Choose where customers reach each agent

A channel is a way customers reach you: a phone number, a website widget or your Instagram account. Each channel answers as one agent, with that agent’s greeting, voice and rules. To see an agent’s channels, click Agents in the sidebar, open the agent, and click Channels in its menu. The number beside Channels counts them. A dot means the agent has none yet, so nobody reaches it.

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Channel types

• Phone number: callers who dial your LobbyStack number. See Manage your business phone number.
• Website widget: visitors who chat or call from your website. See Add the website widget.
• Instagram: people who send your business a direct message. See Answer Instagram direct messages.

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Move a channel to another agent

With more than one agent, owners and admins can move a channel from one agent to another. The new agent answers from then on. Open conversations on that channel move with it, so the new agent picks up any chat still going. Past calls and conversations stay under the agent that handled them. You can also start from the agent that should answer. With no number of its own, an agent’s Channels shows Move here under Phone number, with the numbers your other agents answer. The Instagram row shows Move here when another agent answers the account. A phone number can only move between agents. To give a number up, open its page with Manage.

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Disconnect a channel

Click Disconnect beside a website widget or the Instagram account, then confirm. A disconnected widget stops the chat on every website that uses it. A disconnected Instagram account stops getting replies to its direct messages.

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Channels of a paused agent

On Free, only the default agent answers. A paused agent keeps its channels, and the default agent answers on them until you upgrade.