Set up publishing and support channels

Choose what the channel should do

A Publishing channel is a destination for content. A Support channel receives external conversations for Tickets. The same provider name can appear in both contexts, but the two channels have different controls and outcomes. Publishing is concerned with content, scheduling, recipients and publication state. Support is concerned with capture, ticket settings, synchronization and reply transport.

For example, create a Publishing channel for an onboarding email list and a separate Support channel for incoming customer questions. The recipient list is not the support Contact directory. Sending a broadcast does not activate support intake. For the relationship between account authorization and channel configuration, read external connections.

Configure a publishing destination

Use the Channels publishing dashboard to create a destination in the correct workspace. Choose its provider type and the compatible authorized connection when required, then supply the destination details exposed for that provider. A Facebook Page, a Telegram destination and a mailbox mailing list do not share an identical capability set.

After creation, check channel status and its current capability information. Connect the appropriate publishing queues if the channel will use recurring slots. Channel details brings together linked queues and publication information, including calendar and delivery context where supported. Removing a queue relationship does not delete the queue itself.

For connection-backed email and 019 SMS publishing, configure recipients and list settings in that channel. Use email mailing lists or SMS mailing lists for imports, suppression, composition and recipient-level outcomes.

Configure support intake explicitly

1. Choose a supported connection for email, Telegram Bot/User, WhatsApp Cloud API or 019 SMS.
2. Create a Support channel and confirm its identity.
3. Save its Ticket numbering, acknowledgement and applicable response settings.
4. For email, configure mailbox activation and synchronization. For supported messaging channels, explicitly activate conversation capture; SMS also requires the receiving number.
5. Verify a new inbound conversation, its resulting Ticket and an authorized reply in your deployment.

Existing email channels also require an explicit Ticket settings save when upgrading to per-channel policies. Historical tickets and replies remain available, while new intake can wait for configuration. Do not assume old global values were copied. The Tickets guide explains what happens after a message is accepted.

Use operational status to find the next action

The Support dashboard distinguishes Active, Inactive, Not Activated and Needs Attention. These states combine the channel, its connection and its capture or mailbox setup. A channel can need attention because authorization has expired, runtime access is unavailable, mailbox health is degraded or the Ticket policy has not been configured.

Inspect the linked connection and the channel-specific operational section before making changes. Connection replacement is restricted after mailbox activation or capture configuration exists. Preserve the identity of an existing workflow; do not replace it with an unrelated account to work around a warning.

With synchronized email, inspect mailbox health and the configured polling or notification mode. A manual synchronization can request a check without changing the provider mailbox's read/unread state. For social capture, confirm that the message is new and private; older history and group activity are outside that capture boundary.

Verify the destination and the outcome

A channel's saved settings are only one part of readiness. Check account-specific permissions, supported formats, activation state and actual deployment behavior. Provider catalog entries describe options, including incomplete integrations; they are not a promise that every displayed network supports publishing and support equally.

When troubleshooting, identify whether the failure occurred during connection authorization, channel activation, content validation or provider delivery. Keep a queued operation distinct from a delivered message, and review ambiguous sends before retrying. The publishing troubleshooting guide and ticket reply guide cover the two delivery workflows.