> ## Documentation Index
> Fetch the complete documentation index at: https://docs.callivox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Managing channels

> Day-to-day channel operations: renaming, AI auto-reply, webhook details, reconnecting a broken channel, and deleting one.

Once a channel is connected there is not much to do with it day to day. This page covers the things you will occasionally need: renaming it, turning AI replies on or off, checking its webhook details, fixing it when it breaks, and removing it.

Everything here happens on the channel's row under **Settings → Channels**, which is **Admin** only.

## Renaming a channel

Click **Rename** on the row. The name becomes an editable field in place. Type the new name and press **Enter** to save, or **Esc** to cancel. You will see "Channel renamed".

The display name is only ever shown to your team — in the inbox, in settings, in reports. Changing it does not affect the connection or what customers see, so rename freely as your setup grows: "WhatsApp" becomes "WhatsApp — Sales" the day you add a second number.

Names can be up to 200 characters.

## AI auto-reply

Each row carries a toggle reading **AI auto-reply: on** or **AI auto-reply: off**. It decides whether your AI agents answer on this channel without waiting for a human.

Until you touch it, the channel follows your workspace default. Flipping it sets that channel's own value, which then holds regardless of what the workspace default is later changed to. There is no way to put a channel back to inheriting — from then on it is explicit.

Turning it off does not disable AI entirely: [assist agents](/ai-agents/assist-agents) still draft suggestions for your team inside the inbox. It only stops agents from replying to customers on their own.

<Tip>
  A good way to launch a new AI agent is to connect the channel with auto-reply off, watch the drafts your assist agent produces for a few days, then turn auto-reply on once you trust them.
</Tip>

## Viewing webhook details

Facebook Messenger, Instagram and WhatsApp channels have a **Webhook** button. It reopens the two values Meta needs: "Use these in your Meta App → Webhooks (callback URL + verify token)."

* **Callback URL** — the address Meta sends incoming messages to.
* **Verify Token** — the shared secret Meta uses to confirm the callback URL is yours. It is masked; use the reveal toggle to show it.

Both have **Copy** buttons. Use this dialog if you are re-entering the webhook in Meta's console, or checking that the values in Meta still match.

If the channel was connected with the Facebook login route rather than your own Meta app, there is nothing to enter and the dialog says so:

> This channel was connected via Facebook login — its webhook is managed by Callivox, so there's no verify token to enter.

Telegram, email and the website widget do not have a **Webhook** button — their connections need no manual wiring.

## Needs reconnect

A channel shows **Needs reconnect** when the credentials behind it have stopped working. Common causes:

* An access token expired or was revoked in Meta.
* A permission was removed from the app or the Page.
* A mailbox password or app password was changed.
* The person whose account the channel was connected under lost access.

While a channel is in this state, messages are not arriving. Nothing is lost on the customer's side, but you will not see what they send until the connection is repaired.

### Reconnecting

Click **Reconnect** on the row. For most channels this reopens the connect dialog, pre-filled with what Callivox already knows, so you only need to supply the credential that changed.

<Warning>
  Reconnecting always creates a **new** channel — it never repairs the existing one in place. The dialog warns you about this before you continue.
</Warning>

That is deliberate: the old channel keeps its conversation history exactly as it was, and the new one takes over from here. Your inbox history is not rewritten.

When the new connection succeeds you will see "New channel connected", and Callivox immediately offers to tidy up:

> **Delete old channel?** The new channel is connected. Delete the old, broken channel it replaces so you don't have two channels for the same account?

Click **Delete old channel** and the broken row is removed — you will see "Old channel removed". If you would rather keep it around for a while, close the prompt; you can delete it later from its own row.

<Note>
  Leaving both in place is harmless but confusing: two rows for the same account, one of them permanently broken. Clean it up once you have confirmed messages are flowing on the new one.
</Note>

## Deleting a channel

Click **Delete** on the row. Callivox asks to confirm: "Delete this channel? This will disconnect the channel and cannot be undone."

Confirm with **Delete** and you will see "Channel deleted".

Deleting a channel:

* Stops incoming messages immediately.
* Removes the stored credentials — tokens, passwords, secrets — from Callivox.
* Deregisters the connection with the provider where Callivox set it up.
* Frees a slot against your plan's channel limit.

<Warning>
  Deleting cannot be undone. To connect the same account again you have to run the whole setup again, including anything on the provider's side.
</Warning>

For the website widget there is an extra consequence: the embed snippet on your site stops working, and the launcher disappears for visitors. Remove the script tag from your site as well.

## What you can change per channel type

Some settings live in Callivox and some live at the provider. This is what each channel type exposes on its row:

| Channel            | Rename | AI auto-reply | Webhook | Other                                    |
| ------------------ | ------ | ------------- | ------- | ---------------------------------------- |
| WhatsApp           | Yes    | Yes           | Yes     | **Templates**                            |
| Facebook Messenger | Yes    | Yes           | Yes     | —                                        |
| Instagram          | Yes    | Yes           | Yes     | —                                        |
| Telegram           | Yes    | Yes           | —       | —                                        |
| TikTok             | Yes    | Yes           | —       | —                                        |
| Website widget     | Yes    | Yes           | —       | **Widget settings** — full configuration |
| Email              | Yes    | Yes           | —       | **Signature**                            |

Beyond that:

* The **website widget** is the only channel whose full configuration — domains, colours, wording, proactive messages — can be edited after connecting. See [Website widget](/channels/web-widget).
* For **email**, the signature is the only setting you can change in place. Anything else, including the mailbox credentials, means reconnecting. See [Email](/channels/email).
* For every other type, credentials cannot be edited — a change means reconnecting.

### Things that are not set on the channel

Two things people often look for on this page live elsewhere:

* **Which AI agent answers on a channel** is decided by the agent, not the channel. Open the agent under **AI**, go to its **Bindings**, and add a binding scoped to the channel. See [AI agents](/ai-agents/overview).
* **Routing and folders** are set up under [Folders and rules](/settings/folders-and-rules).

## Next steps

<CardGroup cols={2}>
  <Card title="Channels overview" icon="plug" href="/channels/overview">
    The seven channel types and how to connect them.
  </Card>

  <Card title="AI agents" icon="robot" href="/ai-agents/overview">
    Bind an agent to a channel and set how it replies.
  </Card>
</CardGroup>