The Integrations tab is where you connect external messaging channels to your project. The language selector in the top right lets you configure integrations per culture.
Before enabling any integration, you need to request onboarding through your account manager. Once onboarded, you receive the credentials needed to configure the integration here. Enabled integrations appear at the top of the page; available ones are listed below.
Available integrations
|
Integration |
Char limit |
Linebreaks |
Text styling |
Tables |
Media |
MSC handover |
|---|---|---|---|---|---|---|
|
|
— |
Split into bubbles |
Bold, italic |
— |
Yes |
✓ |
|
Facebook Messenger |
2,000 |
Split into bubbles |
Bold, italic |
✗ |
≤25MB (no SVG) |
✓ |
|
X (Twitter) DM |
10,000 |
Split into bubbles |
✗ |
✗ |
≤5MB jpg/png/webp, ≤15MB gif (no SVG) |
✓ |
|
Instagram DM |
1,000 |
Split into bubbles |
✗ |
Conditional |
≤8MB (gif sent as URL) |
✓ |
|
Apple Messages for Business |
— |
Split into bubbles |
✗ |
— |
No SVG |
✓ |
|
SMS |
1,224 |
✗ (single bubble) |
✗ |
✗ |
Sent as clickable URL |
✓ |
|
RCS |
— |
✗ (single bubble) |
✗ |
— |
No SVG |
✓ |
|
Livechat |
— |
— |
— |
— |
— |
Full handover flow |
All integrations support Text, Dialog, and T-dialog content types. For channel-specific setup instructions and configuration fields, see the child pages in this section.
WhatsApp
In addition to standard features, the WhatsApp integration supports native WhatsApp elements — Quick Replies, List Messages, and a standardized feedback flow. See WhatsApp Integration for full details.
Livechat
The Livechat integration implements a standardized live chat handover flow to Mobile Service Cloud. When triggered, CAIC performs a presence check, runs a prechat transactional dialog to collect intake information, then hands the conversation to an MSC agent. Once handed over, the end user cannot re-engage with CAIC for the remainder of their session (24 hours of inactivity). See Livechat Channel Integration for prerequisites and full flow details.