Channels

Under the Channel Settings section, you can see a list of existing channels that you have connected to your Space. From here, you can edit and manage these channels or add new ones.

Getting Here

This setting is accessible by Owner and Manager only!

This setting can be accessed from the Settings navigation menu under the menu item, Channels.

Channel Settings

In this setting, you can:

Channel Overview

The channels that are connected to this space will be listed in alphabetical order. Each listed channel has its own set of menu options.

Tips: Use the 🔍 at the top to quickly find the channel that you are looking for.

Adding New Channels

To add a new channel to your existing Space, press the blue ADD CHANNEL button on the top of this section. For more information on adding new channels, you can take a look at the Messaging Channels page.

Connect your Channel

Managing Channels

Each channel provides a different set of functions and the functions are as follows:

Configure Channel

Press the blue CONFIGURE button to make changes to any of your existing channels.

You will be able to make changes to the Channel Name, which is how the channel is referred to internally on the platform. You will also be able to change the Greeting Message, which is an optional message that is shown to new contacts that first message you.

Additional options will also be available depending on the channel specific options.

Deleting Channel

To delete an existing channel, press the DELETE button and follow the instructions on the screen. Doing so will completely remove the channel from your space, along with any contacts that are from the channel.

Be careful when deleting a channel from your space. When a channel is deleted, all the configuration will be deleted. Deletion cannot be undone.

Generating Scannable Code

If your channel supports scannable codes, URL and QR code, the scannable code can be generated by pressing the SCAN CODE button. Pressing this button will open the Code Generator menu.

Code Generator

Different Channels provide different input fields that are either compulsory or optional to generate the code. Here is the list of the fields that are provided for each channel.

Channel

Field

Facebook Messenger

Reference (optional)

WhatsApp

Phone Number

Pre-Filled Text (optional)

LINE

LINE ID

Pre-Filled Text (optional)

Telegram

NA

Twitter

Pre-Filled Text (optional)

Viber

Pre-Filled Text (optional)

WeChat

Reference

Web Chat

Domain

Reference (optional)

Skype

NA

SMS

Phone Number

Pre-Filled Text (optional)

The Reference appears in Messages of selected Contact as an in-line event, while Pre-Filled Text is an input suggestion when a contact starts a conversation.

Once you are ready, press the blue DOWNLOAD button and select your desired pixel dimensions to download your scannable code.

For more information on how to utilize this feature, you can read our blog article on using scannable codes here.

Creating a Chat Menu

If your channel supports the Chat Menu feature, you can create your own chat menu by pressing the CHAT MENU button. Pressing this button will open the Chat Menu Creator.

Chat Menu

Under the Chat Menu Creator, you can press the blue ADD BUTTON to start adding buttons to build your own chat menu.

For more information on chat menus, you can find more information here.

Acquiring Contacts from Post Comments

On Facebook Messenger, you can set up comment tracking for your Facebook Page or Ad campaign in order to convert users into messaging contacts.

Acquiring Contacts from FB Comments

For more information on acquiring contacts from Facebook comments, you can visit the documentation page here.

API Token

API tokens are used to authenticate requests to the respond.io API. Each API token is specific to one channel and can be used to programmatically create and update contacts, custom fields, tags and etc.

To retrieve your channel API token, press on the API button of the channel.

Generate API Token

Press the blue GENERATE API TOKEN to generate an API token.

Refresh API Token

If there is a need to change API Token, it can be refreshed here and the platform will then generate a different API token.

Troubleshooting

If you are having issues with the channels on the platform e.g., no incoming messages even channel is connected.

Press on the TROUBLESHOOT button of the channel and follow the instructions provided.

Facebook Messenger Troubleshooting.

Issues with channels like Facebook and WeChat can be resolved quickly by just pressing REFRESH PERMISSION in the channel Troubleshooting.

Find out more information in messaging channels with the link below: