Channels

A channel connects an agent to somewhere people can talk to it. Channels are configured per agent, on the agent's Channels tab.

The inbox

The inbox is a built-in channel, one per organization. It captures conversations that arrive without a dedicated external channel and shows them in the dashboard for your team.

• Created automatically on first use — you never create it manually.
• Cannot be deleted. Disable it in channel settings if you do not want it.
• Shared across all agents in the organization.

Access control

The widget and Telegram channels support per-channel allow and deny lists.

• Allow list — only users whose ID is on the list can send messages; everyone else is rejected.
• Deny list — users on the list are blocked; everyone else is allowed.
• Both empty means everyone is allowed. This is the default.

For the widget, IDs are the externalId values you set in the SDK. For Telegram they are numeric Telegram user IDs.

Handing over to a human

An agent can escalate a conversation to a person. When it does, your team is notified and can take over the conversation from the dashboard, reply directly, and hand control back to the agent afterwards.

Security

• Channel credentials — bot tokens, access tokens — are write-only. They are stored encrypted and never appear in the dashboard or in any API response after you save them.
• If your API URL changes, reconnect the channel so the webhook is re-registered.

Troubleshooting

Related pages

• Web widget
• Telegram setup
• WhatsApp setup
• Contacts