Agents
Channels used by an agent
See which channels an agent uses: its phone number, text messages, WhatsApp number, and website chat widget.
The Channels tab of the agent editor shows where an agent answers calls and messages. You can connect or disconnect channels there. The agent uses its instructions, voice, and actions on the channels listed.
What the tab is for
Most businesses connect an agent to more than one channel. Customers can then call, text, message on WhatsApp, or chat on the website. The Channels tab shows which channels the agent uses. It also shows which channel to finish next.
You can connect or disconnect a channel in this tab or in the Connections section. Both change the same setup.
How each channel shows
Each channel has one card. The card says Connected when customers can reach the agent there. It says Not connected when they cannot.
One card has an orange button. It is the first channel that is not connected, in this order: Phone, WhatsApp, Website. That button is your next step. The other buttons are plain. When all channels are connected, no button is orange.
| Channel | When not connected | When connected |
|---|---|---|
| Phone | Click Forward my number to keep your number and carrier. Or click Get a new number. Or click Other options to port your number or connect your own phone system. | The card shows the agent's number. If you forward, it also shows your business number. |
| Click Connect WhatsApp. It opens Connections. Sign in with your Meta business account. | The card shows your WhatsApp number. | |
| Website | Click Add to my website. Paste the short code into your site. | The card shows Show on website. This switch hides or shows the widget. A widget that is switched off reads Not connected. |
If your workspace has a phone number that is not on this agent, the Phone card also shows Choose existing.
To try the agent before you connect anything, use Chat or Call your agent at the top of the page.
What each channel means
| Channel | What it means for the agent |
|---|---|
| Phone | The phone number that rings this agent for voice calls. |
| SMS | Text messages to the same or a linked number. The agent answers by text. |
| A WhatsApp Business number the agent replies from. | |
| Website | A chat widget on your site. Visitors talk to the agent by voice or text. |
Transfer calls and End calls work only on a live phone call. The agent does not offer them on text channels. Every other action on the agent works on every connected channel. Examples are booking and answering from your knowledge base.
Related pages
- Agent editor overview: how Channels fits with the other tabs.
- Get or bring a phone number: connect a phone number.
- WhatsApp: connect a WhatsApp Business number.
- Website: publish a chat widget.
By Nuteq AI TeamPublished Updated 2 min read
Keep reading
Related content
- AgentsThe Nuteq AI agent editor sets an agent's instructions, voice, languages, actions, and channels. Test and publish your changes there.Read more
- Phone numbersNuteq AI phone numbers let your AI receptionist answer calls. Forward your number, get a new number, or port your number.Read more
- Connect WhatsAppConnect WhatsApp Business to Nuteq AI through Meta. Your agent answers customer messages and calls on the number you already use.Read more
- Website voice widgetThe Nuteq AI website voice widget lets visitors talk to your agent on your site. They do not log in or dial a number.Read more
Frequently asked questions
- Can one agent answer more than one channel at once?
- Yes. An agent can have a phone number for calls and texts, a WhatsApp line, and a website widget at the same time. All use the same instructions and actions.
- What do Connected and Not connected mean on the Channels tab?
- Connected means customers can reach the agent on that channel now. Not connected means they cannot. The orange button is on the first channel that is not connected. It is your next step.
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