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This feature is available only for businesses subscribed to the Messages Product.
A custom channel allows you to connect your own messaging source directly to Partoo. This enables you to centralize all your customer communications in one place while maintaining your existing messaging infrastructure.

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Prerequisites

Before setting up a custom channel, ensure you have:
If you need help with any of these prerequisite, please contact your Account Manager who can guide you through the process.

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Channel configuration

To integrate a custom channel, you need to contact our Account Manager to activate the channel. We’ll help you set up the integration with the following information:
1

Gather required information

Send to your support contact the following details for your custom channel:
  • name: Display name for your custom channel
  • icon: (Optional) URL to an image for the channel’s icon
  • is_readonly: Channel communication mode (see next step)
2

Choose communication mode

Decide whether your channel should be read-only or bidirectional:
  • Read-only (is_readonly: true)
  • Bidirectional (is_readonly: false)
  • Messages can only be sent TO Partoo
  • Simpler setup with no webhook requirements
  • Ideal for notification systems or logging
3

Contact support and receive channel_id

Reach out to our support team with your configuration requirements.
After configuration, you’ll receive a channel_id that you’ll need for implementing the message flow.
Before you start this phase, make sure that you have received the channel_id from the setup phase. Also make sure that you have access to the webhook endpoints (for bidirectional channels only).

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Send messages from your custom channel to Partoo

Once your custom channel is configured, you can use the message ingestion endpoint to send messages to Partoo from your custom channel.
POST /custom-channels/{channel_id}/messages
You can find more about the endpoint in the API Reference.

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How the endpoint works

This endpoint creates new messages in conversations that use custom channels.Key behaviors to consider:
  • If the conversation exists, the message is added to it
  • If the conversation doesn’t exist, it’s automatically created before adding the message
  • Messages are processed asynchronously for better performance
  • external_conversation_id& external_message_id enable you to correlate webhook messages with the corresponding conversations in your internal system.
  • Messages with the same external_message_id & channel_id are considered duplicates and ignored
  • Messages with the same external_conversation_id & channel_id are grouped in the same Partoo conversation
A 200 OK response indicates the request was received and accepted for processing, but doesn’t guarantee the message was successfully created. Monitor your webhook events or check the conversation to verify message delivery.

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Receive messages from Partoo to your custom channel (for bidirectional channels)

If you configured your channel as bidirectional (is_readonly: false), you need to handle incoming replies from Partoo
1

Subscribe to webhooks

Set up webhook subscription for Message Created events to receive replies sent from Partoo.
You can find more about webhooks in the Webhooks guide.
2

Process incoming messages

When Partoo users reply to messages, you’ll receive webhook notifications that you need to process and route back to your system.
You’ve successfully configured your custom messaging channel! Your integration is now ready to handle messages through Partoo’s messaging platform.