Understand channels
Channels control where conversations and call activity enter your workspace. The configurable types are:
- Web Widget for an assistant embedded on a public website;
- Workforce Chat for signed-in workspace users talking to an assistant;
- WhatsApp, Instagram, and Messenger for supported Meta messaging;
- Email for a forwarded mailbox and email replies;
- Phone for call events from configured phone devices;
- Voice Logica for completed virtual-assistant calls and transcripts.
Read the list
Section titled “Read the list”Each row shows the channel name, type, optional group, status, and creation date. Type colors remain consistent across Channels, Inbox, Contacts, and resource-access screens.
Use filters to narrow the list by group, type, or status. A channel marked Deleting is being removed and cannot be edited.
Understand status
Section titled “Understand status”- Active channels accept their supported new activity.
- Inactive channels keep their existing history but stop normal new use.
- Pending means setup or validation is not complete.
- Failed means the channel needs attention before it can operate normally.
Open a channel to review its current status and configuration. Your permissions determine whether the form is editable.