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What is this?

Channels decides where this agent is allowed to work, and configures the finer points of how it communicates once it’s there. [SCREENSHOT: ai-agent-channels-tab — The Channels tab showing the channel selector pills]

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What can I do here?

  • Communication Channels — All Channels, or pick individually from WhatsApp, Facebook, Instagram, Web Chat.
  • AI Setting Source — which AI setting (provider and API key) powers this agent. If none are listed, add one first under Settings → AI Setting.
  • Allowed Response Modes — Text is always on; turn on Buttons and List to let it reply with tappable options.
  • Response Language — Auto (mirror whatever language the customer writes in) or Fixed (always reply in one language you choose).
  • Media Capabilities — turn on Image Understanding, Voice Input, Voice Output, and Video Understanding individually, for the media types this agent should be able to handle.

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How to use it

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Choose channels deliberately, not just “All”

If you’re running separate agents per job (a Sales agent and a Support agent, say), scope each one to the channels where that job actually happens rather than defaulting every agent to All Channels — it keeps multi-agent routing cleaner.

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Response Language: Auto is almost always right

Auto detects and mirrors the customer’s own language message by message — the right default for most businesses with customers writing in more than one language. Use Fixed only when you deliberately want every reply in one language regardless of what the customer writes.

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Turn on media capabilities only if you actually use them

Each one — Image, Voice Input, Voice Output, Video — is a separate switch. If your Knowledge and Capabilities don’t do anything useful with, say, an incoming photo, leave Image Understanding off rather than enabling every option by default.

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Troubleshooting / Technical Notes

  • The builder says there are no AI settings. Add and activate one under Settings → AI Setting first.
  • The agent doesn’t reply at all. Confirm this tab includes the channel the message came in on — this is one of the three checks in Behavior’s troubleshooting.
  • It replies in the wrong language. Check whether Response Language is set to Fixed — that overrides auto-detection on purpose.
Last modified on September 22, 2026