Channels Overview
Meta WhatsApp is the available external channel. Telegram appears only in a provider-label map and is not available as a configured channel.
A channel is another place where visitors can talk to the same SmartSite runtime. WhatsApp is the available external channel. An incoming WhatsApp text still uses the active assistant, shared knowledge, enabled tools, security checks, and local logging, but the message arrives and the reply leaves through Meta instead of the website widget.
Start with the smallest safe step: open channels and review the registered cards. Do not consider the task finished before you review the resulting whatsapp entry in chat history; this is where the configuration is tested in the context that truly consumes it.
What this feature does and when to use it
Section titled “What this feature does and when to use it”Use Channels to connect the same active assistant, knowledge, tools, security checks, and local logging to supported messaging platforms.
Use this feature in the following situations:
- You want to understand which external messaging platforms are actually available in this release.
- You need to distinguish saved credentials, an enabled channel, and a proven end-to-end connection.
- You are comparing a website conversation with a WhatsApp conversation in Analytics.
Where to find it
Section titled “Where to find it”Before you begin
Section titled “Before you begin”- SmartSite Assistant is installed and activated.
- You are signed in with an account that can manage WordPress options.
Set it up step by step
Section titled “Set it up step by step”- Open Channels and review the registered cards.
- Confirm WhatsApp reports Not configured, Inactive, or Connected.
- Expand Configure to see the webhook URL and credential fields.
- Complete and test the integration before enabling it.
- Send a text message from a controlled Meta test number.
- Review the resulting WhatsApp entry in Chat History.
Fields, controls, and important values
Section titled “Fields, controls, and important values”Channels change where a conversation happens, not which knowledge the assistant knows. A WhatsApp message still reaches the active assistant, shared knowledge, enabled tools, and security checks. The states below tell you whether the transport is configured and testable; they do not prove that the assistant’s content is accurate or that Meta will deliver every event.
| Field, control, or status | What SmartSite Assistant does with it | How to use it and why it matters |
|---|---|---|
| Not configured | Required connection values are absent. | “Not configured” helps locate where the workflow currently stands. Resolve pending or failed items before relying on them, then verify the outcome in a new conversation because earlier context can hide whether fresh content is being used. |
| Inactive | Core credentials are stored but the Enable toggle is off. | Credentials may already be saved, but the channel switch prevents normal WhatsApp handling. This is useful while finishing setup; it has no effect on website answers and does not prove that the saved Meta values are correct. |
| Connected | Enabled with Phone Number ID, Access Token, and App Secret present; this badge is configuration state, not proof that Meta webhook delivery works. | The badge means the required configuration fields are present while the channel is enabled. It is a readiness hint rather than an end-to-end result—send a synthetic WhatsApp message before trusting webhook delivery or reply handling. |
| Webhook URL | Public WordPress REST route for the channel. | “Webhook URL” belongs to the boundary between WordPress and another service. Verify it against a sandbox receiver first, then confirm the business result separately from the HTTP status so the AI is not given misleading success data. |
| Test Connection | Retrieves WhatsApp phone details using the configured token and Phone Number ID. | Enter “Test Connection” exactly as its source system provides it. This reference points the workflow at a particular resource; it does not improve AI reasoning, and the wrong value can quietly target the wrong account or stored record. |
How to confirm it is working
Section titled “How to confirm it is working”Use a separate test session to confirm Channels Overview. This keeps existing login, browser storage, and response history from hiding the change, and it shows whether the result reaches the complete workflow rather than stopping at WordPress storage.
Practical example
Section titled “Practical example”A support team can receive the same knowledge-grounded assistant through the website and a verified WhatsApp number.
Recommended practice
Section titled “Recommended practice”- Change one part of Channels Overview at a time and keep a short record of the previous value and test result.
- Verify the saved result in the screen, visitor session, or connected service that actually consumes the setting.
Important warnings
Section titled “Important warnings”Common problems and focused checks
Section titled “Common problems and focused checks”| Problem | What to check and what to do next |
|---|---|
| Channels Overview is missing or does not match this guide. | Confirm the plugin is active and the account can manage WordPress options. Test Meta connection, webhook verification, signed delivery, and the shared AI pipeline as separate stages. |
| A change on Channels Overview does not produce the expected result. | Keep the exact notice and test case, then review the browser console and WordPress/PHP log. Test Meta connection, webhook verification, signed delivery, and the shared AI pipeline as separate stages. |
Screen reference
Section titled “Screen reference”- Capture
- Show the Channels screen with the WhatsApp card collapsed and a Connected or Inactive badge; keep all credentials hidden.
- Show
- Meta Integrations heading, WhatsApp card, status badge, enable toggle, Configure, webhook URL
- Viewport
- Desktop, 1440 × 900
- Annotate
- Use numbered callouts only for controls referenced in the procedure.
- Redact
- OpenAI keys, tokens, secrets, personal information, private URLs, IP addresses, and conversation text