Skip to main content

Channels

A Merrows agent runs the same conversation definition across four channels. The engine adapts prompts and available actions per channel, and conversation authors can override behavior for a specific channel in the designer.

Voice​

Customers call a phone number assigned to your tenant. Speech recognition, the conversation engine, and text-to-speech run in real time. The API surface you interact with covers phone number assignment (/api/tenants/{tenantSlug}/phone-number), outbound calls (/api/tenants/{tenantSlug}/calls/outbound), call analytics, transcripts, and per-conversation voice settings (TTS provider, voice, language).

Chat​

Web chat embeds on your site or runs from the portal. Sessions survive page reloads and reconnects. Chat traffic flows over SignalR websockets rather than the REST endpoints in this reference, but conversation management, transcripts, and analytics for chat sessions are all here.

SMS​

Customers text your tenant's number and the agent replies from the same number. SMS is opt-in per tenant and consent-aware: STOP, START, and HELP keywords are handled automatically, and outbound messages check stored consent. Templates live under /api/tenants/{tenantSlug}/sms-templates.

Email​

Inbound email to your tenant's address starts or continues a threaded conversation. The agent replies in-thread. Email settings, templates, and per-thread conversation state are managed under the email endpoints (/api/tenants/{tenantSlug}/email-settings, /api/tenants/{tenantSlug}/email-templates, /api/tenants/{tenantSlug}/email-conversations).

Where conversations come from​

Conversations are designed in the portal: a visual editor with versioning, per-channel prompts, and A/B experiments. The API reference covers reading and managing those definitions programmatically, running experiments, and pulling the resulting analytics.