Connecting a channel

An inbox is a connected channel. Until you connect one, no conversations reach the platform.

Available channels

• Website — the live chat widget, free on every plan;
• Telegram — through a bot;
• WhatsApp — via WhatsApp Business, WhatsApp Cloud, Gupshup, Twilio or 360Dialog;
• Instagram — direct messages and comments;
• Facebook — Messenger;
• Email — your support mailbox;
• SMS;
• API — for your own integrations;
• Voice — a phone line.

Which channels you can use depends on your plan: the number of connected inboxes is capped by the plan you picked.

Adding an inbox

1. Open Settings → Inboxes.
2. Click to add an inbox.
3. Choose the channel type.
4. Follow the setup steps — they differ per channel.
5. Tick the agents who should work in this inbox.

Step-by-step guides for each channel are in the other articles of this section.

After connecting

Open the inbox under Settings → Inboxes and review its settings: greeting, business hours, auto-assignment, the CSAT survey and the list of members. See "Inbox settings".

If messages do not arrive

• Check whether the connection expired: a reauthorisation warning appears next to the inbox in the sidebar.
• Make sure you are a member of the inbox.
• For Instagram and Facebook, reauthorise the connection — access tokens expire periodically.