Guides

Description
What is a Channel?

A Channel helps you organize different customer communication sources (like Facebook Messenger, Page Posts, or Website Chat) into separate groups.
Each Channel can only be connected to one integration.

Why Use Channels?

Channels allow you to manage communication by product, team, or service type. This keeps each team’s conversations, reports, and customers organized and easy to track.

Steps to Create a Channel

1. Go to Frontline
    

   

2. Click the three dots (⋮) next to the Inbox
    

   

3. Select Settings
    

   

4. Under the Frontline category, click Channel
    

   

5. Click Add Channel
    

   

   • Enter the Channel Name
      

     

   • Select Members who will be part of this Channel
      

     

   • Click Create
      

     

6. You’ll now see your new Channel listed in the Channel section

💡Tips

• Create Channels based on teams, products, or customer types to keep your workspace organized.
• If your company manages multiple Facebook Pages, it’s best to connect each one to a separate Channel for clarity and reporting accuracy.