Organization, workspace & channel basics
What is the difference between an organization and a workspace?
Example: Agency Pulse Digital (organization) has workspaces
Client A, Client B, Internal — each with separate WhatsApp numbers and inboxes. One invoice.
What is a channel?
A channel is one connected messaging account: one WhatsApp number, one Facebook Page (Messenger), or one Instagram business account. Channels belong to exactly one workspace.Can the same WhatsApp number be in two workspaces?
No. Each connection is scoped to the workspace where you completed setup. Connect again in another workspace only if Meta allows a separate integration (typically one production number per WABA context).Do channels share across my team?
Yes, within a workspace. All members with Chat access see threads from that workspace’s channels. Settings → Channels is usually for owners/admins.Navigation
Where do I see all my connected channels?
Settings → Workspace → Channels (/settings/workspace/channels)
Shows Connected Channels grid: icon, name, Channel ID, Manage button, and Browse Channels / Add Channel for more.
How do I add a new channel?
- Settings → Workspace → Channels
- Click Add Channel (or Browse Channels dashed card)
- Channel Catalog (
/settings/workspace/channels/catalog) - Pick WhatsApp, Messenger, or Instagram → Connect Channel
- Complete the setup wizard
- Analytics home → Connect new channel card → Channels list → Add Channel
- Onboarding wizard (first channel) — see First channel & inbox
How do I manage or reconnect an existing channel?
- Settings → Workspace → Channels
- Click the channel card (or Manage)
- Opens setup with your channel pre-selected, e.g.
/settings/workspace/channels/whatsapp/setup?channelId=123
Where is the Channel Catalog?
Settings → Workspace → Channels → Add ChannelURL:
/settings/workspace/channels/catalog
Shows: WhatsApp Business, Facebook Messenger, Instagram Direct, and Request New Channel (for future types like Telegram, SMS, email, web chat).
What channel types exist in the product today?
Self-serve connect: WhatsApp, Messenger, Instagram Listed for future / request: Telegram, SMS, Email, Web chat (catalog “Request New Channel” — submit via support)Where are workspace settings vs organization settings?
Mobile: Settings hub lists the same destinations.
Workspaces
Where do I manage workspaces?
Settings → Organization → Workspaces (/settings/organization/workspaces)
How do I switch workspace?
Method 1 (fast): Settings → click workspace name dropdown at top of Workspace section (visible when you have 2+ workspaces) → select another. Method 2: Workspaces page — note which has Current badge; switching happens via dropdown or after create/delete flows. Switching updates your session: Chat, Channels, Labels, and Analytics all reflect the new workspace.Who can create a workspace?
Organization owner only. After create, you are automatically switched into the new workspace. Button: Create Workspace on Workspaces page.How many workspaces can I have?
See Billing — pricing reference. Enforcement may evolve; Advanced is the plan marketed for multi-workspace.
Who can rename or delete a workspace?
Workspace owner (your role on that workspace row):- Edit — change name
- Delete (trash icon) — confirm in dialog
- Cannot delete your only workspace
- Deletion is permanent from active use (workspace marked inactive)
- If you delete the workspace you’re in, app switches you to another you belong to
What happens to channels when I create a new workspace?
Nothing carries over. New workspace starts empty — connect channels again from Channel Catalog.Where do I edit workspace name, address, email?
I have two workspaces but don’t see the switcher
The dropdown appears only when you belong to 2 or more workspaces. With one workspace, the sidebar shows the static label Workspace.Support only vs Support, sales & ads — which do I pick?
Path: first step of WhatsApp setup before Prepare.
Deep dive: WhatsApp guide.
Can I connect more than one WhatsApp number?
Yes. Each number is a separate channel card in Settings → Workspace → Channels. Run the WhatsApp setup wizard again from the catalog.Why don’t I see channel status on the Channels list?
The grid shows name and Channel ID only. Open Manage (?channelId=) to see Status, connected date, and reconnect options.
How do I disconnect a channel?
There is no Disconnect button in the dashboard UI. Use Manage → Connect to refresh tokens, revoke the app in Meta/Instagram, or contact support. Backend disconnect APIs exist for operators.“This WhatsApp number is already connected to another workspace”
The same Meta phone number ID cannot be active in two Vendschat workspaces. Disconnect it from the other workspace or choose a different number.What does Channel ID mean on the card?
Meta routing identifier — WhatsApp phone number ID, Messenger Page ID, or Instagram user ID — not always the human-readable phone number or @handle.Why can’t I type a free-form message in Chat?
WhatsApp’s 24-hour window: if the customer hasn’t messaged recently, you must use an approved template from Templates. The inbox indicates when this applies.Can multiple agents answer the same WhatsApp number?
Yes. Use assignments and labels for clarity.Where do I see WhatsApp delivery analytics?
Analytics → click your WhatsApp channel card → full dashboard (date range, exports). See Analytics docs.WhatsApp status is “pending” — how long?
Finish Meta embedded signup and Business Manager verification. If stuck >24h, reconnect via Manage or check Meta Business Suite for alerts.Messenger & Instagram
Do I need a Facebook Page for Instagram Direct?
Not for the current Instagram Business Login flow in Vendschat. You need a professional (business or creator) Instagram account with messaging authorization. Messenger does require a Facebook Page with messaging enabled.Instagram connect says popup blocked
Allow popups for the Vendschat site, then click Connect with Instagram again.Can I run broadcasts on Messenger or Instagram?
Broadcasts in Vendschat are WhatsApp campaigns. Messenger/Instagram are conversation-based in Chat.Why does Instagram show @username on the channel card?
Display name prefersdisplay_name, then @ig_username from connection metadata, then type label.
Permissions & roles
Who can connect channels?
Typically Owner or Admin with access to Settings → Workspace → Channels. Members usually have Chat only.Who can create/delete workspaces?
I’m a member and don’t see Channels in Settings
Expected if your role is Chat-only. Ask an owner or admin to connect channels or upgrade your role.Billing & limits
Are channels included in my plan?
Yes — WhatsApp, Messenger, and Instagram are included on paid plans. See Plans & usage.Do I pay per channel?
No separate per-channel fee. Contacts and seats are counted at organization level.Does each workspace need its own subscription?
No. One organization subscription covers all workspaces on that account (subject to plan features).Analytics & Co-Admin
Where does Analytics get channel list?
From the current workspace’s connected channels. Switch workspace if you’re looking at the wrong client.Which channel has the full analytics dashboard?
WhatsApp has the richest metrics today (delivery, read, response time, exports). Messenger/Instagram have channel cards; see Analytics FAQ.What can Co-Admin tell me about channels?
Co-Admin can use live tools (in the current workspace session):
Tell users to switch workspace first if they manage multiple brands.
Docs vs live data: Setup steps → product docs. “Are we connected?” → Co-Admin live tools.