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Understanding Deployment Channels

Learn the fundamentals of deployment channels on the WIIL Platform

What are Deployment Channels?​

Deployment Channels define the communication medium through which your AI agent interacts with customers. Think of them as the "phone number" or "website" where conversations happen.

Key Concepts​

1:1 Relationship​

  • Each Deployment Configuration has exactly one Deployment Channel
  • One agent deployment = One communication channel

Multi-Channel Strategy​

To expose an agent across multiple channels:

  • Create separate Deployment Configurations for each channel
  • Reuse the same Agent and Instruction configurations
  • Each deployment gets its own channel

Example Architecture​

Organization
  └── Project: Customer Support
       ├── Deployment #1: Voice Support
       │    ├── Agent Config (shared)
       │    ├── Instruction Config (shared)
       │    └── Channel: Phone +12125551234 (CALLS)
       │
       ├── Deployment #2: SMS Support
       │    ├── Agent Config (same agent)
       │    ├── Instruction Config (same instructions)
       │    └── Channel: Phone +12125551234 (SMS)
       │
       └── Deployment #3: Web Chat
            ├── Agent Config (same agent)
            ├── Instruction Config (same instructions)
            └── Channel: https://example.com (WEB)

Channel Types​

CALLS - Voice Telephony ✅​

Automatic creation when you purchase a phone number

  • Purpose: Voice conversations via phone calls
  • Channel Identifier: Phone number (E.164 format)
  • Setup Time: ~5 minutes (phone purchase processing)

Example:

// Phone number: +12125551234
// Channel type: CALLS
// Identifier: "+12125551234"

SMS - Text Messaging ✅​

Automatic creation when you purchase a phone number

  • Purpose: Text-based messaging via SMS
  • Channel Identifier: Phone number (E.164 format)
  • Setup Time: ~5 minutes (phone purchase processing)

Example:

// Phone number: +12125551234
// Channel type: SMS
// Identifier: "+12125551234"

WEB - Chat Widget ✅​

Manual creation via SDK

  • Purpose: Browser-based chat and voice
  • Channel Identifier: Website URL
  • Setup Time: ~2 minutes

Example:

// Website: https://example.com
// Channel type: WEB
// Identifier: "https://example.com"

MOBILE - Native Apps 🚧​

Coming Soon

  • Purpose: iOS and Android app integration
  • Channel Identifier: App package/bundle ID
  • Status: In development

Channel Identifier​

Each channel has a unique identifier based on its type:

Channel TypeIdentifier FormatExample
CALLSE.164 phone number+12125551234
SMSE.164 phone number+12125551234
WEBWebsite URLhttps://example.com
MOBILEPackage/Bundle IDcom.example.app

Telephony vs Web Channels​

Telephony Channels (CALLS & SMS)​

Automatic Creation:

  • Purchase a phone number → Get 2 channels automatically
  • Cannot create CALLS/SMS channels directly
  • Managed through PhoneConfiguration

Workflow:

1. Purchase phone number
   ↓
2. System creates:
   - PhoneConfiguration
   - Voice Channel (CALLS)
   - SMS Channel (SMS)
   ↓
3. Retrieve channel IDs from PhoneConfiguration
   ↓
4. Create deployments using channel IDs

Web Channels​

Manual Creation:

  • Create channel directly via SDK
  • Full control over configuration
  • Instant availability

Workflow:

1. Create web channel with SDK
   ↓
2. Get channel ID
   ↓
3. Create deployment using channel ID
   ↓
4. Integrate widget on website

Channel Configuration​

Each channel type has specific configuration options:

Phone Channel Config​

{
  phoneConfigurationId: string,      // Links to PhoneConfiguration
  hasForwardingEnabled: boolean      // Enable call forwarding
}

Web Channel Config​

{
  communicationType: 'TEXT' | 'VOICE' | 'UNIFIED',
  widgetConfiguration: {
    position: 'left' | 'right'
  }
}

Next Steps​

Choose your channel type:

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