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Set up Inbox-connected channels

Use Settings → Channels to create and manage every Inbox your team uses.

Set up your first Inbox​

  1. Open Settings → Channels.
  2. Select Add Inbox.
  3. Choose the channel type you want to connect.
  4. Select Connect on the channel card.
  5. Complete provider authorization or channel details.
  6. Save and run a test message.

Common channel types include live chat, email, messaging apps, social channels, and API-based inboxes.

Manage channels from one list​

The Channels tab provides one searchable list with:

  • Channel name and source
  • Channel type badges
  • Sorting by name, type, newest, or oldest
  • Quick access to Inbox settings

Configure each Inbox after creation​

After channel creation, open Inbox settings to configure:

  • Business hours and availability
  • Teammate assignment and collaborators
  • Auto-assignment or workflow rules
  • Pre-chat form fields and data requirements
  • Website widget engagement blocks such as conversation starters, quick links, and widget apps

Remove or replace a channel safely​

Before deleting an Inbox:

  1. Reassign active conversations.
  2. Export or verify required historical data.
  3. Confirm no automations depend on that Inbox.

Warning: Deleting an Inbox can break automations, routing, and external channel mappings that depend on it.

Channels list and Add Inbox entry point