Why it matters
As teams change numbers, inboxes, or messaging providers, old channels can become outdated. Disabling or archiving channels keeps your workspace organised, prevents messages from being sent from the wrong source, and preserves historical data for reporting and compliance.
In Whippy, deleting a channel is referred to as archiving. Archiving is permanent and cannot be undone.
Key Concepts
Enabled Channel: An active channel that can send and receive messages.
Disabled Channel: A channel that is turned off. It cannot send or receive messages but remains visible under the Disabled tab in Channel Settings.
Archived Channel: A permanently removed channel. It is hidden from the organisation and cannot be restored.
Channel Actions Menu: The actions button (three dots) used to manage channel state.
Step-by-Step: Disable a Channel
Go to Channels.
Locate the channel you want to remove.
Click the Actions button.
Select Disable channel.
Review the Disable this Channel? modal.
Click Confirm.
The channel is now disabled and moved to the Disabled tab. It immediately stops sending and receiving messages.
Step-by-Step: Re-enable a Disabled Channel
Go to Channels.
Open the Disabled tab.
Locate the channel.
Click the Actions button.
Select Enable channel.
The channel returns to the Enabled tab and becomes active again.
Step-by-Step: Archive a Channel
Go to Channels.
Open the Disabled tab.
Locate the channel you want to permanently remove.
Click the Actions button.
Select Archive channel.
Review the Archive Channel modal, which explains that this action cannot be undone.
Click Confirm.
A green success banner confirms the channel has been archived. The channel is now hidden from your organisation and cannot be recovered.
Tips and Best Practices
Disable a channel first before deciding to archive it.
Only archive channels that are no longer needed and will never be reused.
Keep disabled channels for audit, reporting, or historical reference.
Check automations, routing rules, and assignments before disabling a channel.
Use clear channel naming so retired channels are easy to identify.
Troubleshooting
Issue | Possible Cause | Fix |
Channel still visible after removal | Channel is disabled, not archived | Open the Disabled tab and archive the channel |
Cannot find archive option | Channel is still enabled | Disable the channel first |
Channel removed by mistake | Channel was archived | Contact Customer Success for guidance |
Messages not sending | Channel is disabled | Re-enable the channel |