Configure the workspace
Channels
Assign workflows, check readiness, and pause or activate organization channels.
Open this workspace pageRead the channel cards
Each card shows availability, state, configuration guidance, assigned workflows, and the count of ready phone numbers where relevant. “Not checked live” means configuration has been evaluated without confirming live carrier or relay health.
| State / Label | Meaning |
|---|---|
| Active | The channel’s configuration checks pass and it is not paused. An end-to-end test is still needed. |
| Paused | The organization has stopped new intake and conversation turns for that channel. Existing records remain available. |
| Not configured | Required workflow, rules, number, or carrier setup is missing. |
| Pilot integration | Additional authorized integration work and testing are required. |
| Coming soon | Provider delivery is upcoming; assigning a role does not create a live connector. |
Assign and prepare a workflow
- Find the intended channel.
- Use Assign a workflow to… to select an existing agent not already assigned.
- Choose Assign workflow. This adds the channel to that agent.
- Open the assigned workflow and review rules, connection readiness, and activation.
- For phone or SMS, configure the carrier and assign an active number supporting the channel.
- For website chat or API, have your implementation team configure the authenticated server-side integration. No patient widget is installed automatically.
- Return to the card and check the state and configuration guidance.
Pause or reactivate
- An owner or admin opens the relevant channel card.
- Choose Pause to stop new intake and conversation turns for this organization’s channel.
- Keep reviewing existing records and staff follow-up.
- When the prerequisites are ready, choose Activate if the channel is paused.
- If Activate is disabled, resolve the configuration requirements shown on the card, then revisit it.
- Test the incoming path after activation.