Guides

How to use: Access channel configuration by selecting "Channels" from the FRONTLINE section in the settings sidebar. Create your first communication channel by clicking the "+ Create channel" button to begin setup. Choose the channel type you want to add—email, live chat, Facebook Messenger, WhatsApp, Instagram, SMS, or other platforms. Configure email channels by connecting email accounts through IMAP/SMTP or setting up forwarding to route messages into the system. Set up live chat by generating widget code and embedding on your website—customize appearance, position, and greeting messages. Connect social media channels by authenticating with platforms—grant permissions for pages to receive and send messages. Configure messaging apps like WhatsApp Business by providing API credentials and business phone numbers. Set up SMS channels by integrating with providers—configure phone numbers and messaging capabilities. Assign channels to specific teams or queues—route different channels to appropriate departments or specialists. Configure channel-specific settings like working hours, auto-responses, and away messages for each communication method. Customize greeting messages that customers see when first contacting you through each channel. Set up routing rules determining how incoming messages are distributed—round-robin, skill-based, or load-balanced. Enable or disable channels temporarily without deleting configuration—useful during maintenance or capacity adjustments. Test each channel after setup by sending test messages and verifying they appear correctly in your Frontline Inbox. Monitor channel connection status regularly—ensure all channels remain active and messages flow properly. Edit channel settings as needed—update credentials, change routing rules, or modify team assignments. Remove channels no longer in use—disconnect and delete to maintain clean configuration. Create multiple instances of the same channel type if needed—separate email addresses or phone numbers with different routing.