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Where it lives

Communication Tools sits under Settings, at Integrations.
A shared thread on a submission, where a comment reaches the partner in their own channel and their reply lands back on the record.

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Before you start

For a registration to complete in the thread, attach the form to the partner’s experience and avoid field types that cannot be filled conversationally.

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How it works

Communication Tools is the partner-side experience of Introw’s chat surface: the partner works from a shared channel with the vendor’s team - Slack or Microsoft Teams - or from WhatsApp, and the same Introw agent that runs the program is in it. The partner connects nothing themselves: Slack and Teams channels are set up and managed by the vendor, who invites the partner in; WhatsApp is the only channel the partner owns. Everything is configured once on the vendor side and documented in its canonical home - this page ties it together for the partner and points to each guide.
  • The vendor connects Slack or Teams and maps a shared channel per partner. See Slack & Teams.
  • The same agent answers and acts in the channel. See Partner Support.
  • The partner registers deals and shares leads from the channel in one sentence, and the agent collects the vendor’s required form fields in the thread before submitting. See Register a deal from chat, Ways to register a deal, and Ways to refer a deal.
  • WhatsApp is the partner’s own channel, for the rep who works from their phone. It is a one-click, paid add-on on the vendor side that provisions a number on Introw’s managed messaging. See Set up WhatsApp.

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How the agent knows who it is talking to

This is the difference between the channels, and the cause of most “the agent does not know me” reports: In both cases the individual sender is resolved separately, from their chat profile email or that contact record, which is what scopes the conversation to what that person may see.

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Settings & configuration

The channels, the agent, and which notifications post are configured once on the vendor side; the partner just works in the channel. Nothing is set up by the partner on any channel. Chat setup lives on the vendor’s Integrations screen. Until a channel is mapped to the partner, there is no shared channel for the agent to work in. WhatsApp is enabled from the same screen, where its block also shows the number to share with partners.

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How-to guides

The channel setup guides live with the Chat integration; the how-to below is specific to the partner surface.

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Troubleshooting

Shared Slack and Teams channels are set up on the vendor side, one per partner; the partner is invited into the channel rather than creating their own workspace. WhatsApp is the partner’s own channel. The in-channel agent depends on the partner support agent being enabled, and it is scoped to the partner’s access.
The vendor has not mapped a channel to the partner. See Slack & Teams.
The partner support agent is not enabled, or the partner contact lacks experience access.
Check the per-partner channel mapping on the vendor side.
The channel is not mapped to a partner, so there is no partner context to act in.
A required field on that form is a file upload, batch upload, CRM object picker, or quote selector, none of which can be filled conversationally. The agent hands over a link to the form instead.
The phone number they messaged from is not on their synced CRM contact record.