Overview of Channels
The Channels screen brings together all the channels through which your customers reach you (WhatsApp, Instagram, Messenger, Telegram, email, live chat, and phone) into a single list…
On this page
- How to Access the Screen
- Channel list
- Status badges and account chips
- Account Dashboard
- AI per channel
- Pause or disconnect?
- Frequently Asked Questions
- The channel appears as "Connected," but no messages are coming through
- Can I link the same account to two workspaces?
- What happens to my old conversations if I disconnect?
- Related articles
The Channels screen consolidates all the channels through which your customers reach you (WhatsApp, Instagram, Messenger, Telegram, email, live chat, and phone) into a single list. From here, you can connect channels, monitor the status of connected accounts, and pause or disconnect them as needed.
- ChannelsConnect channels and manage linked accounts
- Live ChatSettings for the chat window on your website
- Incoming EmailConnect your support email address to the CRM
- InboxConversations from Channels
How to Access the Screen
From the left menu, open Settings › Channels. Like all screens in the Settings section, this screen requires administrator privileges.
Administrators will also see channel boxes in the "Get Started in a Few Steps" section on the Overview page. When you click on a box, the "You'll need the following to connect:" window opens and lists, in order, what you need to prepare for that channel. The connection process initiated from there is the same as the one on the Channels screen.
Channel list
Each channel is on a separate line. To the right of each line, there is a short tip telling you what you need to enter to connect the channel, along with a button. Clicking the button or the line itself performs the same action.
| Channel | Tip on this line | Button |
|---|---|---|
| Phone | Number · SIP line | Set up the phone (takes you to the phone screen) |
| Live Chat | Site code | Enable live chat settings |
| Authorization | Connect with Facebook | |
| Authorization | Connect with Facebook | |
| Messenger | Authorization | Connect with Facebook |
| Telegram | Bot token | Log In |
| Apple Messages (Beta) | — | Platform Management |
| IMAP · SMTP | Open email settings |
- WhatsApp, Instagram, and Messenger are Meta channels; no technical key is required—you authorize access using your Facebook account.
- Telegram connects using its own bot token.
- Apple Messages is managed at the platform level; you’ll need to contact support to have your workspace added to the record.
- After linking an account to a channel, the "Link Another Account" button appears; you can link multiple accounts to the same channel.
If the text "Not yet available — contact support" appears instead of a button in the Meta Channels row, the Facebook integration is not yet active in your workspace. This is not a setting you can resolve on your own; please contact the support team.
Status badges and account chips
When an account is linked to a channel, a badge such as "2 linked" appears on the line, along with a small chip for each account. The dot to the left of the chip indicates the account’s status:
- Connected → Account is active and receiving messages.
- Paused → You have paused your account; messages are not forwarded, and private keys are protected.
- Token expired / Authorization expired → The authorization granted to the channel has expired. Reauthorize using the same button ("Connect with Facebook" on Meta channels); your current account will be reactivated.
- Inactive → The account is no longer active; for example, if the app’s permission has been revoked by Facebook. Reconnect.
- Error → There is a problem with the account; click the chip for details.
- Installation not complete → Message delivery is not set up on your Telegram account, so you are not receiving any messages. A warning message appears below the line: "Delivery has not yet been set up, so you are not receiving any messages. Open the account to complete the setup."
There is no account chip on the phone line: if the phone is set up, a badge such as "Number 1" appears; if the number or line is not yet ready, a "Setup Not Complete" badge appears.
Account Dashboard
When you click on a chip, the account drawer opens from the right:
- Details: Channel, Channel ID, Display Name, Username, Provider, Authorization Expiration, and Connection Date.
- Message delivery: Visible only on Telegram accounts; shows whether Telegram has actually delivered the messages to you.
- Settings: "AI Answers" and "Channel Enabled" toggles. Both take effect immediately; you don’t need to save them.
- Disconnect: Located at the bottom left of the drawer.
AI per channel
The "AI Responses" toggle is separate for each account and is turned off by default. When you turn it on, BLE AI responds to customers who message that account, and an "AI On" badge appears in the drawer. The note below the toggle ("AI consumes credits when a customer messages.") serves as a reminder: each AI response uses credits.
If the 24-hour response window is closed on WhatsApp, the AI will not generate a response and will not use credits, as only approved templates can be sent.
Pause or disconnect?
| Process | How to | Result |
|---|---|---|
| Pause | Turn off the "Channel Active" switch in the drawer | Navigation pauses, saved keys are preserved; when you unlock it, it resumes from where it left off |
| Disconnect | Click "Disconnect" in the drawer, then click "Disconnect" in the confirmation window | The channel account and stored keys are permanently deleted; previous conversations are preserved |
Disconnecting is irreversible. If you only want to close the channel temporarily, choose to pause it instead.
Frequently Asked Questions
The channel appears as "Connected," but no messages are coming through
First, check that your account hasn’t been paused (“Channel active” should be checked). If Telegram displays “Setup not complete” in the chip, tap the “Set up delivery” button in the “Message delivery” section of the drawer.
Can I link the same account to two workspaces?
No. If you select a Meta account linked to another workspace, the linking notification will state that this account is linked to another workspace.
What happens to my old conversations if I disconnect?
It cannot be deleted; it remains in your inbox. You simply won’t receive new messages from that account, and you won’t be able to reply to it.