Custom Channel Quick Start

This integration allows your team to chat with your customers over any messaging Channel via a custom implementation.

Connecting a Custom Channel

Step 1: Go to Settings > Channels

Step 2: Click Add Channel > Custom Channel > Connect

Step 3: Enter the destination Webhook URL where outgoing messages will be sent.

Step 4: Select the ID type for the Channel > click Next

ID types are used for user identification and are used to communicate with your custom integration server.

There are two types of IDs available:

1. Phone Number: Use this if the messaging service provider recognizes Contacts based on their Phone Number.

   1. Sample format: +60177872890

2. Custom ID: Use this if the messaging service provider recognizes Contacts based on a custom-generated ID.

   1. The maximum character length is 50.

   2. A-Z, a-z, 0-9, _ , =, + , / and @ are allowed.

Step 5: The following dialog will provide the Channel ID, API Token, and Webhook URL e.g.

1. Channel ID: gfd8g7fd89dgfd

2. API Token: aaaxczsadzxcasdacxzcasdaaaxczsadzxcasdacxzcasd

3. Webhook URL: https://app.respond.io/custom/channel/webhook/Using a Phone Number ID type allows you to initiate a conversation and send the first message to a Contact.

Pass Messages to respond.io

Webhook URL is used to post the Messages, Messaging Echoes and Messaging Receipts to the respond.io platform.

The provided code will trigger the webhook on respond.io, creating a Contact if necessary and saving the message under that Contact.

Sample for Messages

curl -X POST \
  https://app.respond.io/custom/channel/webhook/ \
  -H 'authorization: Bearer aaaxczsadzxcasdacxzcasdaaaxczsadzxcasdacxzcasd' \
  -H 'cache-control: no-cache' \
  -H 'content-type: application/json' \
  -d '{
  "channelId": "gfd8g7fd89dgfd",
  "contactId": "+60177872890",
  "events": [
    {
      "type": "message",
      "mId": "xcvzzxcxczxczxc",
      "timestamp": 2132131321000,
      "message": {
        "type": "text",
        "text": "Hello World"
      }
    }
  ],
  "contact": {
    "firstName": "John",
    "lastName": "Doe",
    "profilePic": "<https://static.independent.co.uk/s3fs-public/thumbnails/image/2015/07/08/14/pic.jpg>",
    "countryCode": "MY",
    "email": "john@respond.io",
    "phone": "+60177872890",
    "language": "en"
  }
}'

Sample for Messaging Echoes

curl -X POST \
  https://app.respond.io/custom/channel/webhook/ \
  -H 'authorization: Bearer aaaxczsadzxcasdacxzcasdaaaxczsadzxcasdacxzcasd' \
  -H 'cache-control: no-cache' \
  -H 'content-type: application/json' \
  -d '{
  "channelId": "gfd8g7fd89dgfd",
  "contactId": "+60177872890",
  "events": [
    {
      "type": "message_echo",
      "mId": "xcvzzxcxczxczxc",
      "timestamp": 2132131321000,
      "message": {
        "type": "text",
        "text": "Hello World"
      }
    }
  ],
  "contact": {
    "firstName": "John",
    "lastName": "Doe",
    "profilePic": "<https://static.independent.co.uk/s3fs-public/thumbnails/image/2015/07/08/14/pic.jpg>",
    "countryCode": "MY",
    "email": "john@respond.io",
    "phone": "+60177872890",
    "language": "en"
  }
}'

Sample for Messaging Receipts

curl -X POST \
  https://app.respond.io/custom/channel/webhook/ \
  -H 'authorization: Bearer aaaxczsadzxcasdacxzcasdaaaxczsadzxcasdacxzcasd' \
  -H 'cache-control: no-cache' \
  -H 'content-type: application/json' \
  -d '{
  "channelId": "gfd8g7fd89dgfd",
  "contactId": "+60177872890",
  "events": [
    {
      "type": "message_status",
      "mId": "xcvzzxcxczxczxc",
      "timestamp": 2132131321000,
      "status": {
        "value": "sent|delivered|read|failed",
        "message": "Error: Sending failed due to invalid token"
      }
  ]
}'

Response - Success (HTTP status → 200)

"OK"

Handle Outgoing Messages from respond.io

respond.io will call the endpoint <API Base URL>/message

Ensure you apply the Outgoing Message code on the /message route of your web server.

