Table of Contents

Channels

Susan Swier Updated by Susan Swier

Getting Here

This setting is accessible to Owners and Managers only.

Go to Workspace Settings > Select Channels to view all Channels connected to your chosen Workspace.

Type the Channel name in the search bar to find it.

On this page, you can:

Connect a Channel

Only Owners can connect Channels.

  1. On the Channels page, click Add Channels.
  2. Select a Channel and click Connect.

For details, visit the Messaging Channels page.

Managing Channels

To manage a Channel, click Manage on the Channel's thumbnail. Each Channel provides a different set of functions and the functions:

Configure a Channel

Edit settings such as the Channel name and other Channel-specific options. Click Save Changes to apply updates.

Deleting a Channel

Click Delete Channel and follow the prompts.

  • Contacts remain but cannot be reached via the deleted Channel.
  • Deleting a Channel also removes all configurations permanently.

For details on specific Channels:

Deleting a Facebook, WhatsApp, or Telegram Channel will not remove your Contacts or chat history.

Acquiring Contacts from Facebook

You can send private replies to users who comment on a post on your page to make them Contacts on respond.io.

Tip: Learn more about acquiring Contacts from Facebook comments here.

Creating a Chat Menu

You can create a persistent chat menu on your facebook page. This menu is always visible and can include key business features like business hours, locations, and products in a Messenger conversation. When a user selects an item, you have 24 hours to respond via the messaging window.

To add a chat menu, click Add Button and select an option from the menu that opens.

Option

Description

Payload

A payload option directly sends a message with the button name as the message text. On the respond.io platform, the specified payload value will be received instead. The payload value is useful for creating specific Triggers for Automations.

URL

A URL option sends the contact to the specified URL field when pressed. The webpage will be opened in a new tab.

Provide the information in the fields that display and click Save Menu when you are done.

You can always rearrange buttons by clicking and dragging them around using the rearrange icon button on the left.

To delete unwanted buttons, simply press the delete button đź—‘.

Some Channels limit the number of buttons displayed. Once the limit is reached, you can't add more buttons.
Allowing User Input

Some Channels have an option to disable user input. If you wish to restrict users to only using the chat menu options to interact with you, uncheck the Allow User Input option.

Unchecking this option will remove the chat message bar and prevent your audience from composing and sending their own messages.

It is recommended that you keep the Allow User Input checkbox selected, as disabling it restricts interaction with your audience.

Troubleshooting

If you are having issues with Channels on the platform, e.g., no incoming messages even though Channel is connected, click the Troubleshoot link of the channel and follow the instructions provided.

Issues with Channels like Facebook and WeChat can be resolved quickly by just pressing Refresh Permission in the Channel Troubleshooting.

Find out more information on messaging channels with the link below:

Feeling stuck? Do not fear.

Need assistance? Contact us for support. Help is here!

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