Channels

11 articles

• A team member can't see conversations An agent only sees conversations in the channels they are a member of. Add them to the channel's “Collaborators” section. Last updated: 27 September 2026
• API channel: connect your own app Settings › Workspace settings › Inboxes › “Add Inbox” › “Custom channel (API)”. Enter the “Channel Name” and “Webhook URL” and click “Create API Channel”. Your developer sets up the rest with the REST API. Last updated: 26 September 2026
• Add a new channel On Settings › Workspace settings › Inboxes, click “Add Inbox” and choose the channel from the channel catalog. Last updated: 27 September 2026
• Change a channel's name, picture and conversation routing Open the channel's settings from the list in Settings › Workspace settings › Inboxes. The “Settings” tab has the name, avatar, “Conversation Routing” and other options; click “Update” at the end. Last updated: 26 September 2026
• Connect a Telegram bot Create a bot with @BotFather in Telegram and copy its token. Then, in Settings › Workspace settings › Inboxes › “Add Inbox” › “Telegram”, paste it into the “Bot Token” field and click “Create Telegram Channel”. Last updated: 26 September 2026
• Connect a TikTok account In Settings › Workspace settings › Inboxes › “Add Inbox”, click “Continue with TikTok” on the “TikTok” card, sign in to your TikTok account and give permission. Last updated: 26 September 2026
• Connect an SMS channel (Twilio or Bandwidth) The SMS channel works with a Twilio or Bandwidth account. In “Add Inbox” › “SMS”, choose the provider, enter the account details and number, then put the callback URL you're shown into the provider's dashboard. Last updated: 26 September 2026
• Delete or pause a channel A channel is deleted with the “Delete” button in the Inboxes list, and its conversations are deleted too. There's no button to pause a channel; a QR number can be unlinked with “Disconnect”. Last updated: 27 September 2026
• Set business hours, a lunch break and an out-of-hours message In the channel's settings, open “Business Hours”, turn on “Enable business availability for this inbox”, enter the out-of-hours message, time zone and days, and click “Update business hours settings”. For a break during the day, tick “Lunch break” for that day. Last updated: 1 October 2026
• Set up a greeting message In the channel's settings, in the “Channel Preferences” part of the “Settings” tab, turn on “Enable channel greeting”, write the text in the “Channel greeting message” field and click “Update”. Last updated: 26 September 2026
• “Your inbox connection has expired”: reconnect a channel When a channel's permission expires, a warning icon appears next to the channel in the left menu and the channel's settings show a “Your inbox is disconnected” bar. Sign in again with the “Click here to reconnect” link. You do not need to delete the channel. Last updated: 26 September 2026