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Channels are how customer messages reach your inbox. Each connected channel feeds into the same shared inbox, so your team works every conversation in one place regardless of where it started. Connect and manage channels in the agent console under Settings → Channels.

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Available channels

WhatsApp

Connect WhatsApp Business numbers and reply within the service window.

Instagram

Reply to Instagram Direct messages from the inbox.

Email

Turn inbound email to your domain into conversations.

Web widget

Add a chat widget to your website.

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How channels appear in the inbox

Every conversation is tagged with the channel it came in on, shown as an icon next to the contact. The customer’s identity follows the channel: a phone number for WhatsApp, a username for Instagram, an email address for email, and the visitor’s details for web chat. Replies you send are delivered back on the same channel the customer used. You don’t pick a channel when replying — the conversation already knows which one it belongs to.
Some channels limit when you can send a free-form reply. WhatsApp and Instagram both have a messaging window that starts from the customer’s last message. See each channel’s page for details.