Channel Connections

The five ways customers reach the workspace — phone, WhatsApp, email, web chat and Genesys — each with its own card stack. Rows carry their status openly, and each channel binds to the agent that answers it.

At a glance

  • Numbers bound to agents with one select and Save
  • Webhook health read on the WhatsApp row itself
  • A copyable web chat snippet, key and hosted page
  • Genesys queue mappings with a live queue search
Channel Connections

Phone numbers

The numbers customers ring: each row draws the number in mono, country and provider, a status badge — and a warning badge when no agent is bound. Answered by and Save bind an agent per row, with Clear only while a binding exists; unpublished agents stay in the select, disabled and relabelled, never hidden. There is no Connect here — the platform provisions the numbers — and Test call opens the dialer with a billing caption.

WhatsApp and email

A WhatsApp row carries two independent badges — the status, and the webhook health, because a number can be active yet never have received a delivery. Check answers inline with the quality rating and a latency line; Disconnect confirms, releases the number and drops the row, and reconnecting revives it as pending. An email row shows the address, direction and provider, its status and a neutral DKIM badge. Reconnect is what takes the address live, Disconnect confirms by naming the address, and the connect card at the foot takes a new one — refusals render the server's own sentence.

Web chat and Genesys

A chat widget draws its name, an On/Off badge, a no-agent warning and — when off — a caption saying the snippet is inert; three copyable rows hold the widget key (public in the customer's own page source), the embed snippet and the hosted page URL with an Open link. The form takes Answered by — Nobody included — Allowed origins and the Enabled switch, and the create card asks only for a name; the switch is the reversible off, with no key rotation and no delete. Genesys takes a region from fourteen hosts, the org and client ids, the client secret and the AudioHook key and secret — an empty box beside saved means kept, typing replaces — plus an agent, three switches for voice, push and transfer, and Save with Test connection. Queue mappings list below with Remove on each row, then a queue select, a live search of the customer's own Genesys queues, a target and Map; removing one needs no confirmation, because the fallback is {product}'s own handling.

  1. Bind a numberPick the agent in a phone row's Answered by select and press Save; Clear appears only while a binding exists. Test call opens the dialer, with a billing caption.
  2. Connect a channelConnect sits in the WhatsApp tray header, the connect card at the foot of Email takes a new address, and the web chat create card asks only for a name; an email refusal renders the server's own sentence.
  3. Test the connectionCheck on a WhatsApp row answers inline, the healthy answer carrying the quality rating and a latency line. On the Genesys card, Test connection sits beside Save; a failed check leaves an error line under the last-verified one.