SMS, Telegram, and tickets are joining ElevenAgents

ElevenAgents centralizes the processing of SMS, Telegram, and support tickets. A single configuration drives all customer flows.

ElevenAgents is expanding its touchpoints. Adding to the channels already covered—phone, web, Zendesk, Slack, and WhatsApp—are SMS, Telegram, as well as ticket processing on Intercom and Freshdesk. Everything is managed from a redesigned channel dashboard, which displays what is running, what remains available, and allows for connecting a new one.

The core principle relies on a single definition. An agent is described once, with its knowledge base, tools, procedures, and guardrails, and is then deployed across each touchpoint without being duplicated. A customer who calls via Twilio or Genesys, writes via SMS, or opens a ticket is therefore dealing with the same agent.

Still, holding a phone conversation and drafting a written response do not require the same register. Behavioral settings per channel adjust the length and tone depending on the touchpoint—detailed for email, concise for messaging—without the need to maintain multiple agents in parallel. Simulations restricted to a single channel are used to test this configuration against evaluation criteria before going live.

The Telegram, Intercom, and Freshdesk integrations are in Alpha, and other channels have been announced. The processing of images, files, and audio attachments is handled by a separate block of the platform.