Communication Integrations
Connect Gmail, Slack, WhatsApp Business, Instagram DM, and Facebook Messenger so Raya and Adam can reach customers on every channel.
Overview
Teammates.ai connects to the channels your customers already use. Raya handles inbound support conversations across email, WhatsApp, Instagram, and Facebook Messenger. Adam uses email for outbound sales outreach. Slack keeps your human team in the loop with real-time notifications and escalation alerts. Each channel connects in minutes from the Dashboard, and all conversations sync to one unified inbox.
| Channel | Used By | Direction | Key Use Case |
|---|---|---|---|
| Gmail / Google Workspace | Raya, Adam | Inbound + Outbound | Raya receives and replies to support emails. Adam sends sales outreach. |
| Slack | Raya, Adam, Sara | Notifications | Escalation alerts, conversation summaries, human override. |
| WhatsApp Business | Raya | Inbound + Outbound | Raya handles customer support conversations via WhatsApp. |
| Instagram DM | Raya | Inbound | Raya responds to DMs and story mentions. |
| Facebook Messenger | Raya | Inbound | Raya handles page inbox messages from customers. |
| Microsoft Teams | Raya, Adam | Notifications | Escalation alerts and conversation summaries in Teams channels. |
Gmail / Google Workspace Setup
Gmail is the primary email channel for both Raya (support) and Adam (sales outreach). Connect a Google Workspace inbox so your AI teammate can read incoming emails, draft replies, and send approved messages. Each teammate uses a separate inbox.
- 1
Navigate to Channel Settings
Open your Raya or Adam employee in the Dashboard and go to Channels > Email.
- 2
Authorize Google Account
Click "Connect Gmail" and sign in with the Google Workspace account you want the teammate to use. Grant read and send permissions when prompted.
- 3
Configure Reply Mode
Choose between Auto-send (Raya replies immediately) or Draft mode (Raya drafts replies for human review before sending). Auto-send is recommended for high-volume support inboxes.
- 4
Test the Connection
Send a test email to the connected inbox. Raya should process it within seconds. Check the conversation log in the Dashboard to confirm.
Note
Gmail authorization tokens expire periodically. If Raya stops responding to emails, re-authorize the Google account from Channel Settings.
Slack Integration Setup
Slack keeps your human team informed about what Raya, Adam, and Sara are doing. Receive escalation alerts, conversation summaries, and override AI responses directly from Slack channels.
- 1
Go to Integrations > Slack
In your Dashboard, navigate to Organization Settings > Integrations and find the Slack card.
- 2
Authorize Your Workspace
Click "Connect Slack" and authorize Teammates.ai to post to your Slack workspace. Select which channels should receive notifications.
- 3
Map Alert Types to Channels
Route different alert types to different Slack channels. For example, send escalations to #support-escalations and sales updates to #sales-pipeline.
| Alert Type | Triggered By | What It Contains |
|---|---|---|
| Escalation | Raya, Adam | Conversation summary, customer details, escalation reason, quick-reply buttons. |
| Conversation Summary | Raya | End-of-conversation summary with resolution status and customer sentiment. |
| Meeting Booked | Adam | Lead name, company, meeting time, call recording link. |
| Interview Completed | Sara | Candidate name, job title, overall score, report link. |
WhatsApp Business Setup
WhatsApp is a primary support channel for businesses in the GCC and MENA region. Raya connects to the WhatsApp Business API to receive and respond to customer messages, send rich media (images, documents, buttons), and use pre-approved template messages for outbound notifications.
- 1
Ensure WhatsApp Business API Access
You need a verified WhatsApp Business account and API access through Meta Business Suite or an approved BSP (Business Solution Provider). If you do not have API access yet, apply through Meta.
- 2
Connect in Dashboard
Go to your Raya employee > Channels > WhatsApp. Enter your WhatsApp Business phone number and API credentials. Set the webhook URL shown in the Dashboard in your WhatsApp provider settings.
- 3
Configure Template Messages
WhatsApp requires pre-approved templates for outbound messages sent outside the 24-hour reply window. Create and submit templates through Meta Business Suite, then map them in Teammates.ai.
- 4
Test with a Message
Send a WhatsApp message to your connected number. Raya should reply within seconds. Check the Dashboard conversation log to confirm the connection.
Note
WhatsApp enforces a 24-hour reply window. Raya can respond freely within 24 hours of the last customer message. After 24 hours, only pre-approved template messages can be sent.
Instagram DM & Facebook Messenger Setup
Raya monitors your Instagram DMs and Facebook Messenger page inbox. She responds to customer questions, handles story mention replies, and escalates complex issues to your human team via Slack.
- 1
Connect Your Meta Business Account
Go to Raya > Channels > Social and click "Connect Facebook/Instagram." Authorize Teammates.ai to access your page inbox and Instagram DMs through Meta Business Suite.
- 2
Select Pages and Accounts
Choose which Facebook Pages and Instagram accounts Raya should monitor. You can connect multiple pages to a single Raya employee.
- 3
Set Webhook URLs
Copy the webhook URL from the Dashboard and paste it into your Meta App settings under Webhooks. Select the message and messaging_postback subscription fields.
Note
Instagram and Facebook require a verified Meta Business account. If your account is not verified, some messaging features may be restricted by Meta.
Microsoft Teams Setup
Microsoft Teams works as a notification channel, similar to Slack. Raya and Adam send escalation alerts, conversation summaries, and status updates to your Teams channels. This keeps your human team informed without leaving their primary collaboration tool.
- 1
Navigate to Integrations
In your Dashboard, go to Organization Settings > Integrations and find the Microsoft Teams card.
- 2
Authorize Microsoft Account
Click "Connect Teams" and sign in with your Microsoft 365 admin account. Grant Teammates.ai permission to post messages to your Teams channels.
- 3
Select Channels and Map Alerts
Choose which Teams channels should receive notifications. Map alert types (escalations, summaries, meetings booked) to specific channels, the same way you would with Slack.
Important
These steps reflect the standard setup flow. If your experience differs, please contact support at support@teammates.ai.
Frequently Asked Questions
Can Raya handle multiple channels at the same time?
Does Adam use WhatsApp for sales outreach?
Can I use a shared team inbox with Gmail?
What is the difference between this article and the Raya channel articles?
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