Why connect a channel
Customers already write to you on Instagram, WhatsApp, or by email. Connecting a channel brings those messages into the same Inbox your team uses for the messenger, so nobody answers from a personal phone or a separate app.
Available channels
- Instagram and Facebook Messenger direct messages.
- WhatsApp, Telegram, Discord, and Slack.
- SMS through your Twilio-compatible number.
- A shared support inbox over email.
Connect the channel
- Open Settings → Channels and choose the channel you want to add.
- For Instagram, and for a Gmail or Outlook mailbox, select the sign-in button and approve access on the provider’s own page — your password never reaches Lavenity.
- For the other channels, enter the credentials the provider gives you: an access token, a phone number ID, or SMTP and IMAP details.
- Save to generate a webhook URL, then paste it into the provider’s developer settings.
- Send a message to the connected account and confirm it lands in the Inbox.
Note: Only workspace owners can connect or manage channels. Each connected account shows its own state — connected, needs attention, or not verified — and can be disabled temporarily instead of removed when you want to pause a channel.