Go into Channels, in the sidebar. That’s where you define where your agent talks with your customers. The screen groups cards by type — WhatsApp, Telegram, Web Widget, Messenger / Instagram Direct, Copilot Assistant (section 12) and Phone Voice — and each card shows its status and, if connected, today’s messages and its configuration data.
Every channel type has its own counter of how many instances you can have (“N of M”, or “unlimited” if your plan doesn’t cap it), next to the “Add channel” button — Manual 62 · Plan capabilities and limits explains that counter in detail, what happens when you hit the limit, and what it means for a channel to go “out of plan” after a plan change.
The Channels screenGo into Channels, in the sidebar.
Cross-cutting: several channels of the same type (multi-channel)You can have several channels of the same type at once — for example two WhatsApp numbers ("Sales" and "Support") or one widget for your main site and another for a different landi
Procedure: add, rename and delete a channelThe Add channel button, in the screen's header, is your starting point for setting up as many WhatsApp numbers, Telegram bots or widgets as your agency needs.
Procedure: connect WhatsApp BusinessConnecting WhatsApp is a flow hosted by Meta, not the platform's own form: tapping Connect takes you out of the Platform to Meta's registration and brings you back already linked.
Procedure: connect TelegramTelegram connects with a bot token created with Telegram's BotFather — the Telegram bot that lets you create bots by chatting with it.
The web chat (Web Widget)It's the chat embedded on your own site.
Messenger and Instagram DirectThe Facebook Messenger and Instagram direct messages channels work like the rest: tap "Add channel" (section 3), choose the type, name it, and connect the page or account from its
VoiceThe Voice channel activates a voice assistant for your business: a floating orb you can embed on your site, and, inside the web chat itself, a "Call" button so a visitor can talk in
Procedure: assign a channel's agentEvery instance — every card — has its own Assigned agent selector, with your agency's agent catalog (on Web Widget, WhatsApp, Telegram and Messenger/Instagram; not on Voice, which
Procedure: owners per channel and their alertsEvery instance also has its own Owners section: who on the team gets notified when a conversation from THAT channel escalates (an escalation rule with the "Hand off to human" or "N
Procedure: turn on "Allow attachments" on a channelBy default, no channel accepts incoming files or lets you reply with them.
Copilot Assistant: a channel for your own toolCopilot Assistant is one more channel type, with its own card and its own "N of M" counter — but instead of talking to your customers, you install it in a tool of YOUR OWN (your…
Blocked sendersAt the bottom of the Channels screen, below every channel-type card, there's a separate section: "Blocked senders".