> ## Documentation Index
> Fetch the complete documentation index at: https://docs.joinsayless.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Integrations overview

> What each integration does, who sets it up, and which plans include it.

Integrations do two kinds of work in Sayless:

* **Channels** bring customer messages into the inbox and send your replies back: email, Slack, Microsoft Teams, and Telegram. The chat widget and customer portal are built in; see [Chat widgets](https://docs.joinsayless.com/admin/chat-widgets.md) and [Customer portal](https://docs.joinsayless.com/admin/customer-portal.md).
* **Tools** connect work that happens elsewhere: Linear and Jira issues on tickets, Gong calls on companies, and Jam screen recordings in conversations.

## At a glance

| Integration | What it does | Set up by | Plans |
| - | - | - | - |
| [Email](https://docs.joinsayless.com/integrations/email.md) | Turns email to your support address into conversations and sends replies from it. | Admin | All plans |
| [Slack](https://docs.joinsayless.com/integrations/slack.md) | Brings Slack channel messages into the inbox; agents reply from Sayless. Also powers Slack broadcasts. | Admin, then each agent (optional) | Growth and above |
| [Escalation channels](https://docs.joinsayless.com/integrations/escalation-channels.md) | Starts internal Slack threads from a ticket or conversation and syncs replies back to the record. | Admin | Plans with Slack |
| [Microsoft Teams](https://docs.joinsayless.com/integrations/microsoft-teams.md) | Brings Teams channel threads into the inbox. | Admin, with Sayless support | Enterprise |
| [Telegram](https://docs.joinsayless.com/integrations/telegram.md) | Brings Telegram group messages into the inbox through a workspace bot. | Admin, then each agent (optional) | All plans |
| [Linear](https://docs.joinsayless.com/integrations/linear.md) | Create or link Linear issues from a ticket and follow their progress on the ticket. | Each agent | All plans |
| [Jira](https://docs.joinsayless.com/integrations/jira.md) | Create or link Jira issues from a ticket and follow their progress on the ticket. | Each agent | All plans |
| [Gong](https://docs.joinsayless.com/integrations/gong.md) | Attaches Gong call recordings and transcripts to company meetings. | Admin | Scale and above |
| [Jam](https://docs.joinsayless.com/integrations/jam.md) | Asks customers to record their screen; the recording lands in the conversation. | Admin | All plans |

All integrations live under [Settings > Apps](https://joinsayless.com/settings/apps). Workspace connections need an admin. Personal connections (Slack, Telegram, Linear, Jira) are per agent and let you act as yourself.

## How channel messages become conversations

Channels that carry ongoing group chat (Slack, Telegram) don't have a natural "ticket" boundary, so Sayless groups messages into conversations:

* A reply to a message (a Slack thread reply, a Telegram reply) joins that message's conversation while it's open.
* Otherwise, a message joins the channel's recent conversation: the same person within the last 2 hours, or anyone within the last hour.
* After that, a new message starts a new conversation.

Teams channels already have threads, so each Teams post and its replies are one conversation. Email threads by the email's reply headers.

Messages come in from the channels and groups you've connected. Link each one to a company so its conversations carry that company and show up on the company's page. Telegram only reads groups that are linked to a company.

## Who customers see when you reply

On Slack, Microsoft Teams, and Telegram, your reply goes out as **you** when you've connected your personal account, and as the **workspace bot** otherwise. Connect your personal account from [Settings > Apps](https://joinsayless.com/settings/apps) if customers should see your name.

## Contacts from channel messages

When someone new writes in a connected channel, Sayless creates a contact for them. On Slack and Teams it uses their account's email, and a work email also links the contact to that company.

Your own team often sits in the same groups as customers. On Telegram, list teammates under **Internal users** so their messages are attributed to them instead of creating customer contacts; see [Telegram](https://docs.joinsayless.com/integrations/telegram.md#internal-users).


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