VK Channel

The VK channel turns messages that customers send to a VK community into tickets in the Inbox. Operators reply from SupportHub, and the customer gets the reply in the community's messages.

Connecting a Community

A project owner or admin connects it:

• In Settings → Channels, add a VK channel and open its card.
• Step 1 on the card: copy the “Callback API URL” and add it in the VK community settings under API usage → Callback API.
• Step 2: fill in the “Community token”, “Community ID” and “Confirmation string”, then click “Connect”.
• In the community's Callback API settings, enable the incoming message (message_new) and bot button press (message_event) events — those are the only ones SupportHub handles.

Where to get the credentials

• “Community token” — an access key created in the VK community management (API usage → Access keys). The key needs access to community messages.
• “Community ID” — the community's numeric identifier.
• “Confirmation string” — VK shows it in the Callback API section.

The community bot

• The greeting, menu buttons, request topics with extra fields, auto-replies and the outside-working-hours message are set up in Settings → VK Bot Builder.
• When the customer sends “/start”, “start” or “menu” (or the Russian words for start and menu), they get the greeting with the button menu. No ticket is created for that.

What the operator sees

• VK tickets arrive in the Inbox like any others; the contact card has a “VK ID” row.
• The customer's photos, documents, voice messages and stickers show up in the ticket.
• Your reply reaches the customer in the community's messages. VK doesn't display formatting, so it's removed and links become “text (address)”. Images arrive as photos and other files as documents, up to 10 attachments per message.