Help CenterGetting StartedChannels and Assistant Routing

Getting Started · Guide

Channels and Assistant Routing

Understand channel records, status, external IDs, and assigned assistants.

Applicable plan: Channel dependentLast verified: 2026-09-23
Prerequisites

A channel and an assistant that should handle it.

Expected result

The channel shows a saved Status and Assigned assistant.

Inspect a channel

Channels is the verified workspace area for channel records.

  1. Open Channels.
  2. Select a channel or use New channel when authorized.

Confirm routing

Check the channel type, Status, External channel ID, and Assigned assistant.

  1. Save only verified changes.
  2. Send a test message through the affected channel when appropriate.

Provider boundary

A saved channel record does not prove the external provider is connected or delivering messages.

Troubleshooting

Provider connection and credential changes are not verified customer controls.

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