Channels
Overview
How WhatsApp and Web connect to routing (Workflows) and execution (Shared Inbox).
What a “channel” means in Calypso
A channel is where customer conversations begin and where messages are delivered. Channels feed the same operational system:
- Workflows decide what to do (automation, routing, handoff)
- Shared Inbox is where humans execute (assignment, tags, resolution)
In other words: channels are ingress + delivery, workflows are policy, and Shared Inbox is ownership.
The two channels
The WhatsApp channel is built for conversational operations at scale:
- inbound conversations routed through workflows
- outbound messaging via templates + campaigns
- rich interactive messages (lists/buttons) for intent capture
Start here: WhatsApp channel
Web
The Web channel is built around widgets you embed on your site:
- capture leads and questions from visitors
- route through workflows and/or hand off to Shared Inbox
- ground answers using Knowledge sources
Start here: Web channel