Table of Contents
Workspace Settings: Channels
Updated
by Susan Swier
Getting Here
This setting can be accessed from the Settings navigation menu under the Workspace Settings sub-menu item, Channels.
In this setting, you can:
Channel Overview
The Channels that are connected to this Workspace will be listed in alphabetical order. Each listed Channel has its own set of menu options.
Adding New Channels
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.
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.
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.
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.
Under the Chat Menu Creator, you can press the blue ADD BUTTON to start adding buttons to build your own chat menu.
Button Type | Description |
Payload | A payload button will directly send 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 button will send the contact to the specified URL field when pressed. The webpage will be opened in a new tab. |
Submenu | 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. |
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.
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.
API Token
API tokens are used to authenticate requests to respond.io'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.
Press the blue GENERATE API TOKEN to generate an API token.
Troubleshooting
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.
Find out more information on messaging channels with the link below:
