How to add a channel
Connecting a channel takes a couple of minutes in the interface: you pick a channel type, fill in a short form, and requests from it start landing in your shared conversation list. This page explains how the add-channel wizard works, what each type needs, and how to configure a channel after it's connected.
Only workspace administrators can add and configure channels. Agents can see the channel list, but the connect form is disabled for them.
Open the wizard
- Go to Settings → Channels.
- Click Add inbox.
The wizard has three steps: Choose a channel → Set it up → Done. You fill in the fields on the left; a short, channel-specific guide sits on the right.
Step 1. Choose a channel
Each channel tile shows a status:
- Available — connect it right here in the wizard.
- Via provider — onboarded through an external partner (WhatsApp).
Step 2. Fill in the settings
What each channel needs:
| Channel | What you need | Where to get it |
|---|---|---|
| Telegram | Bot token | Create a bot with @BotFather via /newbot and copy the token |
| MAX | Bot token | MAX for Business account: Chatbots → your bot → settings |
| VK | Community ID, access token, confirmation string | Manage community → Settings → API usage (Callback API) |
| IMAP and SMTP details | From your mail provider (see Channels and mailboxes) | |
| Website (live chat) | Nothing upfront | The token and embed snippet are generated for you after creation |
| An account with a provider (360dialog / Twilio) | Through the provider's embedded signup | |
| API | — (optionally a webhook URL) | A custom channel for any network TalkyHub doesn't support natively |
The Inbox name field is optional — leave it empty and TalkyHub fills in a sensible name (e.g. the bot's @username). The name is only shown to your team and can be changed anytime.
Channel specifics
- VK needs a handshake: TalkyHub returns a URL and a secret that you paste into the community's Callback API screen and confirm. The wizard shows these on the "Done" step.
- Website (live chat) shows an embed snippet after creation — a one-line
<script>. Add it to every page of your site, just before</body>. - WhatsApp connects only via the official Cloud API through a provider — there are no unofficial / QR-session routes.
Step 3. Done
The channel is created and already receiving messages (for VK — after you confirm in the community's interface; for a website — after you add the snippet). From here you can jump to conversations or add another channel.
Configure a channel after connecting
Open the channel from Settings → Channels to set:
- General — name, auto-assignment of new conversations, privacy (visible to members only), greeting and resolution messages, and channel members.
- Credentials (email) — the IMAP/SMTP settings; leave a password blank to keep the stored one.
- Widget (website) — the embed snippet and token rotation, accent color, launcher position and style, header name, reply-time label, pre-chat fields, and the list of allowed domains.
Best practices
- Clear names. Name channels by purpose — "Support", "Sales", "Website" — so agents recognize the source at a glance.
- One mailbox, one channel. Otherwise two channels read the same folder and duplicate conversations.
- Test it right away. Message the bot / mailbox / widget and confirm the conversation appears and your reply arrives.
- Private channels for sensitive queues. Turn on privacy so only channel members see the conversations.
- Spread the load. Enable auto-assignment and add members (or a team) so new conversations are distributed among agents.
- Greeting and resolution messages set the tone and save time — configure them under "General".
- For the website widget, restrict domains. List the allowed domains so the snippet only runs on your site. The token is a public identifier; if it leaks, rotate the token and replace the snippet on your site.