Communication channels

A channel is how humans talk to your Worker — and how it replies. Slack, Teams, Telegram, SMS, WhatsApp, email or the internal messaging (Ping). This article explains each channel, how to connect it, and what you need to prepare beforehand (that's often where it gets stuck).

Channel ≠ integration. A channel is the transport: where messages come in and go out. An integration is a capability: what the Worker can do in a third-party service. Slack can be both — a channel to talk to it, and an integration so it can act in your Slack space.

1. Where it happens

  • Open the Worker's page → Profile tab
  • You see a grid at the bottom named preferred channels; you pick one or more and configure them.
Communication tab, grid of channel cards (Ping, Slack, Teams, Telegram, SMS, Mail)

2. The channels, one by one

Ping — Delos internal messaging

  • Always available, no configuration.
  • The simplest way to chat with your Worker directly in Delos.

Slack

  • Click the Slack card → Connect Slack (OAuth flow).
  • Depending on your setup, the Worker uses the organization's shared Slack app or a dedicated app.
  • Once connected: green dot + "Connected".
  • To prepare: the organization must have a Slack integration configured (or create a dedicated app).

Microsoft Teams

Two paths, to choose depending on your Microsoft rights:

  1. Full access (recommended): requires the consent of a Microsoft admin. Gives access to advanced features (directory, proactive messages).
  2. Sideload (no admin): you download the Teams app package (.zip) and install it manually, then link the Worker by sending link <CODE> in Teams. Limited features (bot only).
Teams modal with the two options (Full access / Sideload) and the manifest download button

⚠️ One Worker per Teams organization: connecting a new Worker disconnects the previous one.

Telegram

  • Click the Telegram card → paste the bot token provided by @BotFather.
  • Creating the bot: on Telegram, message @BotFather, command /newbot, get the token (e.g. 123456789:AAE…).
  • Delos validates the token and installs the webhook automatically.
  • One bot per Worker (a single bot cannot serve multiple Workers).

⚠️ Telegram rule: a bot cannot start a conversation. The user must send /start to the bot first. → a detailed guide exists: Connecting your Worker to Telegram.

SMS

  • Available only if the Worker has a phone number assigned (via Twilio) and the phone capability is enabled.
  • No manual config once the number is provisioned.

WhatsApp

  • Relies on the phone number (Twilio), which must be registered as a WhatsApp sender (OTP code verification).
  • Configured on the phone/admin side, not as a simple channel card.

Email / Mail

  • Available if an email address is assigned to the Worker.
  • Two options: a Delos mailbox (the organization's reserved subdomain) or an external mailbox connected via OAuth (Google / Microsoft).
A channel card in the connected state (e.g. Telegram showing @bot_username)

3. How the Worker receives and replies

  • Inbound: the service (Slack, Teams, Telegram, Twilio, mail) sends the message to Delos via a webhook. The message is stored and triggers the Worker.
  • Outbound: the Worker drafts its reply and sends it through the same channel (no separate step).
  • Proactive: depending on the channel and permissions, the Worker can also initiate a message (except for restrictions, e.g. Telegram which requires a prior /start).

4. Prerequisites summary

Channel To prepare before it works
Ping Nothing — always active
Slack The organization's Slack integration, or a dedicated app
Teams Microsoft admin consent (full) or manual install of the package (sideload)
Telegram Create a bot via @BotFather and paste its token
SMS A Twilio number assigned to the Worker
WhatsApp Twilio number + WhatsApp sender registration (OTP)
Mail Delos mailbox (subdomain) or connected external mailbox (OAuth)

5. The classic pitfalls

  1. No channel selected → the Worker receives nothing. Check at least one channel (ideally at creation).
  2. Teams without admin consent → you stay in "limited features" mode. For proactive messaging and the directory, you need the Microsoft admin's approval.
  3. Silent Telegram → the user hasn't done /start, or the wrong token was pasted.
  4. SMS/WhatsApp greyed out → no number is assigned to the Worker (to be done in the phone section).
  5. Mail not going out → the sender is not verified (Delos subdomain not reserved, or external mailbox not connected).

Remember: pick the channel where your users already are. Ping to test internally, Slack/Teams for the team, Telegram/WhatsApp/SMS/Mail for external.