Channels
Connect the WhatsApp, Instagram and Facebook accounts your customers message you on.
Channels is where your messaging accounts are connected. Everything else in RateUp — the Inbox, Commerce, Campaigns, Loyalty notifications — depends on at least one channel being live here.
Supported Channels
| Channel | What connects |
|---|---|
| A WhatsApp Business account and its phone numbers | |
| An Instagram professional account | |
| A Facebook page |
Each channel lists its connected accounts and pages, so you can see at a glance what is live.
Multiple Accounts
You can connect more than one account per channel — several WhatsApp numbers, for example, one per brand or region.
In the Inbox, each ticket shows which account the customer wrote to, so agents always know which identity they are replying as.
What Depends on a Channel
| Feature | Needs |
|---|---|
| Inbox | Any channel |
| Campaigns | |
| Commerce | WhatsApp + a catalog |
| Loyalty notifications | |
| Instagram automations |
Disconnecting a channel stops message delivery for everything built on it. Existing conversations stay readable, but nothing new arrives and nothing can be sent.
Troubleshooting
| Symptom | What to check |
|---|---|
| Messages stopped arriving | The channel's connection may have expired — reconnect it |
| "WhatsApp settings not found" elsewhere in RateUp | No WhatsApp account is connected |
| An Instagram account will not connect | It must be a professional account linked to a Facebook page |
| Replies fail on one number only | Check that specific account's status, not the channel as a whole |
Who Can See Which Channel
Every member of the organisation sees every channel unless you say otherwise. To restrict a group to one number or account, set Channel Access on their team.
Agents can then narrow their own view further with the Inbox's Channel filter — which never widens what their team is allowed to see.
Related Pages
- WhatsApp Settings
- Teams — per-team channel access
- Integrations