Domain: Channels
Channels are external conversation sources and destinations (inbound + outbound).
Definition
Section titled “Definition”A channel integration represents a platform connection such as:
- social channels
- review platforms
- Facebook Messenger
- web chat
- SMS
- email (future)
Key invariants (source of truth)
Section titled “Key invariants (source of truth)”- Channel credentials must be stored securely and scoped to org/workspace.
- Outbound replies must be permission-gated and policy-checked.
- Platform-specific constraints must be respected (rate limits, messaging policies).
Channel states
Section titled “Channel states”- Not connected
- Connection pending / needs authorization
- Connected (healthy)
- Connected (degraded: partial permissions / token expired)
References
Section titled “References”- Security/compliance: Security & Compliance
- Analytics: Analytics Events (MVP)