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Channels

Define the messaging and chat surfaces your workspace supports, so skills and routing can target them.

A channel is a named surface an agent can reach people on — web chat, WhatsApp, a partner portal, and so on. Channel keys drive skills-by-channel, routing, and published artifacts across the workspace.

Add a channel

  1. In the sidebar, open Resources and choose Channels under Connections.
  2. Click Add channel.
  3. Enter a Channel key — a lowercase identifier such as web, whatsapp, or partner_portal. This is fixed and cannot be changed later.
  4. Add a Display name and an optional Description.
  5. Set a Sort order to control where the channel appears in lists, and leave Enabled checked to make it available.
  6. Click Save — the channel appears in the table.

Manage channels

Each row shows the key, display name, whether it is On or Off, and its sort order. Use the row's menu to Edit (everything except the key) or Delete a channel.

Tip: The channel key is referenced by skills and published artifacts, so choose it carefully — you can rename the display name anytime, but not the key.