Communication Channels¶
ChannelX brings every customer conversation into one shared inbox, no matter where it starts. Each external messaging source you connect is called a channel, and every connected account or number within a channel becomes an inbox. Your agents reply to all of them from the same dashboard, with the same routing, automation, and reporting tools.
This section explains how to set up and run each channel ChannelX supports.
What you can connect¶
- WhatsApp — Reach customers on the WhatsApp Business Platform through the Cloud API (with guided embedded signup) or Twilio. Supports approved message templates and CSAT surveys.
- Facebook Messenger — Connect a Facebook Page so Page messages arrive as conversations.
- Instagram — Connect a Business Instagram account through Instagram Business Login or Facebook Login, including the human agent tag for extended reply windows.
- SMS — Send and receive text messages through Twilio or Bandwidth.
- Email — Turn a support mailbox into a ticketing inbox using forwarding, IMAP/SMTP, or Microsoft OAuth.
- API — Build a custom channel for any source ChannelX does not natively support, using REST endpoints and webhooks.
- Voice (Softphone) — Handle inbound and outbound calls as conversations through Localcom's Nexus UC platform, with optional Localcom AI transcription and analysis.
How setup generally works¶
Most channels follow the same pattern:
- Go to Settings → Inboxes → Add Inbox and pick the channel type.
- Authenticate or enter provider credentials (OAuth login, API keys, or mailbox details).
- Add the agents who should handle that inbox.
- Configure inbox-level options such as greetings, business hours, and CSAT.
Note
ChannelX runs as a self-hosted Localcom deployment. Wherever a step refers to webhook or callback URLs, use the address of your own ChannelX installation.