Channels
Connect your email and messaging accounts so every customer conversation lands in one shared inbox.
On this page
Channels bring the places your customers already write to into the Giov Inbox. Your team answers them all from one place, with the same customer context, assignment and handoff, and GiovBot can answer on them too. See GiovBot.
Manage them in Settings → Channels.
Channels and plans
| Channel | What you connect | Starter | Pro | Business | Advanced |
|---|---|---|---|---|---|
| Website | Your chat widget and mobile SDKs | Yes | Yes | Yes | Yes |
| A support mailbox, through IMAP and SMTP | — | Yes | Yes | Yes | |
| WhatsApp Business | Your business phone number | — | — | Yes | Yes |
| Messenger | Your Facebook Page's inbox | — | — | Yes | Yes |
| Direct messages to your professional account | — | — | Yes | Yes | |
| Telegram Business | Your Telegram Business account | — | — | Yes | Yes |
New workspaces start with a 7-day Pro trial, which includes email. A channel your plan doesn't include shows Not on your plan.
WhatsApp, Messenger, Instagram and Telegram are being enabled for workspaces gradually. If a channel shows Not available yet, contact us.
How connections work
- One account per channel, several mailboxes for email. Each workspace connects one business account per messaging channel, for example one WhatsApp number. Email can connect several mailboxes: 1 on Pro, 5 on Business and 10 on Advanced. See Email.
- Everything lands in the shared inbox. New customer messages arrive in Inbox next to your website chats.
- You authorize with the provider. For Meta channels you sign in with Meta directly. Giov never asks for your provider account password, and account credentials are kept on the server.
- Disconnecting stops new messages, not history. Giov stops receiving and sending through that account. Existing conversations and messages stay in your inbox.
- Changing plan keeps history. If your plan no longer includes a channel, its conversation history is preserved.
Connection status
| Status | Meaning |
|---|---|
| Connected | Messages are flowing. |
| Awaiting connection | Finish authorizing with the provider. |
| Needs attention | Something is wrong; open the channel to see what. |
| Reconnect required | The provider withdrew access. Select Reconnect account. |
| Not connected | No account yet. Select Set up channel. |
| Not on your plan | Choose a plan that includes this channel. |
| Not available yet | The channel isn't enabled for your workspace yet. |
Conversation history
Messenger and Instagram can bring in the Last 30 days of conversations instead of New activity only, when the account you authorized grants history access. Imported messages stay separate from live activity: they don't create unread counts or notifications, and GiovBot doesn't answer them. WhatsApp and Telegram bring in new activity only.
Connect a channel
Connect a support mailbox with its IMAP and SMTP details. See Email.
WhatsApp Business
- In Settings → Channels → WhatsApp Business, select Connect account.
- Meta's signup window opens. Sign in with a Meta account that administers the business portfolio owning your WhatsApp Business account and phone number.
- Choose the WhatsApp Business account and phone number to connect.
Reply within WhatsApp's customer-service window. After it closes, a teammate can send an approved template to reopen an existing conversation. GiovBot never sends templates or starts conversations.
Using the same number in the WhatsApp Business app and in Giov depends on the coexistence access Meta grants your account.
Messenger
- In Settings → Channels → Messenger, select Connect account.
- Sign in with a Meta account that can manage messaging for your Facebook Page, and authorize access to the Page.
- On Complete your connection, choose the Page and select Complete connection.
- In Settings → Channels → Instagram, select Connect account.
- Sign in to an Instagram Business or Creator account and allow access to its direct messages.
- On Complete your connection, choose the account and select Complete connection.
Giov handles direct messages only, and replies must stay within Instagram's permitted messaging window. Instagram doesn't accept documents as attachments.
Telegram Business
- In Settings → Channels → Telegram Business, select Connect account, then Open Telegram.
- Open the bot using that link and press Start to pair your Telegram account with the workspace.
- In the same Telegram account, open Settings → Chat Automation, add the official Giov bot, and allow it to read and reply to your selected chats. On Telegram Desktop, close the Chat Automation dialog to save. This connection does not require Telegram Premium or a bot token.
The connection link works once and expires; select Generate new link if it does. If you later revoke the bot's rights in Telegram, sending pauses until you reconnect.