Connect your customer channels

0:00Start here

Your agent has a job. Now let's look at where customers can reach it. In this video, we'll walk through channels, website embeds, and the checks to make before going live.

0:12Agent and social media

Open your agent, then choose Channels. Check the agent name first: these connections belong to this agent. We'll use the same Cedar Support demo, without connecting any real customer accounts.

For social media, select Add connection. Choose an available provider and give the connection a useful name. The account owner will need to authorize access and complete the provider's required permissions.

Start with draft replies so a teammate can review the agent's suggestions. Check public and private message settings separately. A connection form, or a coming soon label, is not proof that messages are flowing.

0:54Choose a website embed

For your website, open Web Widget. The Deploy section gives you the embed, and the integration guide explains the choices. Use the guide for your actual website framework rather than copying an unrelated example.

Choose the embed that fits your page. The standard option adds a floating chat launcher. In Page keeps the conversation inside a page section. Custom Button lets your own button open the chat.

1:22Before you deploy

Before deploying, allow only the exact website origins you intend to support. Don't copy the test workspace's wildcard into production. Use an agent scoped, browser publishable widget key, never an admin key or an identity signing secret.

1:41Match your brand

Under Messenger, open Appearance. Choose your colors, greeting, typography, and launcher placement. Add approved brand assets, then check the live preview. Save only the changes you want visitors to see.

1:55Email and messaging

For email, choose Add Email Channel. Give the mailbox a clear name, confirm the agent, and select the authentication method your organization uses. Your mailbox administrator should complete the required credentials and delivery settings.

Keep email replies in drafts for approval while you test. Check incoming delivery as well as outgoing replies. Sending one test email doesn't prove inbound forwarding is configured. These are separate checks.

Messaging channels also have their own setup requirements. In this recording, guided setup is marked coming soon, while advanced options are available. Check current availability before planning your rollout. We haven't authorized a messaging account.

2:43Test the full path

Before launch, use an approved test account. Confirm a message arrives, the correct agent handles it, the reply follows policy, and human escalation reaches the right team. Only then consider automatic replies.

2:59Next: knowledge bases

That's your channel setup checklist. Next, we'll give the agent reliable information with a knowledge base. Visit Tuolen dot com.