Skip to content
AurionAI

Channels overview

3 min readBy Emmanuel Yazbeck

Channels are the ways your customers reach your support team. Messages from email and WhatsApp arrive in the unified inbox. The Channels page is the starting point for these two channels.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role. Other users see Access Denied.
  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile. In the AI Voice profile, the page is not available. Read Product profiles.

Open the channels page

  1. In the sidebar, select Configuration.
  2. Open the Integrations category.
  3. Select Channels.

The page has two cards:

  • WhatsApp: select Open WhatsApp channel settings to connect WhatsApp Business numbers and manage message templates. Read Connect WhatsApp.
  • Email: select Open email channel settings to connect mailboxes and verify your email domain. Read Connect an email mailbox.

The Channels page with the WhatsApp and Email cards.

All channels at a glance

AurionAI has these channels. Each one has its own setup page.

Channel Where you set it up Profiles
Email System > Email Helpdesk, AI Voice + Helpdesk
WhatsApp Integrations > Channels Helpdesk, AI Voice + Helpdesk
Web widget Integrations > Widget All profiles
Mobile app Integrations > Mobile Branding All profiles
Phone Integrations > Telephony AI Voice, AI Voice + Helpdesk

The web widget offers chat, voice or both, depending on your profile. Read Add the web widget to your site. For the mobile app, read Mobile app branding. For phone numbers, read Get and manage phone numbers.

The other channels page

The same two cards also exist on a second page, at the address /channels. The WhatsApp page links back to it. On that page, the WhatsApp card shows how many WhatsApp channels are active, or that WhatsApp is not connected. Its email link opens the email configuration page. Read Connect an email mailbox.

Result

From the Channels page you reach the setup page of each messaging channel. A connected channel sends its messages to the unified inbox.

If something goes wrong

  • You see Access Denied. Only the Owner and Admin roles can open the configuration. Ask an administrator of your organization.
  • The Channels page is not in the list. Your organization uses the AI Voice profile. If you open the address directly, AurionAI takes you to the first page that your profile can see.

Still stuck? Submit a request or .