Connect your channels

This article explains how to add and set up each type of channel so your team can receive and send messages from one inbox. Each channel is one way customers can reach you—one email address, one phone number, or one connected account.

What channels are

A channel is one way customers can contact you: for example, one email address, one phone number for SMS or WhatsApp, or one connected Gmail, Facebook, or Instagram account. You can add one channel of each type per inbox. So you might have one email channel, one SMS channel, and one WhatsApp channel for the same inbox—all feeding into the same conversation list.

Channel settings include how your replies appear (e.g. the name and signature shown to customers) and where messages are received (the inbound address or number Chatlane gives you). Use the addresses and numbers shown in your channel settings when you tell customers how to reach you.

Email (your own provider)

If you use an email provider like SendGrid, Mailgun, Amazon SES, or your own SMTP server, you can connect an email channel by entering the details your provider gives you (e.g. API key or server address). Chatlane will show you an inbound address to use—any email sent to that address lands in this inbox. You'll also set the "from" name and address (and optional signature) so replies look right to customers.

Inboxes tied to orders or tickets: If your inbox is an entity inbox (grouped by order, ticket, or another record), you may see a special address format so that messages are linked to the right record. Use the format shown in your channel settings so conversations stay grouped correctly.

Email (Gmail or Outlook)

You can connect a Gmail or Outlook account by signing in once—no need to copy API keys or credentials. Chatlane sends replies from that account. To receive messages, you set up email forwarding in Gmail or Outlook to the address Chatlane shows you in the channel settings. Once that's done, messages forwarded to that address appear in your inbox. The connection stays active and refreshes automatically; you don't need to manage tokens or keys.

SMS and WhatsApp

You add a phone number (or a messaging service) through Twilio. When you create the channel, you choose whether it's for SMS or WhatsApp. Messages sent to that number appear in your inbox; you reply from the same conversation. For WhatsApp, you may need to use approved message templates in certain situations (e.g. first message to a customer); Chatlane and Twilio will guide you where this applies.

Phone calls

You add a phone number for voice calls. When someone calls that number, you choose what happens:

• Voicemail — The caller leaves a message; you get a transcript or summary in a conversation (if you've turned on recording and summary).
• Forward to another number — The call is forwarded to a number you specify (e.g. your support line). You can set a fallback (e.g. if no one answers, send to voicemail).

You can turn on recording and, if enabled, get a written summary of the call in the conversation so your team can scan what was discussed without listening to the whole call.

Facebook and Instagram

You connect your Facebook Page or Instagram Business account by signing in once. Messages and, where applicable, comments flow into your inbox in real time. You don't need to copy-paste credentials; the connection is managed for you. Replies you send from Chatlane go out from your Page or account so customers see a consistent experience.

Tips

• One channel per type per inbox — You can only add one email channel, one SMS channel, one WhatsApp channel, and so on per inbox. To use multiple email addresses or numbers, create additional inboxes or use the entity inbox address format if you're grouping by order or ticket.
• Use the addresses and numbers from settings — When you give customers a way to contact you, use the inbound address or number shown in your channel settings so messages land in the right inbox.
• Entity inboxes — If your inbox is grouped by order, ticket, or another record, use the specific address format shown in your channel settings so each conversation is linked to the correct record. This keeps conversations organised for your team.

For step-by-step setup of your first inbox and channel, see Get started with Chatlane.