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Channels

AI Agents in Autom Mate can interact with users through multiple communication channels. These channels act as the entry point where users communicate with AI Agents to request information, automate tasks, or interact with enterprise systems.

Channels enable organizations to bring AI-powered automation directly into the tools that users already use every day — whether that is a messaging platform, a collaboration tool, or a website chat interface.

Each channel connects incoming user messages to the Autom Mate AI Agent, which processes the request, communicates with the configured enterprise systems (such as ServiceNow, Xurrent, or ServiceDesk Plus), and returns a response to the user.

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How Channels Work

When a user sends a message through a supported channel, the following process occurs:

  1. The message is received through the channel (e.g., WhatsApp, Microsoft Teams, or MateChat).

  2. The message is forwarded to the Autom Mate AI Agent.

  3. The AI Agent analyzes the request using natural language processing.

  4. If required, the AI Agent interacts with integrated systems (such as ITSM platforms).

  5. The response is sent back to the user through the same channel.

This architecture allows AI Agents to operate consistently across multiple communication platforms without requiring separate automation logic for each channel.

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Supported Channels

Autom Mate currently supports the following communication channels for AI Agents:

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MateChat

MateChat is Autom Mate’s embedded website chat solution that allows organizations to integrate AI Agents directly into their websites or internal portals.

It enables customers, employees, or visitors to interact with AI Agents through a simple web-based chat interface.

Typical use cases include:

  • Customer support automation

  • IT service requests

  • Knowledge base search

  • Self-service automation

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Microsoft Teams

Microsoft Teams allows organizations to bring AI Agents directly into their internal collaboration environment.

Employees can communicate with AI Agents within Teams to:

  • Create service tickets

  • Request IT support

  • Retrieve knowledge base articles

  • Trigger automated workflows

This enables AI-powered automation without leaving the collaboration platform.

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WhatsApp

WhatsApp enables organizations to expose AI Agents to external users, customers, or field employees using a widely adopted messaging platform.

Through WhatsApp integration, users can:

  • Report incidents

  • Request services

  • Ask questions

  • Interact with automated workflows

This channel is especially useful for customer support and field operations scenarios.

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Multi-Channel AI Agents

Autom Mate AI Agents are designed to be channel-independent. The same AI Agent can operate across multiple channels simultaneously.

For example, a ServiceNow AI Agent can be accessed from:

  • Microsoft Teams

  • WhatsApp

  • MateChat

This allows organizations to maintain a single automation logic while providing access through multiple user interfaces.

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Next Steps

To start using AI Agents through a specific channel, continue with the setup guide for the desired channel:

  • MateChat

  • Microsoft Teams

  • WhatsApp

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