SupportAsk360 channels
Create, discover, test, enable, and disable the channels through which an Ask360 bot can receive or deliver supported work.
How this fits into Lead360Explore Ask360See how Pieces, memory, channels, playbooks, learning, and kits work together.- 01
How Lead360 helps
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Before you begin
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Complete the workflow
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Understand the key controls
How Lead360 helps
Channels connect an Ask360 bot with a supported conversation or collaboration surface. Lead360 keeps channel identity, bot assignment, status, and tests visible so teams can separate internal collaboration from customer communication and disable a route without deleting the bot.
When to use this workflow
Use Channels when a bot should be available in a supported internal or customer-facing surface, or when delivery and routing need investigation.
Before you begin
Start with the exact sub-account and the smallest set of permissions, records, and resources required for the task.
- Identify whether the channel is internal or customer-facing.
- Confirm the bot role, audience, disclosure, consent, routing, and escalation requirements.
- Make sure the bot has only the capabilities and memory needed in that channel.
Complete the workflow
Follow the steps in order and stop when a required resource, permission, review, or approval is missing.
- Open Ask360 Tools and select Channels.
- Discover available channels or create a supported channel.
- Choose the exact bot profile and channel configuration.
- Run the channel test and review the result.
- Enable the channel only after message routing, disclosure, escalation, and live effects are verified.
Understand the key controls
Channel status
A channel can be disabled without deleting its bot profile, memory, or playbooks. This supports controlled maintenance and incident response.
Audience boundaries
Internal Team Room behavior and customer-facing conversation behavior have different disclosure, privacy, and communication requirements.
Routing evidence
A successful bot response does not prove the channel reached the correct audience. Confirm the actual destination and conversation record.
Confirm the result
Do not rely on a success message alone. Confirm the saved state and any live effect in the product area that owns the final record.
- Send a controlled test through the real channel.
- Confirm the correct bot, sub-account, conversation, and reply path.
- Test escalation, failure, disabled, and out-of-hours behavior.
Troubleshooting
The test passes but live messages do not arrive
Check channel enablement, provider state, routing, audience eligibility, conversation assignment, and webhook or delivery errors.
The wrong bot responds
Review channel-to-profile assignment and remove stale or duplicate mappings before retesting.
Frequently asked questions
Can I disable a channel without deleting its bot?
Yes. Channel status is separate from the bot profile, which lets administrators pause a route while preserving the bot configuration and audit history.
Do all channels allow the same actions?
No. Available actions depend on channel type, user authority, bot capabilities, effect policies, connected resources, and customer communication requirements.
Continue with Lead360
Use this workflow in Lead360
Put this guide into practice with a 14-day free trial of Lead360 Pro early access, or continue learning through the related collection.