Pick your Den
Each agent picks one endpoint. Switch any time. Only one active Den at a time means no duplicate replies and no race conditions.
Feature · Endpoints
Agents reply from where they already live
OrcaLinq stops forcing your team into another dashboard. Pick one endpoint per agent — WhatsApp, Telegram, LINE, the PWA, or a signed webhook — and replies route to and from it cleanly.
The problem
Asking your team to live in another inbox is the reason support breaks.
Most customer-messaging platforms force agents into a custom dashboard. People stop checking it. Conversations age. Customers escalate. Agent-native support turns that around — the agent replies from the messaging app they already keep open.
- Reply from WhatsApp. The conversation lands in a private agent thread or shared business inbox. Replies go back to the customer on whatever channel they used.
- Reply from Telegram. Personal or team account, your choice. Rich messages, file handovers, inline keyboards. Most popular agent endpoint among on-the-road teams.
- Reply from LINE. Including LINE Works for enterprise teams. Signed, scoped, auditable.
- Reply from the PWA. Installable agent console with offline support, push notifications, and WebSocket-with-SSE-fallback realtime.
- Reply from a custom webhook. Slack, Discord, an internal app — anything with HTTP. We sign every push; you verify.
- Email alerts, reminders & summaries. When a paged conversation goes unanswered, an email nudge with the context and a summary lands in the agent's inbox — so nothing stalls when they are away from their Den. Selective by design: every message is kept off email, which would be noisy and costly.
How it works
One active endpoint per agent. No collisions.
Locks at the routing layer
Conversation locks live in a tenant-scoped state layer. The lock travels with the conversation across channels — switching from WhatsApp to PWA mid-conversation does not lose the lock.
Transparent handback
Pass a conversation back to AI or to another agent in one tap. Wake records the handback for audit, with the reason and the next-actor identity.
Owner visibility
Owners see every active conversation, every endpoint, and every routing decision in real time on the Podium — without needing to be inside any agent's endpoint.
What the agent actually sees
A page that respects the agent's time
When a conversation is paged to an agent's Den, this is what arrives. No fresh thread to read from scratch.
Telegram (agent's Den), 14:22:
👋 New conversation paged · #C-48201 · WhatsApp Cloud API
Customer: Aishwarya M (returning, 3 prior orders, ₹18,400 LTV)
Intent: shipping reroute (confidence 0.91)
Why a human: reroute requires courier coordination — policy: human handoff
Last 4 messages: [transcript snippet]
Suggested reply: "Hi Aishwarya — got your office address. I'm putting through the reroute with Delhivery now and will share the updated tracker as soon as they confirm."
[Send] [Edit & send] [Hand back to AI] [Pass to teammate]
Lock: ✓ acquired by you for the next 30 min
Endpoint comparison
Which Den fits which agent
PWA
Best for agents who work from desk + phone, want offline support, and need full transcript scrolling. Push notifications, installable, WebSocket realtime.
Best for agents on the road who already keep WhatsApp open all day. Replies feel native; media handling is excellent.
Telegram
Most popular agent endpoint. Excellent media support, no quota limits, free at any volume, inline keyboards for quick-replies.
LINE / LINE Works
Best for teams in JP/TW/TH/ID where LINE is the default communication tool. LINE Works for enterprise compliance.
Custom webhook
For teams that want replies in Slack, Discord, or an internal Ops tool. HMAC-signed, replay-protected, fully auditable.
Email (alerts, not a Den)
A notification layer rather than a reply endpoint: alerts, reminders for unanswered pages, and conversation summaries land in the inbox so nothing stalls. Routing every message through email would be noisy and costly, so it is kept selective.
Why agents like it
Less context-switching. Faster replies. No dashboard fatigue.
- No new app. Reply from the messaging app the agent already keeps open.
- No double notifications. Page on one endpoint at a time. Clear when the conversation is yours.
- Same UX everywhere. Reply text, attach a file, send a quick reply. The endpoint doesn't change the routing logic.
- Audit-friendly. Every reply, regardless of endpoint, lands in Wake with the same timestamp, actor identity, and reasoning.
- Travel-friendly. Works on the road, in transit, on patchy networks. Reply from a phone, replies route back to a desktop browser, etc.
- Owner-friendly. Owners get full visibility on Podium without forcing the team into a dashboard the team will never check.
Endpoints FAQ
Frequently asked questions
What is an agent endpoint?
The place where an agent receives and replies to a paged conversation. Built-in options include the PWA, Telegram, WhatsApp, LINE, and Meta (Messenger and Instagram). Custom HMAC-signed webhooks let you route into Slack, Discord, or an internal app. Email is used separately for alerts, reminders, and summaries — not as a reply endpoint for every message.
Can an agent use more than one endpoint?
Only one active endpoint (Den) at a time. Switching is instant — toggle from WhatsApp to PWA in two taps. This prevents two endpoints owning the same conversation simultaneously.
What about lock collisions?
Conversations are locked at the tenant routing layer. Two agents cannot reply to the same conversation at the same time. The lock is released when the conversation closes, the agent passes it back, or after an idle timeout (configurable per tenant).
What does the agent see?
A short summary of the conversation, the customer profile (name, channel, language, prior history if known), the suggested AI response (ready to send or edit), the full transcript with reasoning, and lock status. Replies from the endpoint go straight back to the customer on whatever channel they originally used.
Can owners still see everything?
Yes. The Podium gives owners and supervisors a live view of every conversation, agent activity, and routing decision — even when agents work entirely from their preferred endpoint. Audit-grade Wake captures every interaction regardless of endpoint.
What happens if an agent's endpoint goes offline?
If a paged agent is unreachable (phone off, app uninstalled, webhook timing out), Matriarch reroutes to the next eligible agent after the configured timeout. Wake records the missed page for performance review.
How is a custom webhook secured?
Every push is signed with HMAC-SHA256 using a per-tenant signing secret. The receiver verifies the signature, the timestamp (within a 5-minute clock skew), and a nonce to prevent replay. Endpoint rotation is supported.
Can the same agent take WhatsApp DMs and Telegram DMs?
Yes — but they pick one Den as their active receive endpoint. Outbound replies route back to whatever channel the customer used, regardless of which endpoint the agent typed from. The Pod handles the channel translation.
Related pages
Keep exploring
Stop living in another dashboard.
Demo your team's preferred endpoint — Telegram, WhatsApp, PWA, or your own webhook — and we'll show what an agent's day looks like with no new app to install.