Why it matters
Channels are the operational link between Whippy and customer communication sources. The current UI separates channel setup into focused tabs so admins can update only the area they need.
Key Concepts
Channels list: The Channels page lists connected channels and supports searching by channel name.
Add Channel: Admins can add a channel when channel creation is enabled for the organization.
Channel tabs: Each channel can include Overview, Configuration, Business Hours, Auto Responses, Call Flow, Settings, and Users depending on channel type and available features.
Step-by-Step: Open and manage a channel
Open Settings > Channels.
Use Search Channels to find a channel when the list is long.
Click Add Channel if you need to connect a new channel and the button is available.
Select an existing channel to open its settings.
Use Overview for channel details.
Use Business Hours and Auto Responses to control time-based behavior.
Use Users to manage which users can access the channel.
Tips and Best Practices
Treat the Channels page as the starting point, then use each channel tab for detailed configuration.
Call Flow appears only for supported phone channels.
Configuration appears only when custom channel configuration is enabled.
Use Accounts settings for provider account infrastructure, not day-to-day channel details.
Troubleshooting
Issue | Possible Cause | Fix |
A tab is missing | Some tabs depend on channel type, provider, or feature flags. | Confirm the channel type and whether the feature is enabled for the organization. |
A user cannot access a channel | They may not be listed in the channel's Users tab. | Open the channel, select Users, and review channel access. |
Search does not return a channel | The search term may not match the channel name or the channel may be archived. | Clear the search and review the full channel list. |