for these unique feature sets.
This means that you can respond to a user with a structured message like a carousel without consideration for the features of that channel. If the user is on Facebook, Telegram, or any other channel that supports carousels, the message will appear to the user as a carousel, but on a channel like SMS the carousel will fall back gracefully to a series of SMS messages.
By unifying the APIs and feature sets of all the channels we offer, we make it possible to integrate once with Smooch, and gain access to all of our existing and future channels without ever changing your agent’s workflow, or deploying new code as a business that offers messaging channels as part of your product.