Channels
The accounts messages arrive on and go out from: WhatsApp, Instagram, email and forms.
Who can use this? Wrap admins. If you do not see Settings → Channels, ask an admin to make the change.
Connect a WhatsApp number, an Instagram account, a forwarded email address or a form on your site, and its messages arrive and go out through Wrap. Each of those connected accounts is a channel.
Open Settings → Channels to create a channel, edit it or replace its credentials.
What defines a channel
Set these fields on each channel:
| Setting | What it decides |
|---|---|
| Label | How your team recognises it ("Sales line", "María's WhatsApp"). |
| Type | WhatsApp, Instagram, email or web form. |
| Owner | One person. They always see their channel. |
| Default visibility | Who sees the conversations that arrive. |
| Assignment | What happens to a new conversation. |
| Members | Who else sees it, and who is in the rotation. |
| Credentials | The integration's keys, encrypted. |
Visibility
Choose who sees the conversations that arrive on the channel:
- Whole workspace.
- Selected members.
- Admins only.
For a personal channel, one person's inbox, leave that person as the owner and pick selected members with nobody else ticked.
See Who sees a conversation for the three modes in detail.
Automatic assignment
Choose what happens to each new conversation: none, to the owner, or a rotation among the ticked people and groups. See Assignment.
Archiving, deleting and restoring
- Archive a channel to hide it from the list and stop new messages arriving on it. Its conversations stay readable.
- Delete a channel and Wrap cuts access to its conversations immediately and disconnects the integration. For 30 days you restore it from Deleted; after that Wrap destroys it for good.
- Restore a channel to bring it back, and enter its credentials again.
If another channel has taken the same identifier meanwhile, Wrap refuses the restore and says why.
A channel's tabs
Open a channel and work through its tabs. Each type carries only the ones that serve it:
| Type | Tabs |
|---|---|
| Details, Templates, Out of hours, Blocked senders, Advanced | |
| Details, Setup, Blocked senders, Advanced | |
| Details, Setup, Blocked senders | |
| Web form | Details, Setup, Blocked senders, Advanced |
Change the label, the owner, the visibility, the assignment, the members and the groups in Details, the tab that opens by default.
Get the channel running from Setup: the forwarding address and its verification on email, the form's public URL with its cURL example, and the callback URL Instagram needs.
Paste the tokens, the secrets and the signatures into Advanced.
On an email channel, Wrap hands you the forwarding address ready made and there are no credentials to paste.
Templates and Out of hours exist only on WhatsApp channels.