How do I add and manage channels?

Add and manage channels to control the phone numbers or messaging channels your team uses to communicate with contacts.

Before you start

• You need permission to manage organization channels.

• Know which channel type or phone number you want to add or update.

• Confirm who should have access to the channel.

Steps

1. Go to Settings.

2. Select Organization Settings.

3. Select Channels.

4. Review existing channels.

5. To add a channel, select the option to add or connect a channel and follow the setup prompts.

6. To manage an existing channel, open the channel actions menu.

7. Select Edit Channel to update settings, users, permissions, routing, or related configuration.

8. Save your changes.

Tips

• Review channel access after adding or updating a channel.

• Keep channel names clear so teammates know when to use each one.

• Confirm routing and assignment settings before using a new channel with customers.

Troubleshooting

• If you cannot add a channel, check your permissions.

• If teammates cannot use a channel, review channel users and permissions.

• If messages or calls use the wrong channel, confirm channel settings and routing.