Channels
A channel is a place where an agent serves people or work. Channels let one workspace use different agents, settings, and review expectations for different surfaces.
For example, Website Support is the channel served through the embedded website widget. Home is the default authenticated dashboard channel for your workspace.
Why it matters
Channels keep the customer experience separate from internal work. A public website visitor, a signed-in teammate, and a future integration may need different instructions, knowledge, and escalation behavior.
Each channel can be connected to a published agent version. This lets you update one surface without changing every other surface in the workspace.
Common channels
| Channel | Use |
|---|---|
| Home | The default dashboard channel for authenticated workspace users. |
| Website Support | The embedded website widget channel for visitors and customers. |
| Slack | Preview. A team chat surface for internal support when enabled for your workspace. |