4. Add channels to a workspace

Connect each customer channel to the team that should handle it. Open Settings → Channels with an Admin account; each workspace card shows its channel configuration and connection state.

Channel setup

Find the intended workspace card.
For Webchat, select Configure widget and install that workspace's snippet.
For WhatsApp, use Connect WhatsApp after meeting the prerequisites.
Review the channel status before enabling a customer-facing workflow.

Channel availability

Webchat: created automatically with the workspace.
WhatsApp: one connected number per workspace, on a supporting plan. Use a separate workspace for another independent number.
Email: the card offers Email and Set up forwarding only where customer email is enabled. It is disabled in the initial production configuration, so its absence there is expected.

AI activation

Channel connection and agent activation are separate checks. A connected channel can be handled by humans with its AI live switch off. Review the workspace's members and handoff arrangements before publishing the channel.