Channel catalogue
Every channel this product has, which can reply, which can only receive, and which are still to come.
Channels lists the ways a customer can reach you. Each one lands messages as tickets in the same inbox, tagged with where they came from, and the page counts how many of them you have connected.
The list is in three groups, and the group names mean exactly what they say. Connected is in use. Available is built and connects today. Coming soon is an announcement, with nothing to click: a channel with no adapter behind it cannot be connected at all, so it is never given a button, not even a disabled one.
What exists today
Every row below has an adapter in the runtime. Whether one appears in your workspace's list depends on what the registry reports for you.
| Channel | Can reply | Notes |
|---|---|---|
| Yes | Both legs. See Email. | |
| Web chat | Yes | A reply reaches a visitor with a live session open. See Web chat. |
| Yes, per workspace | Ready only once a carrier and all of its credentials are stored. See WhatsApp. | |
| Slack | Yes | Replies land back in the Slack thread. See Slack. |
| Microsoft Teams | Yes | Replies post back into the Teams conversation. See Teams. |
| Customer portal | Yes | Delivery is the ticket timeline itself: the customer reads the reply in the portal thread. |
| Contact form | No | Receive-only by design. See Contact form. |
| Phone | No | Calls and voicemail arrive as tickets; there is no reply leg. See Phone. |
| SMS | No | Inbound only today. |
| API | No | For anything you wire up yourself. Tickets you create are never delivered anywhere. |
A channel that can receive but not reply says so on its card, and the ticket it raises has its reply composer closed with the reason stated. Internal notes always work.
Coming soon
These have no adapter. They are listed because a helpdesk buyer expects to see them, and for no other reason: a tile here carries the words "Coming soon" and nothing else, no status, no count, no button.
| Channel | What it will do |
|---|---|
| Facebook Messenger | Messages to your Facebook Page will land in this inbox as tickets. |
| DMs and story replies to your business account will open tickets. | |
| X (Twitter) DMs | Direct messages to your handle will open tickets in the same inbox. |
| Telegram | Messages to your Telegram bot will open tickets and thread as conversations. |
The live registry always outranks this list. The moment an adapter ships under one of these ids, the real row renders with real state and the announcement disappears. That is how Slack and Teams left this list.
Which of them have their own page
Web chat, Phone, WhatsApp, Slack, Teams and Contact forms each have a setup page of their own, reached from the Channels list. Email has one too. The remaining rows are configured through the generic connection editor on the card itself, or, in the API's case, need no configuration at all.
An empty channel list
A workspace with nothing registered says so, and it is still a working helpdesk: tickets can be raised by hand or by an AI handoff, and the inbox, macros, views and SLA policies all work without a single channel connected.