Channels
Tier access: STARTER GROWTH PLUS PREMIER — Available on all tiers; individual channel types and channel count are gated by plan.
Overview
Channels is where you connect and manage every way customers reach you — WebChat, WhatsApp, Messenger, Instagram, Email and more. Each channel can be switched on or off, previewed, and configured, and connected channels feed into the Unified Inbox and (for AI) the agent orchestrator.
You reach it from Setup → Channels in the left navigation sidebar.
What's on this page
Column | What it shows |
|---|---|
Channel Name | Each connected channel, with its platform icon |
Status | A toggle to activate or deactivate the channel |
Preview | For web channels, links to preview the widget (Web / Mobile / Preview) |
Configuration | Edit a channel's settings |
Managing channels
What it does: Lists every channel with its on/off status and configuration, and lets you connect new ones.
How to use it:
Select Connect New Channel to add a channel.
Use Search by channel, or brand to find one.
Use the Status toggle to activate or deactivate a channel.
For web channels, use the Web / Mobile / Preview links to preview the widget; select Edit to configure a channel.
Plan-based channel limits
What it does: The channel connection experience reflects your subscription plan, so you always know which channel types you can connect and how many, before you start.
How it works:
Select Connect New Channel to see the channel types. Each type is marked Available to connect or Locked in your plan.
Channel types not included in your plan appear locked — selecting one explains it isn't available on your current plan.
When you reach your plan's limit for a channel type, connecting another shows a clear message instead of allowing an overage.
Tier note: Channel management is available on all tiers, but specific channel types and the number of channels are gated by plan: social (Facebook/Instagram), WhatsApp, Email and WebChat are all-tier; Mobile/Customer-Portal channels are Plus & Premier. The channel cap is 1 per platform type (Starter) · 3 (Growth) · 5 (Plus) · Unlimited (Premier).
WhatsApp usernames
WhatsApp lets people contact a business without sharing their phone number, using a username instead. Those conversations arrive in the Unified Inbox like any other:
The customer’s WhatsApp username is shown in the conversation and on their customer profile.
Replies reach them normally — no phone number is required.
If they later share a phone number, it is added to the same contact rather than creating a duplicate.
Customers who message from a phone number are unaffected.
No configuration is needed — this works on your existing WhatsApp channels.