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Channels

Which channels exist, and which are coming

Updated

On this page

Channels are the ways a customer can reach you. Each one lands messages as tickets in the same inbox, tagged with where they came from. The page is at Channels in the sidebar, and its heading counts how many of the available channels you have connected.

The list is in three groups, and the group names mean exactly what they say.

Connected

In use. Messages arriving here open tickets in your inbox. Each card reports its own state — Active, Paused or Unavailable for most, and Receiving / No calls yet / Not set up for phone — so a channel that is configured but silent looks different from one that is broken.

Available

Built and ready. Each one connects today — nothing here is a waiting list. Most have a setup page of their own:

  • Web chat — the messenger your visitors open on your own site. See The web chat widget and contact forms.
  • Email — mail sent to an address you control becomes a ticket, and your replies go back out as email. See Setting up email.
  • WhatsApp — a real two-way channel. Pick your carrier (Meta, Twilio or Telnyx), connect it, and messages open tickets while your replies go back to the customer.
  • Slack — turns your Slack workspace into a two-way support channel: messages open tickets here and replies go back into the thread.
  • Microsoft Teams — register an Azure Bot, point it at this workspace, and every Teams message becomes a ticket, with your replies posted back into the conversation.
  • Contact form — public forms a customer fills in to open a ticket. Build the fields, copy and success message, then enable one to put it live and share or embed its page.
  • Phone and Phone / SMS — voice numbers and text messages. Numbers are provisioned and routed under Settings → Phone numbers.
  • API — for anything you wire up yourself.

Two useful pieces of small print on the cards. "Reply not supported" means the channel can receive but the outbound leg is not there, so a ticket from it has to be answered another way. "Not marked as in use" means the settings are stored and the channel is not live.

Coming soon

On the roadmap. Each one moves up to Available the day its adapter ships, and there is nothing to click in the meantime. Today that is:

  • Facebook Messenger — messages to your Facebook Page will land in this inbox as tickets.
  • Instagram — DMs and story replies to your business account will open tickets.
  • X (Twitter) DMs — direct messages to your handle will open tickets in the same inbox.
  • Telegram — messages to your Telegram bot will open tickets and thread as conversations.

The group is honest rather than aspirational: a channel is only in Available when it genuinely connects, and nothing sits in Coming soon pretending to be configurable.

An empty channel list

A workspace with nothing registered says so: no channel is set up, so tickets can only be created by hand or by an AI handoff. That is a working helpdesk, just a quiet one — the inbox, tickets, macros and views all function without a single channel connected.

Which channels the AI can act on

Worth knowing when you read this list alongside the AI settings. Auto-resolve offers only four sources — Email, Contact form, Web widget and API — because those are the ones with two-way traffic today. Autonomy lets you write a rule against any channel, including the ones whose outbound leg is not finished; the rule is stored honestly and does nothing until the channel can send.