Connect and assign your first channel

Your agent only replies on the channels assigned to it. That’s why there are two steps: first you connect the WhatsApp, Instagram, or Messenger account to your business, and then you assign it to your agent. Connecting a channel in the setup wizard doesn’t assign it; the agent is created without channels.

1. Connect the channel

You can connect it from any of these places:

• In the setup wizard, in the Connect and collaborate chapter.
• In the side menu: AI & Automation → Channels & Integrations.
• On your agent’s page, in the Apps section, with the Connect button.

Each channel has its own guide:

• Connect WhatsApp: you can keep using the WhatsApp Business app on the same number.
• Connect Instagram: you need an Instagram professional account.
• Connect Facebook Messenger: you need a Facebook Page.

2. Assign it to your agent

1. Open AI & Automation → My Agents and go into your agent.
2. Go to the Apps section.
3. On the channel you connected, click Assign.

The change applies right away; you don’t need to publish. The channel changes to Assigned.

If you connect WhatsApp or Messenger from Channels & Integrations, the panel offers Assign to an agent when you finish. Choose your agent and click Assign agent.

What each status in Apps means

Status	What it means	What you can do
Disconnected	The account isn’t connected to your business	Connect
Available	It’s connected, but no agent is using it	Assign
Assigned	This agent replies on that channel	Unassign
Unavailable	Another one of your agents already has it assigned	Unassign it from that other agent first

A channel belongs to only one agent at a time, so your customers don’t get duplicate replies.

Next

With a channel assigned, you can now launch your agent. While the agent is off, your customers’ messages arrive in Conversations, but no one replies to them automatically.