Custom Channel

The Custom Channel allows you to connect any third-party messaging platform to klink.cloud using webhooks.

Once connected, messages from your system will appear in the klink.cloud Unified Inbox, and agent replies can be sent back to your platform automatically.

---

Where to Find Custom Channel

1. Go to Settings

2. Click Message Integration

3. Select Custom Channel

4. Click Create / Setup Custom Channel

---

How Custom Channel Works

Custom Channel uses two webhooks:

• Outbound Webhook klink.cloud → sends messages & events to your server

• Inbound Webhook Your server → sends messages into klink.cloud

Both are required for two-way messaging.

---

Step 1: Set Up Outbound Webhook

(klink.cloud → Your System)

This step allows klink.cloud to send messages and events to your server.

Steps

1. In Outbound Webhook, enter your server URL:

   https://your-webhook-server.com/webhook

2. (Optional) Add headers if your server requires authentication:

   Authorization: Bearer YOUR_API_KEY

3. Click Next

What This Does

• Agent replies

• Incoming messages

• Conversation events

will be sent to your server in real time.

---

Step 2: Set Up Inbound Webhook

(Your System → klink.cloud)

This step allows your system to send messages into klink.cloud.

Steps

1. Copy the Inbound Webhook URL shown on screen Example:

   https://me.klink.cloud/custom-channel/xxx/xxx/webhook

2. Use this URL in your backend or application to send messages to klink.cloud

3. Click Complete Setup

🔒 Keep this URL private. Anyone with this URL can send messages to your inbox.

---

Sending Messages to klink.cloud (Inbound Webhook)

Endpoint

POST {Inbound Webhook URL}

Headers

Content-Type: application/json

Example Request

{
  "messageId": "msg-001",
  "content": "Hello from our custom platform",
  "sender": {
    "id": "user-123",
    "name": "John Doe"
  },
  "timestamp": 1765440758023,
  "type": "text"
}

What Happens

• A new conversation is created in klink.cloud

• Message appears instantly in the Unified Inbox

---

Continue an Existing Conversation

To reply to an existing conversation, include conversationId:

{
  "messageId": "msg-002",
  "content": "Following up on the issue",
  "sender": {
    "id": "user-123",
    "name": "John Doe"
  },
  "timestamp": 1765440850000,
  "type": "text",
  "conversationId": "ca7de328-32da-4468-bae0-872e94f56be0"
}

---

Receiving Messages from klink.cloud (Outbound Webhook)

klink.cloud sends POST requests to your Outbound Webhook URL when:

• Customers send messages

• Agents reply

• Conversations are created or closed

Example Payload

{
  "event": "message.sent",
  "conversationId": "ca7de328-32da-4468-bae0-872e94f56be0",
  "message": {
    "content": "How can I help you?",
    "sender": {
      "role": "agent",
      "name": "Support Agent"
    },
    "timestamp": 1765440789000
  }
}

---

Common Events You’ll Receive

Event	Description
message.received	Customer sent a message
message.sent	Agent replied
conversation.created	New conversation started
conversation.closed	Conversation closed

---

Testing the Integration

• Use the Sample Test Message provided in the UI

• Send it via Postman, cURL, or your backend

• Confirm the message appears in the inbox

---

Security Best Practices

• Always use HTTPS

• Use headers for authentication

• Do not expose inbound webhook URL publicly

• Validate all incoming requests

---

Supported Message Types

Type	Status
Text	✅ Supported
Images	🔜 Coming soon
Files	🔜 Coming soon

---

Typical Use Cases

• Custom chat applications

• Internal company messengers

• AI bots & agents

• CRM or ERP messaging

• Legacy system integrations

---

Need Help?

• 📘 Documentation: https://docs.klink.cloud

• 💬 Support: [email protected]