Why it matters
The channel Settings tab keeps operational behavior separate from channel identity, hours, and users so admins can change runtime settings without touching provider setup.
Key Concepts
Inbox settings: Inbox settings control how the channel behaves in the inbox experience.
AI settings: AI settings control channel-level AI behavior where enabled.
Link Tracking Settings: Link tracking settings control whether links sent through the channel can be tracked where supported.
Step-by-Step: Review channel settings
Open Settings > Channels.
Select the channel you want to update.
Open the Settings tab.
Review Inbox settings for channel-level inbox behavior.
Review AI settings if the channel uses AI features.
Review WhatsApp settings if the channel is a WhatsApp channel.
Review Link Tracking Settings if link tracking is available for the channel.
Tips and Best Practices
Only settings that apply to the channel type are shown.
Use Overview for channel name and address, not runtime behavior.
Use Auto Responses for automatic replies tied to business hours.
After changing AI or link tracking behavior, test with a real internal workflow.
Troubleshooting
Issue | Possible Cause | Fix |
A setting is not visible | The setting may not apply to that channel type or may not be enabled. | Confirm the channel type and enabled features. |
AI behavior does not change | The channel-level AI setting may not be the only setting controlling the workflow. | Review AI settings and any related automation or agent configuration. |
Links are not tracked | Link tracking may be disabled or unsupported for the channel. | Open Link Tracking Settings and confirm the channel supports tracking. |