Channels hub
The Channels page shows every place customers reach you — web widget, WhatsApp and phone — what is connected on each, and which agent answers there.
Channels is the one page that answers "where can customers reach us, and who answers there?" It lists each channel your workspace can use, how many touchpoints you have connected on it, and every agent currently serving there.
Open it from Manage → Channels in the sidebar. The sidebar shows it to owners and admins; members don't see it, and the agents and connections it reads are refused to them.
The channels #
| Channel | What it is | Where you set it up |
|---|---|---|
| Web widget | An AI chat widget on your website, added with one line of code. | Per agent: Agents → (agent) → Deploy → Web widget. See Install the widget. |
| Your agent replies on your own WhatsApp Business numbers. | Channels → WhatsApp to connect a number, then deploy an agent to it. See Set up WhatsApp. | |
| Phone / Voice | Your agent answers calls on a real phone number, and can place calls. | Channels → Phone / Voice to get a number, then deploy an agent to it. See Numbers & KYC and How voice works. |
How a channel connects to an agent #
Three things have to line up before a customer gets an answer:
- 1
A touchpoint
Something customers can reach: your website, a WhatsApp Business number, or a phone number. The page calls these connected touchpoints.
- 2
An agent with a published version
You can only deploy an agent that has been published at least once. See Agents.
- 3
A deployment
A deployment puts one agent on one touchpoint. It is what makes the agent answer there. You create and manage deployments on the agent's Deployments tab. See Deployments.
One touchpoint is answered by one agent at a time. One agent can serve many touchpoints: in the example above, Veloria Support answers both the website and WhatsApp.
Saved agent edits are live
Once an agent is deployed, changes you save to it (instructions, tools, knowledge) reach customers on every channel it serves straight away. Try risky changes in the agent's test chat before you save them.
What each card shows #
The state badge #
| Badge | Meaning |
|---|---|
| {n} connected | You have this many touchpoints on the channel. |
| Set up | The channel is available on your plan, but nothing is connected yet. |
| Upgrade to unlock | Your plan doesn't include this channel. The card says "Your plan doesn't include this channel yet." and its button is View plans. |
What counts as connected differs per channel:
| Channel | Counted |
|---|---|
| Web widget | Your workspace's web connection, created the first time you deploy an agent to the web. |
| Every connected WhatsApp number that isn't disabled. | |
| Phone / Voice | Every phone number in the workspace, whether or not an agent answers it. |
Agent rows #
Below the badge, each agent serving on the channel gets a row: the agent's name, the touchpoint it answers (a domain or a number) and a status.
| Status | Meaning |
|---|---|
| Live | The deployment is active and the agent is answering. |
| Disabled | Someone disabled the deployment on the agent's Deployments tab. The agent isn't answering there until it is enabled again. |
| Error | The deployment is unhealthy. Open it to see what needs fixing. |
Rows are sorted by agent name. Click a row to open that agent's Deployments tab, where you can edit, disable, enable or remove the deployment.
Next to the button, {n} live counts the rows that are live.
When nothing is answering #
| What you see | What it means |
|---|---|
| "Nothing connected on this channel yet." | No touchpoint exists. Use Set up. |
| "Connected, but no agent is answering here yet." | You have touchpoints but no deployment. Deploy an agent from its Deployments tab. |
| "{n} connected touchpoint(s) with no agent answering." | Some touchpoints have no Live agent. A touchpoint whose only deployment is Disabled counts here too. A phone number or WhatsApp number in this state is paid for or connected and answers nobody. Enable or deploy an agent to it, or remove it. |
The button #
| Button | Where it goes |
|---|---|
| Manage from Agents (Web widget) | The Agents page. The widget is configured per agent, from Deploy → Web widget. |
| Set up / Manage channel (WhatsApp, Phone / Voice) | The channel's own page, to connect numbers and change channel settings. |
| View plans | Billing, when the plan doesn't include the channel. |
Plans and channels #
| Plan | Channels |
|---|---|
| Free | Web widget only. WhatsApp and Phone / Voice show Upgrade to unlock. |
| Starter and above | Web widget, WhatsApp and Phone / Voice. |
See Plans & limits for everything else each plan includes.
Troubleshooting #
Next #
Put an agent on your website
Install the widget with the five-step web deploy wizard.
Connect WhatsApp
Set up WhatsApp and deploy an agent to your number.
Get a phone number
Numbers & KYC — then let an agent answer it.
Manage deployments
Deployments — edit, disable, enable or remove where an agent answers.