AI voice technology startup ElevenLabs has expanded the support channels for its enterprise AI agent platform, ElevenAgents. With this update, a single AI agent can now handle omnichannel customer interactions covering phone, chat, SMS, and email.

Eleven Labs announced on the 31st that it has newly added SMS and Telegram response and Intercom and Freshdesk ticket processing functions to Eleven Agent.

The new channel is managed in an integrated manner on the revamped channel dashboard, along with the existing supported Phone, Web, Zendesk, Slack, and WhatsApp.

The key feature of this update is that you can immediately deploy the same AI agent across all channels by setting up knowledge, tools, work procedures, and guardrail rules just once.

Previously, it was common practice to operate separate bots or automation tools for each channel.

The company explained that ElevenAgent is designed with a structure where the same agent responds regardless of whether the customer uses a phone, SMS, or ticket.

A 'Channel-specific behavior settings' feature has also been introduced to individually adjust response styles for each channel.

You can set different response methods, providing detailed responses in emails, and concise responses in real-time chats or SMS.

In addition, a simulation function is provided to verify response quality and behavior according to predefined evaluation criteria before making the channel public.

Integration with the existing contact center infrastructure has also been strengthened.

The phone channel supports Twilio and SIP trunking, and agents can be operated directly within the Genesys workflow.

In the Tickets & Email area, Zendesk & Intercom &The company stated that agents directly handle ticket response writing and email replies by integrating with Fresh Desk.

Channel-specific operation settings and simulation functions are currently available directly on the ElevenAgent dashboard.

Integration with Telegram, Intercom, and Fresh Desk is provided in the Alpha stage.

Eleven Labs was founded in 2022 and raised $500 million in a Series D investment round in February 2026, valuing the company at $11 billion.