AI Helpdesk supports inquiry intake from multiple chat services and MCP-based integration with external systems.
This page summarizes the current support matrix and links to the individual integration guides.
Supported chat services
The chat services available for inquiry intake are listed below.
Choose a connection method that matches your operational needs by comparing the bot types and chat formats.
| Service | Bot type | Chat format |
|---|
| Slack | Standard Bot / Custom Bot | Threaded |
| Microsoft Teams | Standard Bot / Custom Bot | Dedicated room per session |
| LINE WORKS | Custom Bot | Dedicated room per session |
| Google Chat | Custom Bot | Threaded |
Bot types
| Type | Description |
|---|
| Standard Bot | Connect via OAuth using an official app provided by Admina. No need to manage app secrets yourself — the fastest path to onboarding. |
| Custom Bot | Create your own app and connect by entering credentials such as a Bot Token in AI Helpdesk. Lets you manage the app’s permissions and branding yourself. |
| Format | Behavior |
|---|
| Threaded | The bot is mentioned in an existing channel/space, and the conversation continues inside the reply thread. The original channel members can see the conversation. |
| Dedicated room per session | A DM to the bot triggers the creation of a dedicated group chat with the user, bot, and observer. Conversation happens inside that group, and the original channel members cannot see it. |
The “dedicated room per session” format requires at least one observer user to establish a group chat.
We recommend using a dedicated account that does not monitor inquiry content during normal operations.
Knowledge integrations
AI Helpdesk supports connecting external knowledge sources so AI agents can search and reference them.
| Service | Description |
|---|
| Confluence (Knowledge integration) | Add Confluence pages as a knowledge search source for the AI agent. Supports Confluence (OAuth) and Confluence (API Key) connection types. |
MCP server integrations
AI Helpdesk also supports integration with MCP (Model Context Protocol) servers, so AI agents can look up information in external systems.
| Server | Purpose |
|---|
| Admina MCP server | Let the AI agent look up Admina IT asset information (devices, identities, services, etc.) |
Related pages
