Connecting Channels

Channels are the places your customers reach you: WhatsApp, Facebook Messenger, Instagram, your website chat, email, SMS, TikTok, Telegram and more. When you connect a channel to Resool, every message sent to it arrives in one shared inbox, where your team can reply, assign and automate conversations no matter where they started. You add channels from the Channel Catalog, and you can connect as many as your plan allows.

#Before you begin

• Only workspace Owners and Admins, or a custom role with the Connect and configure channels permission, can add, change or delete channels.
• Each plan includes a number of channels: Starter 2, Growth 10 and Scale 50. A Gmail channel doesn't count toward the limit. See Plans and billing.
• Have access to the account you're connecting, for example admin access to the Facebook Page or the WhatsApp Business account.

#How to open the Channel Catalog

1. Go to Settings › Channels. You see your connected channels as cards, each with its status and a Manage button.
2. Click Add Channel (or Browse Catalog on the last card).

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Settings › Channels

The Channels page with the Add Channel button, the search box, the Routing and Satisfaction survey rows, and cards for a WhatsApp, Messenger and Live chat channel with Active badges and Manage buttons.

File: screenshots/connecting-channels-list.png

1. The Channel Catalog opens. Use the tabs to filter by type, or type in Search Channel Catalog.

Cards marked Popular, Beta or New are available to connect. Cards with a Coming soon button can't be connected yet.

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Settings › Channels › Add Channel

The Channel Catalog on the All tab, with the tab bar (All, Business Messaging, Calls, SMS, Email, Live Chat), the search box, and the Business Messaging cards with Popular, Beta and New badges and Connect buttons.

File: screenshots/connecting-channels-catalog.png

#How to connect a channel

1. In the Channel Catalog, click Connect on the channel's card.
2. Follow the steps in the dialog that opens. They depend on the channel:
   • WhatsApp, Messenger and Instagram: click Continue with Facebook (or Continue with Instagram) and approve access in Meta's window. See WhatsApp Quick Start, Messenger Quick Start and Instagram Quick Start.
   • Website Chat: the channel is created straight away. See Website Chat Quick Start.
   • Gmail: click Sign in with Google. See Gmail Quick Start.
   • Twilio SMS: click Connect with Twilio and choose your number. See Twilio SMS Quick Start.
   • Telegram, Viber, LINE and WeChat: follow the three guided steps for that platform.
3. When the connection succeeds, you see Channel created and the channel's page opens.

#How to manage a connected channel

Click Manage on a channel card to open its page. The header shows the channel name, its type, its status and the date it was connected. Click the channel name to switch to another channel without going back to the list.

Every channel has a Configuration tab where you can rename it. Other tabs depend on the channel:

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Settings › Channels › a WhatsApp channel › Manage

The channel page header with the back arrow, the channel name and switcher, the Active badge, "Connected on" date, and the tabs Configuration, Message templates, Profile, Meta Product Catalog and WhatsApp Calls.

File: screenshots/connecting-channels-detail.png

#Channel status

#How to delete a channel

1. Go to Settings › Channels and click Manage on the channel.
2. On the Configuration tab, scroll to Danger zone and click Delete channel.
3. Confirm in the Delete {channel name}? dialog.

New messages from the channel stop. Past conversations and contacts stay in Resool, but you can no longer message customers through that channel. If you connect the same Page, Instagram account or WhatsApp number again later, its earlier conversations are attached to the new channel.

#Notes and limitations

• Your plan's channel limit counts every connected channel except Gmail. When you reach it, you see Your plan's channel limit is reached. Upgrade to add more channels.
• Each platform has its own reply window. For example, WhatsApp only allows free-form replies within 24 hours of the customer's last message. See Messaging windows and templates.
• Routing and satisfaction surveys are set for all channels at once, with optional per-channel exceptions. See Channel settings.

#FAQ and troubleshooting

#Who can connect channels?

Owners and Admins. Managers, Agents and Viewers can't, unless you give them a custom role with the Connect and configure channels permission. See Roles and permissions.

#Can I connect more than one channel of the same type?

Yes. You can connect several WhatsApp numbers, Facebook Pages, Instagram accounts or website chat widgets, as long as you stay within your plan's channel limit.

#A channel shows "Needs attention". What should I do?

What you can do:

• Open the channel and check the error on the Configuration tab.
• For Meta channels, make sure you still have admin access to the Page, Instagram account or WhatsApp Business account, then connect it again from the Channel Catalog.
• Click Check again where it's shown to re-run the check.

#What happens to conversations if I delete a channel?

They stay in the Inbox and on contact profiles. You just can't send new messages through the deleted channel.

#Why is a channel marked "Coming soon"?

It isn't available to connect yet. Cards with a Connect button are ready to use today.

#What's next?

• Channel settings: routing, auto-assign and satisfaction surveys
• WhatsApp Quick Start
• Website Chat Quick Start
• Inbox overview