Channels is a module found in the left menu of the software. In this module, users can view, add, and manage communication channels like WhatsApp, SMS, and Facebook Messenger. Each channel represents a specific communication medium, and it is possible to add multiple instances of a medium as channels (for example: each WhatsApp number counts as an individual channel).
On this page you have the following options:
Overview channel
When entering the Channels module, you see the added channels and their details.
In the upper right corner you have the option to Edit a channel, here you can:
- Priority: When turning on the priority inbox in Conversations, conversations with this label or conversations of contacts with this label will be shown at the top. How does the priority inbox work?
- Teams: Change the teams that have access tot this channel.
If a WhatsApp channel is selected, there will also be a Templates button that leads you to Settings > Quick Replies.
Overview tab
After clicking on a channel, the following information about that channel is presented. Not all listed information is relevant for every channel.
The unique identifier for the channel. Created by Spotler Message.
The date the channel was created.
Data retention period, default is 90 days. Contact support if changes are needed.
The messaging limit is determined by Meta. As the channel is used effectively over time, the limit may increase, though it is often restricted initially.
The unique phone number ID associated with the channel.
The quality score of the channel.
The throughput rate for the channel.
The type of the channel, such as Cloud API.
This URL is used by contacts to initiate a WhatsApp conversation with you.
This field, available for WhatsApp channels, indicates the WhatsApp Business Account (WABA) associated with the channel.
Business hours tab
View the business hours set for this channel. To update these hours, click the change button to go to Settings > Business hours.
Automated messages tab
This tab displays the greeting and away messages configured for the channel. To modify these messages, select change to navigate to Settings > Business hours.
Business profile tab
Visible only for WhatsApp channels, the business profile is the information contacts see when viewing your profile on WhatsApp.
➡️ Read Meta's information about Business display names here
Add channel
To add or modify channels, users must have the appropriate permissions. See Organization > Agents for details on roles and permissions.
Available channels to add:
- Apple Messages for Business
- Facebook Messenger
- Instagram DM
- SMS
- Telegram
- Viber
- Web chat
- WhatsApp Business
Each channel has its own Add channel manual, linked in this list for quick reference.
It is also possible to add custom channels, please contact us for more information.
Assign a Team to New Channels
Newly added channels are not assigned to a team by default. Assigning a team is essential to ensure messages are visible in the inbox.