A channel is where customers message your business: Zalo OA, a Facebook Page, Instagram, TikTok, YouTube or the chat on your website. The AI assistant only answers customers on the channels you connected on the Channels screen.
Who can use this screen
- Only owners and managers see Channels in the menu.
- You must first turn on two-step verification for your own account. Until you do, the system says "Turn on two-step verification before continuing." How to turn it on: see Account security.
- To connect a channel you also need an admin account of that channel itself (OA admin, Page admin…).
Channel types
At the top of the screen there are two buttons:
- Connect Zalo OA: see Connect Zalo OA.
- Add another channel: opens the list of the other channels:
- Facebook and Instagram: see Connect Facebook and Instagram.
- TikTok and YouTube: see Connect TikTok and YouTube.
- Website chat: see Add chat to your website.
Each channel in the list shows its name, channel type, connection date and a status label.
Channel status
| Status | Means | What to do |
|---|---|---|
| Working | The channel runs normally. | Nothing. |
| Problem | COREBIZS could not renew its access to answer on the channel. Common after you change your Facebook password, or when the person who connected it is no longer a Page admin. | Press Reconnect. |
| Access withdrawn | The account owner removed COREBIZS's access (for example removed the COREBIZS app on Zalo or Facebook). | Press Reconnect and allow every permission asked. |
Under a Problem or Access withdrawn label there is always a short explanation.
While a channel has a problem, customer messages may not arrive and the assistant cannot send replies. Chat history is kept.
Channels you disconnected (status disconnected) no longer appear in the list.
Zalo OA only: if the channel card shows a warning that "its current package has no API", the assistant cannot answer on that OA yet. See Connect Zalo OA.
When a channel stops working
Each time a channel turns to Problem or Access withdrawn, the owner and every manager get:
- A notification in the Notifications bell: Demo Bakery has disconnected (with your channel's name). Tapping it opens the Channels screen.
- An email with a subject such as Your Zalo OA channel "Demo Bakery" is disconnected, with a link to the admin.
You are told once each time it stops. Alerts by Zalo or text message are not available yet.
Reconnect
The Reconnect button only appears when a channel shows Problem or Access withdrawn.
- Open the Channels screen.
- Find the channel with the problem and press Reconnect.
- Sign in with the channel's admin account (OA admin, Page admin, TikTok Business account, the Google account that manages the YouTube channel).
- Allow every permission asked, then confirm on the channel's page.
- You come back to the Channels screen. The channel is Working again.
Notes:
- Instagram reconnects through Facebook: Reconnect opens the Facebook sign-in; choose again the Page linked to that Instagram account.
- A connection link only works for 10 minutes. After that, press the button again to start over.
- Website chat never needs reconnecting.
- Still failing after reconnecting: message COREBIZS for help.
Disconnect
- Press Disconnect on the channel.
- A confirmation asks Disconnect Demo Bakery? (with your channel's name) and explains what happens.
- Press Disconnect to agree, or Cancel to stop.
After disconnecting:
- The AI assistant stops receiving and answering messages on this channel.
- Chat history is kept.
- The channel disappears from the list. To use it again, connect it as the first time.
- For website chat, disconnecting and creating it again gives a new embed code: you must paste it into your website again.
Channel limit by plan
Self-service plans limit how many channels can be connected at the same time:
| Plan | Channels |
|---|---|
| Free | 1 |
| Pro | 2 |
| Business | unlimited |
- Each Facebook Page, each Instagram account and each website chat counts as one channel.
- A channel showing Problem or Access withdrawn keeps its slot until you disconnect it. Reconnecting an existing channel is always allowed.
- When all slots are used, the Channels screen shows a notice with a See plans link. Connecting another channel says "Your plan has no channel slots left…".
- What to do: disconnect a channel you no longer use, or upgrade in Plan. See Plan and billing.
Managed plans (AI Starter, AI Business…) are not limited on this screen: the number of channels follows your contract with COREBIZS.