Creating a Channel

Click “New Channel” to begin the configuration process.
Each channel type requires a slightly different setup flow, depending on the external platform.

General Configuration Parameters

Field	Description
Type	Selects the communication channel (Widget, WhatsApp (Evo Go), WhatsApp (Official), or Instagram).
Name	Internal name used to identify the channel in the CRM list.
Description	Optional internal note for context or control.
Channel Responder	Defines which Agent or Squad will handle the conversations from this channel.
Customized Prompt (optional)	Overrides the Agent’s main prompt, applying a custom instruction only for this channel.
Delay to Answer	Sets a delay (in seconds) before the Agent responds to a user message.

Channel Management

Once created, channels are displayed in the Channels Dashboard.

Action	Description
Toggle Active/Inactive	Enables or disables message routing for the selected channel.
Edit Settings	Opens the configuration modal to modify responder or prompt.
View Configuration	For Widget channels, shows embed code and customization options.
Delete Channel	Permanently removes the channel and its routing link.

Each active channel is monitored automatically, ensuring continuous connectivity and message delivery.
If authentication expires (e.g., expired WhatsApp token), the channel status will display as inactive until reconnected.

Troubleshooting

Issue	Possible Cause	Solution
QR Code expires before scanning	Delay during setup	Reload and rescan within 40 seconds.
No pop-up window for WhatsApp Official	Browser blocked pop-ups	Enable pop-ups in browser settings.
Instagram connection fails	Wrong account permissions	Use an account with messaging access enabled.
Widget not loading on site	Script not embedded correctly	Re-copy the embed code and ensure it’s inside the `<body>`.

​General Configuration Parameters

​Channel Management

​Troubleshooting

General Configuration Parameters

Channel Management

Troubleshooting