Support Channels
Configure and manage your communication channels in Interflow.
Overview
Interflow supports multiple communication channels, allowing you to centralize all customer support in a single platform.
Available Channels
📱 WhatsApp
| Integration | Description | Recommended for |
|---|---|---|
| WhatsApp Business API | Official Meta integration | High volume companies |
| WhatsApp WAHA | Via QR Code session | Small businesses |
📷 Instagram
| Integration | Description |
|---|---|
| Instagram Direct | Instagram direct messages |
💬 Facebook
| Integration | Description |
|---|---|
| Facebook Messenger | Facebook page messages |
📧 Email
| Integration | Description |
|---|---|
| Email IMAP/SMTP | Email server integration |
Channel Comparison
| Feature | WhatsApp API | WhatsApp WAHA | |||
|---|---|---|---|---|---|
| Text messages | ✅ | ✅ | ✅ | ✅ | ✅ |
| Images | ✅ | ✅ | ✅ | ✅ | ✅ |
| Videos | ✅ | ✅ | ✅ | ✅ | ✅ |
| Audio | ✅ | ✅ | ❌ | ✅ | ❌ |
| Documents | ✅ | ✅ | ❌ | ✅ | ✅ |
| Location | ✅ | ✅ | ❌ | ❌ | ❌ |
| Templates | ✅ | ❌ | ❌ | ❌ | ❌ |
| Groups | ❌ | ✅ | ❌ | ❌ | ❌ |
Adding a Channel
General Step by Step
- In the left sidebar, click on Channels
- Click on "Add channel"
- Select the desired channel type
- Follow the specific instructions for each type
- Test the connection
Channel Status
Each channel has status indicators:
| Status | Meaning |
|---|---|
| 🟢 Connected | Channel working normally |
| 🟡 Reconnecting | Trying to reestablish connection |
| 🔴 Disconnected | Channel offline, needs action |
On WhatsApp WAHA, the channel can stay connected (green) and show an amber badge if WhatsApp restricted new contacts. Existing chats keep working. Details: New-contact restriction.
If an already connected WAHA channel goes offline, the owner and admins get a push with the name and number. Details: Reconnection.
Audio transcription
Channels can automatically convert audio to text, with separate controls for customer, agent, and (on WAHA) groups.
Guide: Audio transcription
Team rotation
In the channel panel, enable Team rotation and build an ordered list (at least two teams).
- New contacts arriving via webhook get the next team in the queue
- The channel default team remains the fallback if the queue becomes invalid
- After the pick, the destination team's settings apply: if it has people rotation, a member is assigned or reserved; otherwise the chat stays pending for anyone to take
- Transfer and Leave attendance include an option to send the chat to the channel rotation instead of picking a team
The organization can decide whether agents may pick a team or can only send to rotation under Settings.
Changelog: v2026.9.9
Visibility when starting a conversation
Define who can use each channel when starting a new conversation with a customer (everyone, by role, specific users, or by team). Auxiliary channels are not included in that list.
Full guide: Restrict channels when starting a conversation
Next Steps
Choose the channel you want to configure: