Understand customer channels
Learn how web chat, messaging accounts, notifications, and phone connect to customer conversations.
Channels are the places where customers contact Laney or receive organization notifications. Incoming messages connect to customers and conversations. AI or an agent can reply.
Business value
Channels let customers use familiar touchpoints while keeping one conversation record. An organization can use different channel accounts. Agents still work with the same customer context and handoff rules. Approval, consent, and sending hours protect the customer experience and provider policy.
| Operating goal | Channel role | Measure |
|---|---|---|
| Expand customer access | Connect web, messaging, and phone to one conversation flow. | New inquiries and first response time by channel |
| Unify the inbox | Connect channel messages with customers and conversations. | Duplicate customers, missed conversations, and channel changes |
| Govern sending quality | Check approvals, consent, and allowed hours. | Failed, delivered, read, and blocked sends |
| Focus agent work | Use AI replies and agent takeover in the same channel. | AI-handled conversations, takeovers, and resolution time |
Examples
Example: A domestic reservation notice. Receive a new inquiry in web chat. Send the confirmation through an approved AlimTalk template. Continue any customer reply in the same conversation. Review inquiries, delivery, and later reservation status.
Example: An international consultation. AI answers basic WhatsApp questions. An agent takes over for contract terms. A phone account supports customers who need a call. Compare first response, takeovers, and resolution time by channel.
Channel types
| Purpose | Supported touchpoints |
|---|---|
| Internal AI | AI chats for operators in the dashboard |
| Customer web | Public website chat and connected sign-in screens |
| Inbound messaging | LINE, WhatsApp, Messenger, Instagram, KakaoTalk, and WeChat |
| Notifications | LINE, WhatsApp, Messenger, AlimTalk, and Kakao brand messages |
| Voice | Phone accounts and a browser voice test screen |
Available channels depend on your plan, account readiness, and permissions. An external provider can also require approval or business verification.
Account status and security
A channel account has Connected, Disconnected, or Error status. Only users who manage connections can view external keys and secrets on the edit screen. Lists never display secret values.
Connected means that Laney stored the setup. External provider settings still control actual sending and receiving permissions. Test both directions with a test customer after connection.
Incoming messages and customer matching
Channels can receive text, images, and supported files into a conversation. External profile names and contact details can help match a customer. Check contact details to prevent duplicate customer records.
Select Take over when an agent needs to handle an AI conversation. Agent replies can also include supported images and files.
Sending policies
Some channels require customer consent, allowed sending hours, approved templates, or an active provider conversation. A connected account does not allow every message at every time. Before a campaign or bulk notice, check the channel policy and customer consent.