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External integrations

ChannelX connects to a handful of external tools that slot into the agent workflow: Linear for issue tracking, Google Translate for cross-language conversations, and Dyte for video calls. Each is configured from the settings area and adds capability directly inside the conversation view.

Linear

If your team tracks work in Linear, you can create issues and link existing ones straight from a conversation, keeping engineering work tied to the customer report that prompted it.

Connecting Linear

  1. Go to Settings → Integrations → Linear and click Configure.
  2. Click Connect, then Authorize when the consent prompt appears.

After authorizing, you're redirected back to ChannelX and the integration is ready.

Using Linear

  • Create an issue — open a conversation, click the Linear button in the header, fill in the title, description, and team, then click Create. The issue is created in Linear with the conversation linked.
  • Link an existing issue — open the link issue tab, search for the ticket, and click Link to connect it to the conversation.

Google Translate

When messages arrive in languages your team doesn't read, the Google Translate integration lets you translate them inline so you can still help the customer in their own language.

Connecting Google Translate

  1. Go to Settings → Applications → Google Translate and click Configure.
  2. Click Connect.
  3. Enter your Google Cloud Project ID and Project Key file, then click Create.

To produce the key, sign in to the Google Cloud Console, create or select a project, and enable the Cloud Translation API under APIs & Services → Library (billing must be enabled). Then go to IAM & Admin → Service Accounts, create a service account with the Cloud Translation API User role, open its Keys tab, and create a new JSON key. Paste the contents of that file into the Project Key file field in ChannelX.

Choosing the translation language

Incoming messages are translated into your site language. Set it under Settings → Account Settings → Site Language, pick your language from the dropdown, and click Update Settings. Agents can also choose their own preferred language individually.

Translating a message

Open the menu beside any incoming message (the three dots) and choose Translate. The translated text appears inline beneath the original.

Dyte video calls

A quick video call often resolves a problem faster than a long chat. With the Dyte integration, agents can invite website live-chat visitors into a video call directly from the conversation.

Connecting Dyte

  1. Make sure you have a Dyte account.
  2. Go to Settings → Applications → Dyte and click Configure.
  3. Click Connect.
  4. Enter your Organization ID and API Key from Dyte, then click Create. You'll find both values in the API Keys section of your Dyte developer portal.

Starting a video call

  1. In a website inbox conversation, click the video camera icon below the text editor.
  2. ChannelX sends the customer an invitation with a Click here to join button.
  3. Once the customer joins, you're connected, with the usual in-call controls available to both sides.

Protect your API credentials

The keys for Google Translate, Dyte, and Linear authorize billed or privileged access to those services. Store the JSON key files and API keys securely, restrict each service account to the minimum role it needs, and rotate any credential you suspect has been exposed.