General configuration parameters
| Field | Description |
|---|---|
| Internal name | Identifier for the Channel in Inbox filters and reports. Examples: “WhatsApp Support US”, “Main Site Widget” |
| Channel type | WhatsApp WABA, Instagram, Web Widget, Telegram, or Slack |
| Linked Agent | The AI Agent that will process messages received on this Channel |
| Status | Active (processing messages) or Paused (Channel connected but Agent suspended) |
| Credentials | Token, App Secret, or OAuth data depending on the chosen channel type |
Channel management
| Action | Description |
|---|---|
| Pause | Keeps saved credentials but suspends processing of new messages — useful for maintenance without needing to reconnect |
| Reconnect | Restarts the authentication flow when credentials expire or are revoked on the source platform |
| Edit name | Changes the internal name without interrupting the connection or affecting Conversation history |
| Delete | Removes the Channel and permanently stops processing; existing Conversations remain in the history |
| Test connection | Sends a verification request to the platform API and displays the response status |
Troubleshooting
| Problem | Likely cause | Solution |
|---|---|---|
| Channel stays in “Awaiting verification” | Invalid token or insufficient permissions on the source platform | Review credentials and confirm that the required permissions were granted before saving |
| Messages arrive but Agent does not respond | Agent is not linked to the Channel or is disabled | Go to Agents → [agent] → Channels and confirm the Channel appears as connected |
| Channel disconnects automatically | Short-lived token expired (common with Instagram and WhatsApp WABA) | Generate a long-lived token in the platform manager and update the credentials in Timely.ai |