> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vendschat.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Channels & workspaces — FAQ

> Extended Q&A for AI Workspace Co-Admin — navigation, permissions, connection issues, and how channels relate to billing and analytics.

Extended Q\&A for **AI Workspace Co-Admin** — navigation, permissions, connection issues, and how channels relate to billing and analytics.

Use this when customers ask *“where do I…?”*, *“why can’t I…?”*, or *“what’s the difference between…?”*

***

## Organization, workspace & channel basics

### What is the difference between an organization and a workspace?

|                   | **Organization**                        | **Workspace**                               |
| ----------------- | --------------------------------------- | ------------------------------------------- |
| **Purpose**       | Company account — billing, legal entity | Team’s daily operating environment          |
| **Settings path** | **Settings → Organization → …**         | **Settings → Workspace → …**                |
| **Billing**       | Yes — one subscription per org          | No — usage rolls up to org                  |
| **Channels**      | No — channels live in workspaces        | Yes — each workspace has its own channels   |
| **Chat inbox**    | No                                      | Yes — threads for that workspace’s channels |

**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?

1. **Settings → Workspace → Channels**
2. Click **Add Channel** (or **Browse Channels** dashed card)
3. **Channel Catalog** (`/settings/workspace/channels/catalog`)
4. Pick **WhatsApp**, **Messenger**, or **Instagram** → **Connect Channel**
5. Complete the setup wizard

**Other entry points:**

* **Analytics** home → **Connect new channel** card → Channels list → Add Channel
* Onboarding wizard (first channel) — see [First channel & inbox](/getting-started/first-channel-and-inbox)

### How do I manage or reconnect an existing channel?

1. **Settings → Workspace → Channels**
2. Click the channel card (or **Manage**)
3. Opens setup with your channel pre-selected, e.g.\
   `/settings/workspace/channels/whatsapp/setup?channelId=123`

Use **Connect** step to reconnect if status is **disconnected** or **error**.

### Where is the Channel Catalog?

**Settings → Workspace → Channels → Add Channel**\
URL: `/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?

| Section          | Path examples                                                                |
| ---------------- | ---------------------------------------------------------------------------- |
| **Organization** | Account Info, **Workspaces**, Billing & Usage                                |
| **Workspace**    | General Info, **Channels**, Labels, Team Members, Groups, API Keys, Webhooks |

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?

| Plan                 | Typical expectation                                       |
| -------------------- | --------------------------------------------------------- |
| **Starter / Growth** | One primary workspace for most teams                      |
| **Advanced**         | **Multiple workspaces** — agencies and multi-brand setups |

See [Billing — pricing reference](/billing/pricing-plans-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

**Rules:**

* 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?

| Action          | Path                                                           |
| --------------- | -------------------------------------------------------------- |
| Rename (owner)  | **Settings → Organization → Workspaces** → **Edit**            |
| Address & email | **Settings → Workspace → General Info** → **Save Information** |

### 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**.

***

## WhatsApp

### Support only vs Support, sales & ads — which do I pick?

|              | **Support only**        | **Support, sales & ads**                    |
| ------------ | ----------------------- | ------------------------------------------- |
| **Pick if**  | Inbox + templates only  | You run Click-to-WhatsApp ads               |
| **Includes** | Shared inbox, templates | Above + ad attribution & Meta sales signals |

Path: first step of **WhatsApp setup** before Prepare.\
Deep dive: [WhatsApp guide](/channels/whatsapp).

### 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](/analytics/channel-performance).

### 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 prefers `display_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?

| Action                  | Who                             |
| ----------------------- | ------------------------------- |
| Create workspace        | **Organization owner**          |
| Edit / delete workspace | **Workspace owner** on that row |
| Pay / upgrade plan      | **Organization owner**          |

### 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](/billing/plans-and-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](/analytics/analytics-faq).

### What can Co-Admin tell me about channels?

Co-Admin can use live tools (in the **current workspace** session):

| Question type                        | Tool                           |
| ------------------------------------ | ------------------------------ |
| “How many channels?” / thread counts | Workspace overview             |
| “List our WhatsApp numbers”          | List channels (filter by type) |
| “Delivery rate this week?”           | Channel analytics (WhatsApp)   |

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.

***

## Troubleshooting quick hits

| Symptom                     | First check                                                   |
| --------------------------- | ------------------------------------------------------------- |
| Empty **Chat**              | Customer sent inbound? Channel **active**? Correct workspace? |
| Channel missing after setup | Refresh Channels page; confirm workspace                      |
| “No active workspace”       | Reload app; open Settings from dashboard                      |
| Wrong inbox / wrong brand   | **Switch workspace** in Settings dropdown                     |
| Can’t delete workspace      | Must have **2+** workspaces; must be **workspace owner**      |
| Can’t create workspace      | Must be **organization owner**                                |
| Disconnected status         | **Manage** channel → reconnect OAuth                          |
| Request New Channel button  | Contact support — future channel types not self-serve yet     |

***

## Related docs

* [Channels overview](/channels/channels-overview)
* [Workspaces & channels overview](/channels/workspaces-and-channels-overview)
* [WhatsApp](/channels/whatsapp)
* [Messenger & Instagram](/channels/messenger-and-instagram)
* [First channel & inbox](/getting-started/first-channel-and-inbox)
* [Billing](/billing/plans-and-usage)
* [Analytics](/analytics/channel-performance)