Peer Channels

Cognipeer allows you to connect your Peers with external communication platforms like Slack, WhatsApp Twilio, Chatwoot, and a customizable Webchat. These channels enable your Peers to interact seamlessly with customers, team members, and external systems in real-time, automating tasks and enhancing communication workflows.

Benefits of Peer Channels

By connecting your Peers with communication platforms, you can:

• Automate customer service workflows by responding to inquiries through messaging apps.
• Provide real-time support to users on platforms they are already using, such as Slack or WhatsApp.
• Enable Peers to create tickets, manage conversations, and handle inquiries directly from your integrated systems.

Supported Channels

1. Slack Channel

Description: Connects Peers to Slack channels to automate internal communication, task management, and customer support.
Use Cases:

• Respond to questions in Slack channels automatically.
• Create task reminders or action items in Slack based on team discussions.
• Monitor Slack channels and alert team members when important actions are needed.

Example Commands:

• Send a message in the #support channel to notify the team about a new ticket.
• Reply to the question in the #general channel with details about the current project status.

2. WhatsApp Twilio Channel

Description: Allows Peers to send and receive messages through WhatsApp using Twilio's API. Ideal for customer support and notification services.
Use Cases:

• Automatically reply to customer inquiries received via WhatsApp.
• Send appointment reminders or order updates to customers on WhatsApp.
• Handle frequently asked questions with automated Peer responses.

Example Commands:

• Send a confirmation message to the customer’s WhatsApp number after they place an order.
• Respond to customer queries received on WhatsApp with relevant product information.

Setup Instructions:

1. Obtain a Twilio API key.
2. Configure the WhatsApp number in Cognipeer's Channels settings.
3. Enable the WhatsApp Peer channel and define specific workflows (e.g., respond to order status inquiries, customer service requests).

3. Chatwoot Channel

Description: Chatwoot channel connects your Peers with customer communication through Chatwoot, a widely used customer engagement platform.
Use Cases:

• Handle live customer conversations with automated responses.
• Use Peers to manage and resolve tickets.
• Ensure that common customer inquiries are handled instantly through predefined Peer workflows.

Example Commands:

• Create a new support ticket in Chatwoot for this inquiry.
• Send a follow-up message to the customer after resolving their issue in Chatwoot.

Setup Instructions:

1. Sign in to Chatwoot and generate an API token.
2. In Cognipeer’s Channels settings, connect Chatwoot using the API token.
3. Define workflows and triggers that automatically create or manage tickets based on incoming messages.

4. Webchat Channel

Description: Cognipeer's Webchat channel allows you to embed Peers into your own systems using a customizable script or URL. This enables real-time interaction with users on your website or application.

Use Cases:

• Provide instant customer support on your website.
• Automate FAQs and other common inquiries directly on your platform.
• Personalize the chat experience based on user information.

Channel Methods

Embed via Script

To embed the Webchat using a script, include the following code snippet in your website:

<script src="https://app.cognipeer.com/scripts/cognipeer.sdk.js"></script>
<script>
  window.cognipeer.chat({
    hookId: "HOOK_ID",
    contact: {
      name: "John",
      surname: "Doe",
    },
  });
</script>

5. API Channel

Description: The API channel allows you to connect your Peer to any backend service, product, or automation workflow by calling Cognipeer's REST API directly. This gives you full programmatic control over when and how messages are sent to the Peer.

Use Cases:

• Trigger Peer responses from your own backend application.
• Integrate Peer conversations into custom-built portals, mobile apps, or desktop tools.
• Orchestrate multi-step automations that call a Peer at specific points in a workflow.
• Embed AI assistance into existing systems without embedding the Webchat widget.

How It Works:

When you add the API channel to a Peer, Cognipeer provides a unique Webhook URL and an API token. Send a POST request to the webhook URL with the user's message. The Peer processes the request and returns the AI response.

Example Request:

POST /api/hook/channel/{hookId}/handler
Content-Type: application/json
Authorization: Bearer YOUR_API_TOKEN

{
  "message": "What is the status of order #1234?",
  "contactId": "user-123"
}

Setup Instructions:

1. Open your Peer's Channels settings.
2. Click Add Channel and select API Access.
3. Copy the generated Webhook URL and API Token.
4. Use these credentials in your backend application to send messages to the Peer.

6. Outlook Add-in

Description: The Outlook Add-in brings your Peer directly into Microsoft Outlook (and Teams). It lets users interact with the Peer without leaving their email client, enabling email drafting assistance, meeting scheduling, task automation, and more.

Use Cases:

• Draft or improve email responses with AI assistance from within Outlook.
• Summarize long email threads instantly.
• Schedule meetings or create calendar events through a Peer conversation.
• Look up CRM records or tickets without switching applications.

Setup Instructions:

1. Open your Peer's Channels settings.
2. Click Add Channel and select Outlook Add-in.
3. Follow the Office Add-in installation steps to sideload or deploy the add-in to your Microsoft 365 environment.
4. Once installed, the Peer panel appears inside Outlook and Teams.