View more information on the Channels and merge suggestions of your Contact
In the vertical sidebar, click on the Channels tab.
In this tab, you can find a list of Channels connected to the Workspace with different indications. There are 3 types of Channels you can find here :-
Active Channels are Channels that are connected and have existing interactions with a Contact. The date and time these Channels were connected are indicated.
Inactive channels are channels that are yet to be connected with the Contact. They can be connected by initiating a conversation with the Contact. Clicking on the
Send first messagewill select the Channel by default in the messaging bar.
Unavailable Channels are Channels that Contacts do not have existing interactions on. These Channels cannot be connected to a Contact at the initiative of a Workspace User. The connection has to be initiated by the Contact, who needs to send the first message on these Channels.