Here is the cURL example of respond.io calling the endpoint:

curl -X POST \
  <API Base URL>/message \
  -H 'authorization: Bearer aaaxczsadzxcasdacxzcasdaaaxczsadzxcasdacxzcasd' \
  -H 'cache-control: no-cache' \
  -H 'content-type: application/json' \
  -d '{
	"channelId": "gfd8g7fd89dgfd",
	"contactId": "+60177872890",
	"message": {
		"type": "text",
		"text": "Hello World"
	}
}'

Response - Success (HTTP status → 200)

{
	"mId": "1640141607842"
}

Authentication needs to happen at the endpoint before sending the message to the Messaging Service Provider.

Here's an example of using an express middleware for this purpose:

const {validationResult} = require('express-validator');

const validateToken = (req, res, next) => {
    const apiToken = <<API Token>>
    const bearerToken = req.headers.authorization;

    if (!bearerToken)
        return res.send(401)

    const token = bearerToken.substring(7, bearerToken.length);

    if (apiToken !== token) {
        return res.send(401)
    }
    next();
};

module.exports = {
    validateToken
};

We've included an example of a Custom Channel you can test on your server. Check out our GitHub project here.

Messages Type

Sample for Text

{
  "type": "text",
  "text": "Welcome to respond.io",
}

Sample for Media File

{
  "type": "attachment",
  "attachment": {
    "type": "image|video|audio|file",
    "url": "https://abc/japan.png",
    "mimeType": "image/png",
    "fileName":"company logo.png",
    "description": "latest company logo"
  }
}

Ensure that the attachment URL isn't forcibly downloaded by the browser. The HTTP response's Content-Disposition header should have the default value, which is inline.

Sample for Location

{
  "type": "location",
  "latitude": 0.123456,
  "longitude": -0.1234,
  "address": "Sky Suites, Jalan P. Ramlee, Kuala Lumpur, 50250 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur"
}

Sample for Quick Reply

{
  "type": "quick_reply",
  "title": "Select your preferred language",  
  "replies": [
    "Malay",
    "English"
  ]
}

Error Codes

Error (HTTP Status → 4xx)

{
	"error": {
		"message": "Error message"
	}
}

Channel Configuration

Step 1: Click Settings > Channels

Step 2: Locate the Custom Channel > click Manage

Step 3: In the Custom Channel Configuration page you will see the following configurations:

• Channel Icon - Upload an image that serves as the icon for your Custom Channel.

• Channel Name - The Channel Name can be changed and is used internally to identify the Channel.

• Webhook URL for Outgoing message — The webhook URL for outgoing messages to this Channel.

• Webhook URL for Incoming message — The webhook URL for incoming messages to this Channel.

• ID Type — These are used for user identification and are used to communicate with your custom integration server.

• Channel ID — Unique Channel ID to identify your Custom Channel.

• API Token — A unique identifier used to authenticate a user to access an API.

Step 4: Click Save Changes to update the Custom Channel configuration.

FAQ and Troubleshooting

Can I connect chats from other platforms using a Custom Channel?

Yes, you can. Here are three steps to follow:

1. In respond.io, input the destination webhook URL from the other platform into the Webhook URL for Incoming message field.

2. In the other platform, set up a webhook URL pointing to respond.io, allowing Contacts to send messages back to you.

3. You'll require a Custom Integration Server to interpret APIs from both respond.io and the other platform, enabling message exchange between them.

Make sure to confirm with the other platform that the first two steps are feasible.