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A channel is where your customers write to you and where your agent answers. Manage them in Communication > Channels; connecting or changing a channel needs the Manage integrations permission.

WhatsApp

WhatsApp Business numbers, connected with Meta.

Mailbox

Any mailbox reachable through IMAP and SMTP.

Shortext endpoint

Your own app or server, through the API.

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One agent per channel

Each channel is attached to one agent, which answers every conversation on it. You can:
  • attach a channel to an agent when you connect it;
  • move it to another agent at any time: new messages are answered by the new agent;
  • detach it: messages are still received and stored in the Inbox, but nobody answers automatically.
An agent can have several channels, for example a WhatsApp number and a support mailbox.

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Channel ids

Every channel has an id, used by the API and the webhooks (channel_id):

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Deleting a channel

Deleting a channel is final: it stops receiving messages and its conversations leave the Inbox (they are kept for audits).

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Coming soon

Gmail and Outlook mailboxes connected in one click, a hosted template builder, and Instagram and Messenger. See Coming soon.