Support Station lets customers reach you through multiple channels, all flowing into one unified inbox. This guide covers all available channels and when to use each.

Available Channels

Channel	Description	Plan Required
Widget	Embeddable support form/chat	All plans
Email	Traditional email support	Starter+
Slack	Team messaging platform	Starter+
API	Programmatic ticket creation	Standard+
KB Chat	AI chat in knowledge base	Starter+

Channel Details

Widget

An embeddable interface for your website or app.

How it works:

Add code snippet to your site
Customers click to open widget
Submit form or chat with AI
Tickets appear in your inbox

Best for:

In-app support
Website visitors
Real-time assistance

Configure the widget in Integrations > Widget.

Email

Connect your support email address to receive tickets.

How it works:

Configure your email domain
Emails to support@yourdomain.com create tickets
Reply from Support Station or email
Full conversation synced both ways

Best for:

Traditional email-based support
Customers who prefer email
Detailed, async communication

Set up email in Integrations > Email.

Slack

Receive and respond to tickets directly in Slack.

How it works:

Connect your Slack workspace
Map channels to support teams
Get notifications for new tickets
Reply from Slack or Support Station

Best for:

Teams already in Slack
Quick internal communication
Real-time notifications

Connect Slack in Integrations > Slack.

API

Create and manage tickets programmatically.

How it works:

Get API credentials
Call REST endpoints
Create tickets, add messages, update status
Integrate with your systems

Best for:

Custom integrations
Automated ticket creation
CRM or helpdesk connections

Generate API keys in Settings > API Keys.

KB Chat

AI-powered chat on your knowledge base pages.

How it works:

AI chat appears on KB pages
Customers ask questions
AI answers from documentation
Escalates to tickets when needed

Best for:

Self-service support
Deflecting common questions
24/7 AI availability

Configure AI settings in Knowledge Base > Settings.

Multi-Channel Support

Unified Inbox

All channels flow into one inbox:

See all tickets together
Filter by source channel
Same workflow regardless of origin
Consistent response tools

Channel Identification

Each ticket shows its source:

Widget - From your embedded widget
Email - From email integration
Slack - From Slack channels
API - From API calls
KB Chat - Escalated from AI chat
Internal - Created by your team

Response Routing

Replies go back through the original channel:

Widget tickets → Customer gets email notification
Email tickets → Customer gets email reply
Slack tickets → Can respond in Slack or email

Choosing Channels

Essential for Everyone

Widget - Primary way for customers to reach you from your site.

Add Based on Needs

Email - If customers expect email support or need detailed async communication.

Slack - If your team lives in Slack and wants real-time notifications.

API - If you need custom integrations with other systems.

Usage Patterns

Business Type	Recommended Channels
SaaS	Widget + Email + Slack
E-commerce	Widget + Email
API Product	Widget + Email + API
Internal Tool	Widget + Slack

Channel Availability by Plan

Channel	Free	Starter	Standard	Pro	Enterprise
Widget Form	✓	✓	✓	✓	✓
Widget AI Chat	✗	✓	✓	✓	✓
Email	✗	✓	✓	✓	✓
Slack	✗	✓	✓	✓	✓
API	✗	✗	✓	✓	✓
KB Chat	✗	✓	✓	✓	✓

Best Practices

Offer Multiple Options

Different customers prefer different channels:

Some want quick chat
Some prefer detailed email
Some need urgent phone-like response

Offer what makes sense for your customers.

Maintain Consistent Quality

Regardless of channel:

Same response time standards
Same quality expectations
Same tone and helpfulness

Route Appropriately

Use channel information for routing:

Urgent widget chats → immediate response queue
Detailed emails → handle when capacity allows
API tickets → may need technical team

Track Channel Performance

Monitor each channel:

Volume by channel
Response times by channel
Satisfaction by channel

Identify where to focus improvement.