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Create conversational custom chat integration › Conversational custom chat integrations › Integrate VA with other channels › Virtual Agent › Conversational Interfaces
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Create a new channel for your custom chat integration

Create a new channel or update an existing channel for your custom chat integration. Channels are defined in the Messaging Channels [sys_cs_channel] table.

Before you begin

Activate the Glide Virtual Agent plugin (com.glide.cs.chatbot) if it's not already activated. This plugin automatically activates the Conversational Custom Chat Integration plugin (com.glide.cs.custom.adapter) for custom chat integrations.

Note: The Conversational Custom Chat Integration Framework (CCCIF) uses Integration Hub. Transactions count against your Integration Hub quota.

Role required: admin

Procedure

  1. Navigate to All, and then enter sys_cs_channel.list in the navigation filter.

  2. On the Messaging Channels page, select New.

    Alternatively, select an existing channel to open it.

  3. On the form, fill in the fields.

FieldDescription
NameName of your channel, such as Mobile App or SMS.
Opted in all topics by defaultOption to make all topics available in this channel.
Enable NotificationsOption to turn notifications on or off on this channel.
Live Agent OnlyOption to initiate conversations with live agents, bypassing the Virtual Agent bot.
Store app page linkThis field should be left empty.
TypeChannel type.- Chat: Standard chat experience - Messaging: Long-running conversation - Phone: Phone (audio) conversation - Walk-up: In-person conversation
Conversation Idle Timeout

Number of seconds that abandoned Virtual Agent and Agent Chat conversations remain open in the channel, after the requester's last response.

This channel-specific value overrides the following settings:

  • Default idle conversation timeout value, which is 7200 seconds
  • Idle conversation time-out value set through the com.glide.cs.conversation_idle_timeout system property to override the default timeout value For more information about conversation idle timeouts, see Closing Virtual Agent and Agent Chat conversations.
SecureOption for the channel to be secure to support handling of sensitive data such as passwords.
Support typing indicatorOption to display typing indicators for this channel. Flag applies to both agent and bot indicators.
IconThis field should be left empty.
  1. Select Submit.

What to do next

Configure a provider for your custom chat integration

Parent Topic:Create a Virtual Agent conversational custom chat integration