The same agent definition extends beyond the web widget to SMS, Email, Voice, and Microsoft Teams through the matching Skills. Configuration is per channel; instructions, knowledge, and guardrails stay shared, so the agent behaves consistently wherever the customer reaches it.
In this section
- Understand which Skill powers each channel and what it needs to go live.
- Provision numbers, mailboxes, and voice endpoints correctly.
- Apply channel-specific formatting rules without forking your instructions.
- Monitor every channel from a single Copilot inbox.
What's inside
- 01
Shared brain, per-channel manners
Knowledge, instructions, and skills are defined once on the agent. Use channel-conditional instructions for formatting rules — for example, no markdown on SMS and no long lists on Voice.
- 02
Identity across channels
The Memory Skill links a contact's history when the same identifier (email address or phone number) appears on more than one channel, so context carries over.
- 03
Oversight
Enable the Copilot Skill and add each channel to its monitored list so every conversation lands in one inbox, regardless of origin.
At a glance
| Channel | Skill & what it needs | Notes |
|---|---|---|
| Live Chat | Live Chat Skill — embed snippet, allowed origins, Security Key. | Rich formatting, buttons, file upload |
| SMS | SMS Skill — a provisioned number from the supported provider. | Plain text only; keep replies short |
| Email Skill — inbound address plus SPF and DKIM records on the sending domain. | Threaded, longer-form replies | |
| Voice | Voice Skill — a voice endpoint and a selected speech profile. | Latency-sensitive; avoid long answers |
| Microsoft Teams | Teams app package installed into your tenant. | Internal employee assistants |
| API | Agent API key against the conversations endpoint. | Custom apps and embedded surfaces |
Rollout
Launch one channel at a time. Each has its own deliverability and compliance requirements, and mixing launches makes failures hard to attribute.