Workspace
Channels
A channel is one linked WhatsApp number, Telegram bot, Discord bot or LINE Official Account. Every message to any channel of a workspace lands in the same inbox, and replies go back through the channel the customer wrote to.
Supported channels
| Channel | How it links | Best for |
|---|---|---|
| QR code or phone-number pairing, as a linked device | Most customers in Indonesia and beyond | |
| Telegram | A bot token from @BotFather; optionally Telegram Business on your own account | Communities, support bots |
| Discord | A bot token; customers DM the bot from a shared server | Gaming and online communities |
| LINE | A LINE Official Account's channel secret and access token | Customers in Japan, Thailand, Taiwan |
Open Channels › WhatsApp (or Telegram, Discord, LINE) in the sidebar and press Add WhatsApp (Add Telegram, …).
Status
| Status | Meaning |
|---|---|
| Connected | Messages arrive and replies go out |
| Connecting | Starting or reconnecting with the saved session |
| Disconnected | Not running: press Reconnect, or Relink if the session ended on the phone |
| Failed | Couldn't connect: open Logs to see why |
While a channel isn't connected, the inbox keeps your replies and sends them once it's back.
Channel settings
Open a channel to see its type, status, Connected since, Added and its Channel ID (used by the API). Under Settings:
- Name: how your team recognises this number or bot in the inbox.
- Default handler: who answers new conversations on this channel: Team (people), a division (Team: Sales) or an AI agent (AI: Ayu). See Inbox › Who answers.
- AI reads attachments: what an AI agent may open when customers send files here: images, documents (PDF, text) and voice notes. Your plan and the platform settings apply too.
- Remove channel: unlinks the device or bot. Contacts and past conversations stay.
Customer files
Images, videos, audio, documents and stickers that customers send are saved as a copy in your workspace's storage, in /inbox/<channel type>/<channel name>/<type>/<month>. The copy is removed after 7 days at most, and the message keeps its details.
When a message has no copy, its card shows the file's name, why, and Retry:
| Card says | What happened | Retry |
|---|---|---|
| Storage is full | The file arrived when storage was full, so it wasn't saved | Saves it once there's room |
| Removed from storage | It passed the retention period or was cleared | Fetches it from the channel again, for another full period |
| No longer available | The channel no longer has it, or it was removed before this feature | Not offered |
| Another reason | The download failed, or the device was offline | Try again later |
Retry depends on the channel still having the file, and no channel promises how long that is. WhatsApp keeps it for a limited time, then only the sender's phone can send it again, while it's online and still has the file. LINE deletes files after a period it doesn't publish. Discord keeps it while the message exists. Retry stops working when you remove the channel, and after 90 days at the latest.
What an AI agent already read of a file (a document's text, a voice note's transcript) stays on the message after the copy is removed. Clear it by deleting the conversation.
Files your team attaches go to /sent/<channel type>/<channel name>/<month>, AI files to /ai/<month>, and plugin files to /plugin/<plugin>/<month>.
Set the retention period and clear files in Settings › Storage.
Plan limits
Each plan sets, per channel type, how many devices you may link, a daily message quota, which message types you may send and an API request quota. A channel over your plan's limit shows This channel is over your plan's limit: incoming messages are still kept, replies are paused until you upgrade or remove a channel. See Billing.
FAQ
Why did an old image turn into a placeholder?
Customer files are kept for 7 days at most. Use Retry on the message to fetch it from the channel again; it works while the channel still has the file.
What happens to a customer's file when my storage is full?
The message still arrives, but the file isn't saved. Free up space in Settings › Storage, then use Retry on the message.
Can I link several numbers to one workspace?
Yes, as many as your plan allows. Each number shows as its own channel, and all of them share one inbox.
What happens to conversations when I remove a channel?
They stay, with their contacts. You can still read them and add notes; replies are no longer possible on that channel.
Can one channel be answered by AI and another by people?
Yes. Each channel has its own Default handler.