Connect a channel account
Connect customer messaging, then test inbound messages, AI replies, and agent takeover.
Scenario and success criteria
Example: A branch receives Instagram inquiries in Laney. Connect an organization-owned account. Send a unique phrase from a test customer. Confirm the correct customer, channel, and branch in the conversation. Test one routine question for AI and one exception that an agent must take over.
Review message receipt, first response time, agent takeovers, delivery failures, and customers linked incorrectly. A linked status is not the final check. Verify real two-way messages and the handling mode.
Before you start
- Select the organization or branch for the channel.
- Prepare provider administrator access and required business approval.
- Prepare a test account that is separate from real customers.
Add the channel account
Open Accounts, then select Add. Select the platform and account name. Enter the required provider identifiers. Only an authorized administrator can enter secret values.
Complete provider connection
On a sign-in or consent screen, select the required assets and messaging permissions. Return to Laney after completion, then check the connection status.
Test an incoming customer message
Send a unique phrase from the test customer. Find the new message in Conversations. Confirm the customer and channel account.
Verify the AI reply
Send a test question and confirm that the same channel receives the AI answer. For supported channels, also test one image or file.
Test agent takeover
Select Take over in the dashboard, then send an agent reply. After receipt, select Hand over and send another test question.
For Error status, check asset ownership, messaging permissions, and entered identifiers. Record the existing error before replacing an account. For Meta channels, also follow Connect Meta messaging.
Check the result
- The channel account has Connected status.
- The test message appears under the correct customer and conversation.
- AI and agent replies arrive in the same external conversation.
- Lists and unauthorized users do not display secret values.