Each channel type requires a slightly different setup flow, depending on the external platform.
General Configuration Parameters
| Field | Description |
|---|---|
| Type | Selects the communication channel (Widget, WhatsApp (Evo Go), WhatsApp (Official), or Instagram). |
| Name | Internal name used to identify the channel in the CRM list. |
| Description | Optional internal note for context or control. |
| Channel Responder | Defines which Agent or Squad will handle the conversations from this channel. |
| Customized Prompt (optional) | Overrides the Agent’s main prompt, applying a custom instruction only for this channel. |
| Delay to Answer | Sets a delay (in seconds) before the Agent responds to a user message. |
Channel Management
Once created, channels are displayed in the Channels Dashboard.| Action | Description |
|---|---|
| Toggle Active/Inactive | Enables or disables message routing for the selected channel. |
| Edit Settings | Opens the configuration modal to modify responder or prompt. |
| View Configuration | For Widget channels, shows embed code and customization options. |
| Delete Channel | Permanently removes the channel and its routing link. |
If authentication expires (e.g., expired WhatsApp token), the channel status will display as inactive until reconnected.
Troubleshooting
| Issue | Possible Cause | Solution |
|---|---|---|
| QR Code expires before scanning | Delay during setup | Reload and rescan within 40 seconds. |
| No pop-up window for WhatsApp Official | Browser blocked pop-ups | Enable pop-ups in browser settings. |
| Instagram connection fails | Wrong account permissions | Use an account with messaging access enabled. |
| Widget not loading on site | Script not embedded correctly | Re-copy the embed code and ensure it’s inside the <body>. |