Managing Channels

Kamili Help Desk unifies all your support channels into one inbox. Manage email, live chat, and social media from a single dashboard.

Available Channels

| Channel | Availability | Setup |

|---------|-------------|-------|

| Email | All plans | Settings > Channels > Email |

| Live Chat | All plans | Settings > Channels > Live Chat |

| Facebook Messenger | Starter+ | Settings > Channels > Social |

| Instagram DM | Starter+ | Settings > Channels > Social |

| Twitter/X DM | Starter+ | Settings > Channels > Social |

| WhatsApp Business | Professional+ | Settings > Channels > Social |

Setting Up Social Channels

Go to Settings > Channels > Social

Click the platform you want to connect

Authorize Kamili to access your business account

Configure routing rules (which agents handle which channels)

Channel-Specific Settings

Each channel has its own configuration:

Auto-responses: Set channel-specific automatic replies

Business hours: Different hours per channel

Assignment rules: Route by channel to specialized agents

SLA policies: Different response times per channel

Unified Conversation View

When a customer reaches out through multiple channels, all messages appear in one unified conversation thread. Agents see the full history regardless of channel.

How to Manage Multiple Support Channels

Managing Channels

Available Channels

Setting Up Social Channels

Channel-Specific Settings

Unified Conversation View

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