Creating a Channel

A Channel connects an AI Agent to the messaging platform where the customer is. Before the Agent can process any message, you need to create at least one Channel and authenticate it. The creation flow is similar for all types, with variations in the credentials step.

General configuration parameters

Field	Description
Internal name	Identifier for the Channel in Inbox filters and reports. Examples: “WhatsApp Support US”, “Main Site Widget”
Channel type	WhatsApp WABA, Instagram, Web Widget, Telegram, or Slack
Linked Agent	The AI Agent that will process messages received on this Channel
Status	Active (processing messages) or Paused (Channel connected but Agent suspended)
Credentials	Token, App Secret, or OAuth data depending on the chosen channel type

Channel management

Action	Description
Pause	Keeps saved credentials but suspends processing of new messages — useful for maintenance without needing to reconnect
Reconnect	Restarts the authentication flow when credentials expire or are revoked on the source platform
Edit name	Changes the internal name without interrupting the connection or affecting Conversation history
Delete	Removes the Channel and permanently stops processing; existing Conversations remain in the history
Test connection	Sends a verification request to the platform API and displays the response status

Troubleshooting

Problem	Likely cause	Solution
Channel stays in “Awaiting verification”	Invalid token or insufficient permissions on the source platform	Review credentials and confirm that the required permissions were granted before saving
Messages arrive but Agent does not respond	Agent is not linked to the Channel or is disabled	Go to Agents → [agent] → Channels and confirm the Channel appears as connected
Channel disconnects automatically	Short-lived token expired (common with Instagram and WhatsApp WABA)	Generate a long-lived token in the platform manager and update the credentials in Timely.ai

​General configuration parameters

​Channel management

​Troubleshooting

General configuration parameters

Channel management

Troubleshooting