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How to use Channel and the unified inbox

Last updated: 7 May 2026

What this does

Use Channel to connect supported messaging accounts, monitor conversations, organise inbox topics, and let entitled workspaces use AI-assisted reply settings.

Current access and functionality

  • Verified against the current impact-web, impact-client, and impact-marketplace code on 2026-05-07.
  • Channel is available in impact-web when the workspace has the Channel entitlement. If the entitlement is missing, Channel and Inbox navigation is hidden.
  • Supported channel configuration includes WhatsApp, Line, Messenger, Telegram, and Zalo where the deployment has the matching provider setup.
  • Workspace owners and admins can manage channel accounts, inbox topics, and AI settings. Staff users may access inbox conversations only where their role and assignment permit it.
  • Channel and Inbox are separate from survey campaigns. Channel manages messaging accounts and inbox handling; survey campaigns manage questionnaire distribution and responses.

What users can do

  1. Open Channel from the main menu.
  2. Review connected channel accounts and their connection status.
  3. Open Inbox to view conversations from supported channels.
  4. Use Topics to organise inbox routing and topic-specific handling.
  5. Open AI Settings to configure AI-assisted inbox behaviour where the workspace has the required entitlement and the user has admin access.
  6. Use Dashboard to review channel activity and operational metrics where available.

Admin setup checklist

  • Confirm the workspace has the Channel entitlement.
  • Connect only approved business messaging accounts.
  • Define inbox topics before routing live conversations.
  • Grant inbox access to the staff who need to respond to messages.
  • Review AI settings before enabling AI-assisted replies in production workflows.

Common issues

  • Issue: Channel is missing from the menu. Fix: Check that the workspace has the Channel entitlement and that the user is in an active workspace.
  • Issue: A staff user can see messages but cannot change settings. Fix: Channel settings and topic settings require workspace owner or admin access.
  • Issue: A provider such as WhatsApp or Telegram is not available. Fix: Confirm the provider is enabled for the deployment and the workspace has the correct account configuration.
  • Issue: AI reply settings are unavailable. Fix: Confirm the workspace has the required AI entitlement and that the user has admin access.

Related

Keywords: channels