Clomni

Change a channel's name, picture and conversation routing

Last updated: 26 September 2026 · 5 min read

Each channel has its own settings. An administrator changes them. The number of tabs depends on the channel type.

Steps

  1. 1

    Open the channel's settings

    In Settings › Workspace settings › Inboxes, find the channel and open its settings. At the top there are tabs: “Settings”, “Collaborators”, “Business Hours”, “CSAT” and others depending on the channel type.

  2. 2

    Name and picture

    On the “Settings” tab, upload a picture in “Channel Avatar” and change the name in the “Inbox Name” field. The name helps you recognize the channel in the dashboard.

  3. 3

    When a customer writes again

    “Conversation Routing” decides what happens when a customer writes again:

    • “Reopen same conversation”: when the contact writes again, the previous conversation is reopened.
    • “Create new conversations”: after the previous one is resolved, a new conversation is created each time.
  4. 4

    Save

    At the bottom of the page, click “Update”. The message “Inbox settings updated successfully” appears.

  5. 5

    Other tabs

    • “Collaborators”: the agents who see this channel, and automatic assignment.
    • “Business Hours”: working hours and the message sent outside them.
    • “CSAT”: a satisfaction survey at the end of a conversation.
    • “Configuration”: the channel's technical details (code, webhook, templates).