Connect customer channels
Connect a channel explicitly enabled for your tenant, then verify receipt, reply and delivery with a real customer account. Each channel also has its own illustrated step-by-step guide in this section.
- Who uses it
- Administrators
- Guide depth
- 3 steps
- Content reviewed
- 2026-07-22
What this helps you achieve
The practical result of following this guide, with the current product boundaries kept visible.
Choose the correct connection method
The channel appears as connected rather than pending or expired.
Set the receiving team
New conversations are visible to the intended team.
Send a real test message
A two-way test completes in the shared inbox.
Before you start
- Administrator access and credentials for the channel provider
- Provider approval where the channel requires it
Steps
Choose the correct connection method
Open Settings → Channels and choose only a channel shown as available for your tenant. OAuth authorization and system-user synchronization are different methods. Email and Web Chat require configuration and a real test. Instagram is not open; TikTok is usable only for a tenant where it is explicitly enabled and a real two-way test has passed.
Expected result: The channel appears as connected rather than pending or expired.
Set the receiving team
Map the channel inbox to the team responsible for first response and confirm at least one available agent.
Expected result: New conversations are visible to the intended team.
Send a real test message
Message the connected business account from a separate customer account. Verify receipt, reply and delivery status before announcing the channel is live.
Expected result: A two-way test completes in the shared inbox.