The three channels
Everything on the Channels tab connects a way in. None of it changes what the agent knows or what it is allowed to do, and replies always come back the way the conversation arrived.
| Channel | What it is | What you need |
|---|---|---|
| Website | A chat bubble on your own pages. | Somewhere to paste two lines of HTML. |
| Phone | The agent answers a number you already own. | A voice-capable Twilio number, and a voice on the agent. |
| The agent replies to your business number. | A WhatsApp Business number, through Pinnacle or Meta. |
What an answer can look like does differ by channel. A phone call has no screen and WhatsApp does not let anyone drive a browser. See Capabilities by channel for the full table.
Website
Copy the snippet from the Channels tab and paste it before the closing body tag on every page the agent should appear on. There is no build step and no package to install.
<script src="https://ceronica.duvi.ai/scripts/chat-bot-widget.js" defer></script>
<digiiq-chatbot agent-id="YOUR_AGENT_ID"></digiiq-chatbot>The widget renders as a launcher in the corner of the page, showing a message box, a call button, or both, depending on the chat mode set on Configure. For every attribute the element accepts, see the widget reference.
Phone
Bring a number you already have at Twilio. Duvi points it at the agent and buys nothing on your behalf. Your number keeps working as it does now, and calls reach the agent first.
Have a voice number on the account
Buy it in the Twilio console first. Duvi lists only voice-capable numbers, so a messaging-only number will not appear.
Connect, then confirm
Duvi reads the account back to you, including its friendly name, so you can check you connected the account you meant before choosing a number.
Give the agent a voice
A call needs a transcriber and a voice, both on Configure. An agent with a model but no voice answers and says nothing. See Model and voice.
Connecting writes two addresses onto the number at Twilio: one that answers the call, and one that records how it ended. Editing either address in the Twilio console afterwards breaks the link and the number rings out. Reconnect from the Channels tab if that happens.
Connect a WhatsApp Business number through Pinnacle or Meta. In both cases the connection is real only once a message has arrived, not when you save the form.
Bring the phone number ID
Not the number itself. It is the id your provider lists against the business number, and it is what every request uses.
Paste Duvi values into the provider
Duvi generates a Callback URL and a Verify token, both shown when you manage the number. Paste them at the provider rather than inventing them there. The provider then calls the address once with the token to prove you own it.
Wait for the handshake
Until it succeeds the number carries a Needs webhook badge. Most WhatsApp setups stall here, and the fix is always at the provider.
Send one message in
The badge clears and the agent starts replying. You can pause a number without disconnecting it, and resume later from the same panel.