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What it is for

To show, on a single screen, the places where your customers talk to the organization and the status of each one. Conversations from all channels arrive in Chats.

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Who can use it

All roles see the list. Connect channel, Connect, Reconnect and Disconnect are for the Owner and Admin (“Only the organization Owner or Admin can disconnect.”). If the agency has not enabled any channel yet, “No channel enabled yet” appears, with Talk to the agency and Refresh.

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Where to click

Settings › Channels (address /settings?section=channels).

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Step by step

1

Choose the view

Under View, switch between List and Cards. The system remembers your choice.
2

Search and filter

Use Search by name or number, the Type filter (All, WhatsApp, Instagram, Google, Others) and the Status filter. Each option shows how many channels it has. If nothing matches, “No channel with these filters” appears with the Clear filters button.
3

Change the pagination

Under Per page, choose 12, 24 or 48. At the bottom, use Previous, the numbers and Next.
4

Open the channel

On a connected channel, the button is Manage. On the others, Connect or Reconnect.

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What each column shows

Channel, Account, Instance, Status, Last activity and Action. Last activity appears as relative time, or ”—” when there is no data. Times follow the browser’s time zone. The statuses are Connected, Connecting, Disconnected, No information and Waiting for connection. At the top of the screen, a summary counts how many channels are in each one.

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WhatsApp Manage panel

It opens beside the screen, with the tabs Overview, Settings, Official (only on an Official inbox) and History. In Overview there are Activity (Last activity, Open conversations) and Connection. At the bottom: View conversations and Restart. Under Settings is the Number warm-up. The Restart button is for when the connection dropped.

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Disconnect

In the row’s ⋯ menu, Disconnect appears only for WhatsApp by QR (not Official, not Fusion). Confirm in “Disconnect (name)?”. New messages stop arriving through this channel until it is connected again. Existing conversations stay. “(name) disconnected.” appears.

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”Module off” badge

When the agency turned off the channel’s module, the row stays in the list with the Module off badge, and Connect/Reconnect are blocked. Conversations continue. To connect, ask the agency to turn the module on.

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What happens next

The list updates with the new status. The ⋯ also has View history (WhatsApp only), which opens the inbox’s timeline.

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Common errors

  • “Could not load the channels”: use Try again; if it continues, talk to the agency.
  • “This channel is unlinked by the agency, not here.”
  • “This channel is no longer linked to this organization.”
  • “Could not disconnect. Try again.”
  • “Only the organization Owner or Admin can connect.”

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Next step