Table of Contents

Workspace Settings: Channels

Susan Swier Updated by Susan Swier

Getting Here

This setting is accessible by Owners and Managers only!

This setting can be accessed from the Settings navigation menu under the Workspace Settings sub-menu item, Channels.

screenshot of channel settings page in

In this setting, you can:

Channel Overview

screenshot of overview of channels

The Channels that are connected to this Workspace will be listed in alphabetical order. Each listed Channel has its own set of menu options.

Tip: Use the 🔍 at the top to quickly find the Channel that you are looking for.

Adding New Channels

Only Owners can connect Channels to the Workspace!

To add a new Channel to your existing Workspace, press the blue ADD CHANNEL button on the top of this section. For more information on adding new Channels, take a look at the Messaging Channels page.

table of icons for different messaging channels

Managing Channels

Each Channel provides a different set of functions and the functions are as follows:

Configure Channel

Press the blue CONFIGURE button to make changes to any of your existing channels.

You will be able to make changes to the Channel Name, which is how the Channel is referred to internally on the platform. You will also be able to change the Greeting Message, which is an optional message that is shown to new Contacts that first message you.

Additional options will also be available depending on the Channel-specific options.

Deleting a Channel

To delete an existing Channel, press the DELETE button and follow the instructions on the screen. Doing so will completely remove the Channel from your Workspace. Contacts will not be deleted but they can no longer be contacted via the deleted Channel.

Be careful when deleting a Channel from your Workspace. When a Channel is deleted, all its configurations will be deleted. Deletion cannot be undone.

Creating a Chat Menu

A chat menu can be set on some Channels, such as Messenger and WeChat, to help people discover and easily access your functionality during a conversation.

screenshot of chat menu options

Persistent Chat Menus are always available to Contacts and allow them to discover more content, visit websites, etc. They will automatically appear in a thread if the Contact returns after being away for a certain period of time.

If your Channel supports the Chat Menu feature, you can create your own chat menu by pressing the CHAT MENU button. Pressing this button will open the Chat Menu Creator.

screenshot of form to create a chat menu

Under the Chat Menu Creator, you can press the blue ADD BUTTON to start adding buttons to build your own chat menu.

Button Type



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


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


A submenu button leads to a list of additional buttons. The submenu cannot be left empty. Follow Step 4 on how to add submenu options.

Tip: 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 🗑 on the right.
Please take note that some Channels limit the number of buttons that can be displayed. Once the limit for the selected Channel has been reached, you will no longer be able to 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 "Allow User Input" turned on, as disabling it restricts interaction with your audience.

Acquiring Contacts from Facebook Post Comments

On Facebook Messenger, you can set up comment tracking for your Facebook Page or Ad campaign to convert Facebook users to messaging contacts.

screenshot showing how to set up the option to acquire contacts from Facebook comments

API Token

API tokens are used to authenticate requests to's API.

Each API token is specific to one Channel and can be used to programmatically create and update Contacts, Custom Fields, Tags and more.

To retrieve your channel API token, click the API button of the Channel.

screenshot showing how to generate an API token

Press the blue GENERATE API TOKEN to generate an API token.

screenshot showing how to refresh an API token
If there is a need to change the API Token, it can be refreshed here and the platform will then generate a different API token.


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

screenshot showing how to do troubleshooting for a specific channel

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!

Workspace Settings: Teams

Workspace Settings: Growth Widgets

Can't find what you're looking for? 🔎

Talk to an expert here!

Contact Support
Status Security
Powered by HelpDocs (opens in a new tab)

Powered by HelpDocs (opens in a new tab)