Channels
Configure how customers can reach an agent, and see which channel cards are not yet available.
Open Channels from an agent to choose how customers contact it. Four cards are live: Help Page, Email, Slack, and Voice Calls. Each card shows whether its channel is enabled, and opens the settings for that channel. WhatsApp, Phone, Messenger, Instagram, and SMS show a Coming Soon label. These channels are not available yet.
Treat each channel as a separate customer experience. Email can receive and answer customer messages. Slack has separate controls for inbound and outbound messages. Voice Calls gives real-time calls in the browser. Help Page creates a standalone support page.
Enable only the channels your team is ready to support. Test each enabled channel with a real visitor conversation. When you disable a card, that channel stops, but the agent’s source, model, and action configuration stay the same.
The channel overview also works as a health check. A configured integration can still need attention, for example after credentials expire or a DNS record changes. Visit the settings page for that channel to finish setup. Check the dashboard’s status and error messages. Do not assume that an enabled card means the channel is reachable.