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.
Every card always shows these two sections, whatever the channel type:
- Assigned agent: which AI agent handles that instance (section 9).
- Owners: who on the team gets notified when a conversation from that instance escalates (section 10).
Each card’s status is one of these five:
| Status | Meaning |
|---|---|
| Connected | The channel is active and receiving conversations. |
| Disconnected | The channel exists but isn’t linked to a real account yet. |
| Error | There’s a connection problem that needs review. |
| Pending | The connection is in progress (for example, WhatsApp while you wait to link the number on Meta). |
| Coming soon | The channel is under development and can’t be activated yet (today, only Voice). |