Go into **Channels**, in the sidebar. That's where you define where your agent talks with your customers. The screen groups cards by type — **WhatsApp**, **Telegram**, **Web Widget**, **Messenger** / **Instagram Direct**, **Copilot Assistant** (section 12) and **Phone Voice** — and each card shows its status and, if connected, today's messages and its configuration data. Every channel type has its own **counter of how many instances you can have** ("N of M", or "unlimited" if your plan doesn't cap it), next to the "Add channel" button — **Manual 62 · Plan capabilities and limits** explains that counter in detail, what happens when you hit the limit, and what it means for a channel to go "out of plan" after a plan change. Every card always shows these two sections, whatever the channel type: - **Assigned agent**: which AI agent handles that instance (section **9**). - **Owners**: who on the team gets notified when a conversation from that instance escalates (section **10**). Each card's status is one of these five: | Status | Meaning | | --- | --- | | **Connected** | The channel is active and receiving conversations. | | **Disconnected** | The channel exists but isn't linked to a real account yet. | | **Error** | There's a connection problem that needs review. | | **Pending** | The connection is in progress (for example, WhatsApp while you wait to link the number on Meta). | | **Coming soon** | The channel is under development and can't be activated yet (today, only Voice). |