Supported Channels Overview

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.