External Channels integration flow diagram

This section provides a visual overview of how external channels integrate with Pingstreams. The diagram illustrates the complete flow from external channel message reception to Pingstreams agent response and back to the original channel.

Integration Flow Overview

The external channel integration follows a bidirectional communication pattern:

1. Incoming Messages: External channels (Telegram, WhatsApp, Facebook Messenger, etc.) send messages through webhooks to your integration service
2. Message Processing: Your integration service processes the incoming message and forwards it to Pingstreams using the REST API
3. Agent Response: Pingstreams agents respond to the message through the dashboard or webchat interface
4. Outbound Processing: Pingstreams sends the agent response back to your integration service via webhooks
5. Channel Delivery: Your integration service delivers the response back to the original external channel

Key Components

• External Channel Platform (Telegram, WhatsApp, Facebook, etc.)
• Integration Service (Your webhook endpoint/application)
• Pingstreams API (REST endpoints for message handling)
• Pingstreams Dashboard (Agent interface)
• Webhook System (Event notifications)

Implementation Requirements

To implement an external channel integration, you need:

1. A webhook endpoint to receive messages from the external channel
2. Logic to authenticate users and create conversations in Pingstreams
3. Message forwarding mechanism using Pingstreams REST API
4. Webhook subscription to receive agent responses from Pingstreams
5. Logic to send responses back to the external channel

For detailed implementation examples, see:

• Telegram Integration Tutorial
• Sending and Receiving Messages
• Webhooks Tutorial