Connect and activate communication channels
Set up email, SMS, WhatsApp and Telegram in the "Communication" section — and what is self-service.
Last verified: 2026-07-20
In the "Communication" section you manage your channels: email, SMS, WhatsApp and Telegram. The web chat (your chat widget) is not a channel of this section — it is configured separately in the "Chatbot" section. Telephony is also not a self-service channel — it is activated and deactivated exclusively by Zentor.
Step by step
- Open the "Communication" sectionNavigate via the sidebar to the "Communication" section and select the "Channels" tab.
- Store channel credentialsFor email (SMTP host, port, username, password, from address) and SMS (Twilio account SID, auth token, sender number), enter your credentials. WhatsApp and Telegram are connected via their own integration access.
- Activate the channelTurn on the desired channel using the activate/deactivate toggle in the channel list.
- Check incoming messagesAll activated channels flow together into the same omnichannel inbox — you see messages from all channels in one place.
Expected result
Your configured channels are active and incoming messages appear in the shared inbox.
Common error cases
An activated WhatsApp or Telegram channel still does not send messages.
Cause: WhatsApp and Telegram can additionally be disabled via a server-side emergency/integration lock, independent of your tenant setting.
Resolution: Contact Zentor to check whether a server-side lock is active for this channel.
I cannot find a setting to activate telephony/SIP.
Cause: Telephony is intentionally not a self-service channel — activation/deactivation is reserved exclusively for Zentor, even though you as a tenant admin can enter the phone number/provider credentials yourself.
Resolution: Contact your Zentor contact to have telephony activated.
I want to activate web chat here but cannot find it in the channel list.
Cause: Web chat is not a channel of this section — it is provided via the chat widget in the "Chatbot" section.
Resolution: See the "Embed the chat widget on your website" article.