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.

Want your own branded address? Instead of the default [email protected] style, you can connect a custom domain (e.g. [email protected]) and route mail directly into the right Chatlane inbox. Setup lives in Team Settings → Custom Domains — see Custom inbound domains for the full walkthrough including DNS records and per-record routing on entity inboxes.

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. With a custom domain, the entity-specific address can be as short as [email protected].

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, incoming mail is forwarded to the address Chatlane shows you in the channel settings. For Outlook, Chatlane sets up that forwarding automatically when you connect—see the dedicated Connect Outlook guide. For Gmail, the channel page walks you through a one-time forwarding setup and confirms Google's verification email for you automatically—see the dedicated Connect Gmail guide. 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.

WhatsApp calling: a Twilio WhatsApp number can also carry voice calls — customers call you on WhatsApp and your agents answer in the browser, and (with the customer's permission) agents can call out too. You turn this on from the WhatsApp channel's Calling tab. See WhatsApp calling for the full setup.

Phone calls

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

• Ring agents (answer in browser) — The call rings every agent who's signed in with Receive calls in browser turned on. The first to answer takes the call right inside Chatlane — no separate phone or app needed. If no one answers within the ring timeout, the caller is sent to voicemail.
• 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.

To answer calls in the browser: set the channel's inbound routing to Ring agents (on the channel's Voice Config tab), then have each agent turn on Receive calls in browser — in Settings → Notifications, or the quick toggle in the top bar. The same toggle and team setup apply to WhatsApp calling.

For the full phone-calls walkthrough — Twilio setup, all three routing options, recording, and AI summaries — see Phone calls. For voice over WhatsApp, see WhatsApp calling.

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. For branded inbound addresses on your own domain, see Custom inbound domains.