Why it matters
Channels determine how your organisation communicates with customers. Whether you use SMS, WhatsApp, Messenger, Instagram, or phone calling, the Channels settings control how each channel is created, configured, and managed. Keeping channel settings accurate ensures proper routing, reliable delivery, and correct permissions for your team.
Key Concepts
Channel: A communication endpoint such as an SMS number, WhatsApp line, Messenger page, Instagram inbox, or phone line.
Channel Type: The platform the channel operates on (SMS, Voice, WhatsApp, Messenger, Instagram, Webchat, etc.).
Channel Permissions: Controls which users or teams can access the channel.
Channel Configuration: Settings specific to the channel type, such as forwarding, call flows, business hours, or profile information.
Step-by-Step: Manage Channels
Open Channels Settings
Go to Settings → Organisation Settings → Channels.
View all channels
The list displays:
Channel name
Channel type
Phone number or platform identifier
Status
Assigned users or teams
Actions menu
Create a new channel
Click Create channel (label may vary depending on channel type).
Select the channel type, such as:
SMS
Phone
WhatsApp
Messenger (Meta)
Instagram Messaging
Webchat
Complete the setup steps for the selected type, including platform authentication or phone number selection.
Edit channel settings
Open the Actions menu next to a channel.
Choose Edit to adjust settings such as:
Channel name
Phone number settings
Business hours
Call flows
Forwarding rules
Channel profile details
Save your changes.
Manage channel permissions
Open the channel’s Permissions tab.
Add users or teams who should have access.
Remove users or restrict access when necessary.
Disable or delete a channel
In the Actions menu:
Choose Disable to temporarily deactivate the channel.
Choose Delete to permanently remove it from your organisation.
Inspect connected provider accounts
Channels that depend on provider accounts (for example, phone or SMS) display linked provider settings.
Use these links to confirm phone number capabilities or troubleshoot routing.
Tips and Best Practices
Name channels clearly, especially if you manage multiple brands or locations.
Regularly review channel permissions to ensure only the correct users have access.
Keep business hours updated for accurate call routing and after-hours behaviour.
If you use call flows, test them after each change to confirm correct routing.
Disable channels temporarily during migrations instead of deleting them immediately.
When working with social channels (Messenger or Instagram), ensure your Meta integration remains connected.
Troubleshooting
Issue | Possible Cause | Fix |
Channel not appearing for users | Missing permissions | Add the user or team under the channel’s Permissions tab. |
Messages not sending from a phone/SMS channel | Provider account misconfiguration | Check linked provider phone capabilities and account settings. |
Social channels disconnected | Meta permissions expired | Reconnect via the channel’s integration settings. |
Calls not routing correctly | Incorrect call flow or business hour configuration | Review channel settings and update call flow logic. |
Cannot delete a channel | Channel in use or dependent on other configurations | Remove dependencies and try again. |