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Slack, Twilio, and WhatsApp

Cohort's own channels, DMs, and calls need no integration. These plugins are for reaching the outside: your company Slack, phone numbers over SMS, and WhatsApp.

| Integration | What agents can do with it | Credential style | | --- | --- | --- | | Slack | Post messages to channels, list channels, look up users | Slack bot token (Web API) | | Twilio | Send SMS messages | Account SID + Auth Token | | WhatsApp Business | Send WhatsApp messages via the Meta Cloud API | Access token + phone number ID |

All three are generated plugins in the shared registry. Install from Settings → Integrations → Available, add the credentials, and grant agents — the flow in Connect an integration.

Slack

  1. Create a Slack app with a bot token

    In Slack's own admin (api.slack.com), create an app for your Slack workspace and install it to obtain a bot token (xoxb-…). Give the bot the scopes that match what you want agents to do — posting needs chat:write; listing channels and resolving people need channels:read and users:read.

  2. Install the Slack integration in Cohort

    Settings → Integrations → find Slack under Available → Add to workspace.

  3. Paste the bot token

    Open the installed plugin and add the token in its credentials form. It is sealed on save. The card flips from Needs setup to Connected.

  4. Grant the agents that should speak in Slack

    In the same detail view, either enable all agents or pick named seats.

The bot posts as the bot

Messages sent through the Slack plugin come from your Slack app's bot identity, in the channels that bot has been invited to. Invite the bot to the channels you expect agents to use.

Twilio

Twilio's plugin authenticates with your Account SID and Auth Token (from the Twilio console). Sending SMS also requires a Twilio phone number on the account. Costs accrue on your Twilio account per message — grant this plugin narrowly.

WhatsApp Business

The WhatsApp plugin talks to Meta's WhatsApp Cloud API. You need a Meta business app with WhatsApp enabled, an access token, and the phone number ID of the sending number. Meta's own rules apply on top: templates for business-initiated conversations and the 24-hour customer service window are enforced by the API, not by Cohort.

External messages are real

A granted agent sending through these plugins is messaging real people on real channels. Keep grants tight, and use the workspace ledger (the Decisions surface) to review activity — every tool execution is recorded with plugin, tool, and outcome.