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Custom API channels with QualiBot

Bring any custom channel into one customer operation

When a customer channel is not one of QualiBot's built-in options, the public API and webhooks let you build a proprietary or unlisted channel that connects to the same shared inbox, Brain and CRM workflows as every other channel.

Supported today
NativeCustom API

Custom messaging channels built through the public API and webhooks connect to the shared inbox today.

Custom channelAPI channel
Inbound message received via webhook
SourcePartner marketplace
Assigned toSupport team
Brain responds using the same rules as any other channel

Every custom channel shares the same conversation, contact and reporting model as the built-in ones.

What teams can do

A real channel, built on your own API

Build a proprietary or unlisted customer channel through the public API and webhooks
Receive inbound messages in the shared inbox like any other channel
Assign conversations to agents or teams
Use Brain for approved first response and qualification workflows
Add notes, labels, priorities and customer attributes
Connect an external CRM or business system through an approved connector
Best-fit use cases

Where a custom channel earns its place

Proprietary in-app messagingUnlisted or niche channel providersMarketplace or partner messaging surfacesInternal support toolsAny inbound webhook-based channelRegional providers without a built-in connector
How it works

From a webhook to a managed conversation

01

Register the channel

A custom channel is registered through the public API, with inbound messages delivered by webhook.

02

Messages join the shared inbox

Inbound messages land in the same inbox as WhatsApp, Instagram, website chat and the rest.

03

Brain and automation apply the same rules

Brain, automation and routing treat the custom channel like any other connected channel.

04

Agents work normally

Assignment, notes, priorities and labels all work the same way.

05

Reporting stays unified

The custom channel appears in the same conversation history and reporting as every other channel.

Implementation scope

A custom channel is built and maintained through the public API and webhooks. Approved API channels, webhooks and custom integrations are the supported path for messaging sources outside QualiBot's built-in channel list.

Part of one omnichannel operation

Custom API shares the same Brain, automation and reporting layer as every other connected channel.

Custom API FAQ

What to know before you connect

Is Custom API QualiBot's only channel?

No. Custom API is one of several equally supported channels. The same Brain, shared inbox, automation and reporting also work across WhatsApp, Instagram, website chat, Telegram, SMS, LINE, email and other connected channels.

Can Custom API conversations be assigned or routed automatically?

Yes. Custom API conversations can be assigned manually, through round-robin or capacity-based distribution, or by automation rules based on inbox, language, priority, labels or attributes, the same as any other connected channel.

Can we connect a channel that is not on QualiBot's built-in list?

Yes. API channels, webhooks and custom integrations can be used for approved external messaging sources.

Does a custom channel work the same as a built-in one once connected?

Yes. Once registered, a custom channel shares the same shared inbox, Brain workflows, assignment rules and CRM context as every built-in channel.

Next step

Build the channel your customers already use

Tell us about the messaging source you want to connect. We will map the API integration, Brain workflow and handoff.