Connect a channel
Connect a WhatsApp, Facebook, Instagram, email or website chat account, test it in sandbox mode and read the webhook log.
Before you begin
- You need
omni.configure(oromni.inbox.viewto see the list). - For a live account you need the platform's access token and app secret from its developer console. For WhatsApp, also add the connection under Administration > Configuration > WhatsApp if you want the company-wide sender. See Email and WhatsApp connections.
- Open Omnichannel > Configuration > Channels to see every channel type grouped as Core, High priority, Medium priority and Optional, with what each can do and how many accounts are connected.
Steps
- Go to Omnichannel > Configuration > Accounts.
- Pick the channel in Connect a channel... (or click Connect on a card under Channels).
- Type the Name and the Number / handle / page.
- Choose the Mode: Sandbox (no platform calls) or Live. Start in Sandbox.
- Type the Platform account id, and any fields the channel asks for.
- For channels other than Website Chat, paste the access token and the signing secret (labels depend on the channel). They are stored sealed and never shown again; the fields then say Stored - type to replace.
- Optionally choose a Default team and Branch.
- Optionally set AI mode: Company / team setting, AI off, AI suggestions only, AI auto reply or AI full agent.
- Optionally set First response SLA in minutes. 0 means the SLA policies decide.
- Click Save. The Webhook card now shows the Callback URL, the Verify token and the status.
- In the platform's console, enter the Callback URL and Verify token. Click Test on the account to check the connection.
Website chat
For a Website Chat account there is no token. The card shows a <script> tag. Paste it on every page of your website. Website forms and landing pages can post leads to the address shown under it. The greeting and colour of the widget are set in Configuration > Integration Settings.
Test message in sandbox
On a sandbox account that can message, click Test message. Enter a name, phone, optional email and text, then Send as the customer. A conversation appears in the inbox, with a contact, routing and an SLA chip. Use Open conversation to jump to it.
What happens next
When the platform calls the Callback URL, the system stores the delivery raw, then normalises it, removes duplicates, matches the contact, routes the conversation and starts the SLA clock. Only calls with a valid signature are accepted on a live account.
Webhook log
Configuration > Webhooks lists every delivery with time, account, channel, event, Signed, status, processed time and any error. A replayed delivery shows as a duplicate. Click Refresh to see new ones.
Rules that refuse
| Situation | Result |
|---|---|
| Live account with no app secret | Every call is refused with 'Signature check failed.' |
| Wrong or missing signature | 'Signature check failed.' |
| Wrong verify token on the handshake | 'Verification failed.' |
| Unknown, inactive or disconnected address | 'Not found.' |
Good to know
- New webhook address in the account form replaces the address. The old one then returns 'Not found.' Update the platform straight away.
- Disconnect removes the account. Its past conversations stay.
- Tokens are pasted in; there is no one-click login to the platform yet.
- A blocked contact's messages are dropped, but the platform still gets a normal answer.