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Channels

Routing channel messages

Channels route messages through a crew selected as the channel's Fennec mode ; they do not assign an individual agent or a separate bot record directly.

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Published Studio guide. Some screenshots show earlier versions.

On this pageChoose the correct route Expected result
Routing channel messages
Studio interface in English. Sample data.

Choose the correct route

  1. Open Settings → Channels and edit the installation.
  2. For normal messaging, email, or event connectors, choose an Agent crew.
  3. For supported phone connectors, choose a Voice crew; incompatible crew types are not selectable.
  4. Save with Update channel, then send a representative message or call.
  5. For a website bot, configure a Bot agent inside a Chatbot crew and publish its embed from Crews instead of Channels.

Expected result

New traffic enters the compatible crew, whose Fennec coordinator selects the appropriate member while preserving the channel policy.