Bind a mailbox to the agent. Inbound mail to that address is handled by the agent; outbound is signed as the agent. CC humans on threads when you want oversight.
Web chat
The Webchat widget can be routed to an agent. The agent picks up the visitor's context (page, prior visits, CRM record if known) and starts the conversation.
Voice
Provision a phone number through Voice settings. The agent answers calls in a natural-sounding voice, transcribes, books meetings. Calls log to CRM with transcript.
Connect a Business number. Agent handles inbound, with the same persona and guardrails. Useful for MX, BR, ES where WhatsApp is the default channel.
Cross-channel memory
An agent that talked to a prospect on chat remembers when the same prospect emails the next day. Memory is scoped per agent and per lead — no leakage across agents or tenants.