> For the complete documentation index, see [llms.txt](https://docs.artific.nl/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.artific.nl/en/for-administrators/conversations/communication-channels.md).

# Communication channels

Connecting a mailbox to the platform. Found under **Inbox → Manage communication channels**.

Only administrators see this screen. If it is not in your Inbox, you do not have the rights for it.

## Before you start

Decide two things:

1. **Which mailbox.** A shared team mailbox, not a personal one. Every message arriving there will be drafted for.
2. **Which assistant.** The assistant bound to the channel writes every draft. Build and test it first.

You also need the cooperation of whoever owns the mailbox, because they have to grant access themselves. That may not be you.

## Connecting a channel

Choose **Add channel**.

### Step 1: Choose the provider

Pick the provider the mailbox belongs to. If the one you need is not selectable, contact support. Not every provider is self-service yet.

### Step 2: Configure and authorise

| Field                                       | What it does                                                                                                        |
| ------------------------------------------- | ------------------------------------------------------------------------------------------------------------------- |
| **Chatbot that should handle this channel** | The assistant that writes drafts for every message arriving here. This is the most important setting on the screen. |

The screen lists exactly what the platform is being granted:

* read incoming messages from this channel,
* send replies on behalf of this channel,
* manage the labels used to organise conversations.

Then choose one of two routes.

**Continue to the provider**: for when you own the mailbox. You are taken to the provider's own consent screen, sign in, approve, and are returned to the channel list with a result banner.

**Forward to channel owner**: for when someone else owns it. This generates a consent link and a pre-filled e-mail you can send them. They open the link, sign in with the mailbox account, and approve. The mailbox lands in your organisation.

{% hint style="warning" %}
The forwarded consent link expires after a short time. If the owner does not act promptly, generate a new one. Changing the assistant after generating a link also invalidates it.
{% endhint %}

The owner may see an extra confirmation screen from their provider during sign-in. If they cannot get past it, contact support before trying repeatedly.

## The channel list

| Column                    | What it shows                                  |
| ------------------------- | ---------------------------------------------- |
| **Communication channel** | The mailbox address.                           |
| **Provider**              | Which provider it belongs to.                  |
| **Status**                | **Active**, **Token revoked**, or **Unknown**. |

**Token revoked** means the platform's access has expired or been withdrawn, and messages are no longer arriving. Use **Reconnect** on the row to restore it.

### Row actions

| Action                 | What it does                                                                                                                |
| ---------------------- | --------------------------------------------------------------------------------------------------------------------------- |
| **Reconnect**          | Re-runs authorisation for a channel that has lost access. Also how you change which assistant handles it.                   |
| **Edit mail template** | Opens the branding template for this channel. See [Mail templates](/en/for-administrators/conversations/mail-templates.md). |
| **Disconnect**         | Removes the channel. Incoming messages stop arriving.                                                                       |

{% hint style="danger" %}
Disconnecting stops all incoming mail for that channel immediately. Existing conversations remain readable, but nothing new arrives and no replies can be sent.
{% endhint %}

## If a connection fails

The channel list shows a banner explaining what went wrong. The common cases:

| Message                            | What to do                                                         |
| ---------------------------------- | ------------------------------------------------------------------ |
| Permission was not granted         | The owner declined. Ask them to try again and approve.             |
| The session expired                | Start the connect flow again.                                      |
| The response could not be verified | Start again from the channel list rather than reusing an old link. |
| This channel is already connected  | It is already in your organisation. Check the list.                |
| Something went wrong on our side   | Try once more, then contact support.                               |

## After connecting

1. Set up the [mail template](/en/for-administrators/conversations/mail-templates.md) so replies look like they come from you.
2. Send a test message to the mailbox from an outside address.
3. Check that a conversation appears under **Open** with a draft.
4. Read the draft critically. It is a direct reflection of the assistant's instructions and knowledge. If it is wrong, fix the assistant, not the channel.