Channel Settings and Reports

After you create a channel, open it from Deploy → Channels to reach Channel Settings. The same screen is used for setup, changes, and deployment details.

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Basic information

Use the basic section to review or change the channel name and its identifier. Keep the name clear so your team knows where the channel sends messages.

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Connect the AI Agent

Open the channel’s chat or voice settings and choose the published workflow that should answer customers. Save after changing it. A channel without the right workflow may receive messages but give the wrong replies. The settings page can also include channel-specific options such as:

• Welcome or reply behavior.
• Appearance for Web Chat and Web Voice.
• Email, SMS, Telegram, Slack, Instagram, Messenger, or WhatsApp connection details.
• Image or media handling.
• Automatic replies outside working hours.
• Deployment instructions and a copy button for the setup code.

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Reports

From a channel’s row, open Report to review the conversations that came through that channel. Use the filters and date range to narrow the report, then open a row when you need the full conversation. To share the report as a spreadsheet, select Export. In the export dialog, choose the date range (pre-filled from the report page) and the team members who should receive it. If you searched the report, the search term is applied to the export too; other page filters are not. Each recipient gets an email with a confidential CSV link that expires after 1 hour. The file has one row per matching conversation, including the transcript and any extracted fields. The report page lists up to 5,000 rows. The export includes every matching conversation, however many there are.