Setting Up Channels

What are channels?

Channels are the ways customers can contact your support team. There There supports two types of channels: email and support widget. You can create multiple channels of each type to handle different products, departments, or brands.

Creating an email channel

To create an email channel, navigate to your workspace settings and select "Channels". Click the button to add a new email channel and provide:

• Channel name: A descriptive label for internal use (e.g. "General Support" or "Billing").
• Email address: The address customers will write to (e.g. support@yourcompany.com).
• Color: A color to visually distinguish this channel in your inbox.

After creating the channel, you will need to verify your domain ownership and configure DNS records. See DNS Configuration for the full setup guide.

Creating a support widget

Support widgets let customers start conversations directly from your website. To create one:

• Widget name: A label for internal identification.
• Customization: Set the primary color, position (bottom right or bottom left), welcome message, and placeholder text.

Once created, you will receive a widget ID and embed code. See Support Widget for embedding instructions.

Testing email delivery

After configuring your DNS records and verifying your domain, send a test email to your channel's email address. The message should appear in your inbox within a few seconds. If it does not arrive, check that your DNS records have propagated and that domain verification is complete.

Channel access

By default, all workspace members can access new channels. You can restrict access so that only specific team members see tickets from certain channels. Owners and admins always have access to all channels.