Why it matters
Editing a channel lets you keep channel details accurate as your organisation changes. You can adjust communication settings, update business hours, manage autoresponses, configure call flows, and control which users have access. Keeping channels up to date ensures reliable routing, consistent customer experiences, and correct team visibility.
Key Concepts
Channel: A shared inbox tied to a phone number, email address, or messaging platform.
Configuration: Provider level settings such as sender details, communication provider, or capabilities.
Business Hours: Operating hours for the channel used to determine when autoresponses and call routing apply.
Autoresponses: Automated messages sent during or outside business hours depending on your configuration.
Call Flow (Phone Channels): Routing logic for incoming calls including greetings, IVR menus, forwarding, and voicemail.
Users: The list of team members who have access to this channel.
Step-by-Step: Edit an existing channel
Open the Channels settings.
Go to Organisation Settings → Channels to view all channels in your organisation.
Find the channel you want to edit.
Scroll or search by name.
The list shows each channel’s name, type, sender address or number, and last update.
Open the channel actions menu.
Click the three vertical dots in the Actions column for the channel you want to adjust.
Select “Edit channel.”
This opens the channel’s settings page with multiple tabs depending on the channel type.
Channel Settings Overview
1. Overview Tab
Update general information about the channel:
Channel icon
Channel name
Description
Business address and Google Place ID
After making changes, click Update channel details.
2. Configuration Tab
Adjust the technical settings of the channel. Options vary based on channel type.
For phone channels:
Channel type
Communication provider (Whippy Phone, Twilio, Vonage, Telnyx, Sinch, Bandwidth)
Provider account
Authentication type (Managed by Whippy or Custom)
Capabilities (fax, MMS, SMS, voice)
Sending speed (messages per period and period in seconds)
Note: The phone number cannot be changed once the channel is created.
For email channels:
Communication provider (Default or Custom)
Sender address
Sending speed
For WhatsApp channels:
Communication provider (Twilio or Meta)
Meta login
WhatsApp PIN
Phone number from Meta
Template imports and WhatsApp profile picture
For Messenger and Instagram channels:
Meta authentication
Connected Page or Instagram account
After modifying configuration settings, click Update configuration.
3. Business Hours Tab
Define the hours when the channel is considered open.
Set the time zone
Toggle each day on or off
Set start and end times
Use the copy tool to duplicate hours across multiple days
A success banner appears after each update.
4. Autoresponses Tab
Control when and how automated responses send.
Options include:
Always send automatic replies
Only when channel is open
Only when channel is closed
Never send automatic replies
Depending on your selection, configure:
During business hours autoresponse
After business hours autoresponse
Each autoresponse can:
Send a message
Start an AI chat agent
Add the contact to a sequence
Click Update autoresponse when changes are complete.
5. Call Flow Tab (Phone channels only)
Configure how incoming calls are handled.
Sections include:
Override organisation settings
Opening greeting (text or recorded audio)
IVR menu (options such as forwarding, voicemail, submenu, call to text, repeat, end call)
Recording and transcription
Default fallback actions (unanswered or failed calls)
Closing greeting
After business hours routing
Save IVR edits using Stage changes, then click Save changes at the bottom of the page.
6. Settings Tab
Channel specific behavioural settings:
Automatically close conversations after a set number of days
AI behaviours (for example, persist detected language)
Link tracking settings (enable or disable link shortening, choose default tracking domain)
WhatsApp specific settings such as importing templates or updating the business profile picture
Click Update settings to save.
7. Users Tab
Manage who can access the channel.
Actions include:
Search for users
Add user (select from existing users)
Invite new user (enter email address and choose channels to grant access to)
Manage roles using the Actions menu:
Permissions
Make Admin
Remove from Channel
Disable User
Tips and Best Practices
Review changes in the Configuration tab carefully, especially for email and phone channels where sender details affect deliverability.
For phone channels, use Stage changes frequently when building IVR menus to avoid losing work.
Keep Business hours updated to ensure accurate routing and autoresponse behaviour.
Add only the necessary users to each channel to reduce noise and maintain clear ownership.
Disable channels rather than deleting them to preserve history and analytics.
Troubleshooting
Issue | Possible Cause | Fix |
Changed settings are not saved | Missing confirmation step | Click the relevant Update or Save changes button in each section. |
IVR updates disappear | Stage changes not applied | Click Stage changes before navigating away, then Save changes at the bottom. |
Unable to modify sender details | Some sender fields are locked post creation | Create a new channel with the correct sender and disable the old channel. |
Cannot access channel configuration | User does not have admin permissions | An admin must update your channel access under Users. |
Messenger or Instagram channel not receiving messages | Meta connection incomplete | Reconnect Meta account and verify permissions in Meta Business Settings. |