Connect a channel, muted

Now connect a real channel — but keep the agent muted at first. Let real questions arrive, learn from them, then flip it on.

From the top navigation, open Build:

Click "Build" from anywhere in the workbench.

Then connect your channel from the Build sidebar:

Channels lives under "Connect" in the Build sidebar.

Connect WhatsApp or Instagram, but leave it paused — customers can message in, but the agent stays silent while you watch.

Let real conversations happen

Watch what customers actually ask. Feed the interesting ones back into Persona, Business Details, or the FAQ — real questions are the best training material there is.

Go live

Once the answers look solid in Preview, unpause the channel. The agent starts responding for real.

Labels — tag conversations so nothing important gets lost in the inbox
Notifications — get pinged the moment a label you care about gets applied

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