How do I edit a channel?

Last updated: November 5, 2026

Edit a channel when you need to update its details, configuration, business hours, auto responses, call flow, settings, or user access.

Before you start

  • Confirm you have permission to manage channels.

  • Know which channel and which setting you need to change.

  • For provider or sender changes, confirm the required provider details before editing.

Steps

  1. Go to Organization Settings > Channels.

  2. Find the channel you want to edit by scrolling or searching by name.

  3. Open the channel actions menu.

  4. Select Edit channel.

  5. Use the available tabs to make the needed change:

    • Overview for channel name, icon, description, business address, and Google Place ID.

    • Configuration for provider and sender settings where available.

    • Business Hours for open and closed hours.

    • Auto Responses for automatic replies and actions.

    • Call Flow for supported phone channels.

    • Settings for behavior such as auto-close, AI behavior, link tracking, or WhatsApp-specific options.

    • Users for channel access.

  6. Click the relevant update or save button for the tab you changed.

Tips

  • Review Configuration changes carefully because sender details affect deliverability.

  • For phone-channel IVR changes, stage changes before saving when the UI requires it.

  • Keep business hours updated so auto responses and routing behave correctly.

  • Add only necessary users to reduce noise and maintain clear ownership.

Troubleshooting

  • If changes are not saved, confirm you clicked the relevant update or save button.

  • If IVR updates disappear, confirm staged changes were saved.

  • If sender details cannot be modified, you may need to create a new channel and disable the old one.

  • If you cannot access channel configuration, ask an admin to review your permissions.

  • If Messenger or Instagram messages are not arriving, reconnect Meta and verify permissions in Meta Business Settings.