> ## 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. # Workspaces & channels — overview > How organizations, workspaces, and channels fit together — and exactly where to connect WhatsApp, Messenger, and Instagram in Vendschat. How **organizations**, **workspaces**, and **channels** fit together — and exactly where to connect WhatsApp, Messenger, and Instagram in Vendschat. **Who this is for:** Owners setting up the account, admins connecting Meta channels, and anyone asking Co-Admin *“How do I add WhatsApp?”* or *“What’s a workspace?”* **Hub:** [Channels overview](/channels/channels-overview) — doc map and route reference. *** ## Quick reference | Concept | Plain language | | ------------------------- | ---------------------------------------------------------------------------------- | | **Organization** | Your company account — **billing**, legal entity, plan limits | | **Workspace** | A team’s **operating environment** — Chat, channels, labels, AI agents | | **Channel** | One connected messaging account (one WhatsApp number, one FB Page, one IG account) | | **Channels live in** | **One workspace** — not shared across workspaces | | **Switch workspace** | Settings sidebar dropdown (when you have 2+) | | **Add channel** | **Settings → Workspace → Channels → Add Channel** | | **Multiple workspaces** | **Advanced** plan (see [billing](/billing/plans-and-usage)) | | **Who connects channels** | Typically **Owner** or **Admin** with Settings access | *** ## Organization vs workspace vs channel ```text theme={null} Organization (Acme Corp) ├── Billing & plan (Starter / Growth / Advanced) ├── Organization settings │ ├── Account Info │ ├── Workspaces ← create / delete / list │ └── Billing & Usage │ └── Workspace A (Support) ├── Channels ← WhatsApp +1 555…, Messenger Page, Instagram @brand ├── Chat inbox (threads from those channels) ├── Labels, Team, AI Agents, Webhooks └── General Info (name, address, email) │ └── Workspace B (EU Brand) [Advanced plan] └── Separate channels, inbox, labels… ``` | Layer | What it controls | Settings path | | ---------------- | ------------------------------------------ | ----------------------------------- | | **Organization** | Subscription, invoices, workspace list | **Settings → Organization → …** | | **Workspace** | Channels, chat, labels, team for that unit | **Settings → Workspace → …** | | **Channel** | Single messaging connection | **Settings → Workspace → Channels** | **Critical rule:** When you **switch workspace**, everything scoped to that workspace changes — **Chat** threads, **Channels**, **Labels**, **Analytics** for that workspace’s accounts. Billing stays at the **organization** level. *** ## Example: Pulse Digital (agency) **Pulse Digital** runs three clients on **Advanced**: | Workspace | Channels | Team | | ------------------------ | ------------------------ | ---------- | | `Client — BloomBox` | WhatsApp + Instagram | 2 agents | | `Client — Metro Clinics` | WhatsApp only | 3 agents | | `Pulse Internal` | Messenger (company page) | Leadership | Each client’s messages **never mix** because channels and inboxes are **workspace-isolated**. Billing is one **organization** invoice. *** ## How to navigate settings ### Settings sidebar structure **Organization** (owners see billing + workspaces): | Menu item | Path | Purpose | | --------------- | --------------------------------------- | ------------------------------- | | Account Info | `/settings/organization/account-info` | Organization profile | | Workspaces | `/settings/organization/workspaces` | Create, edit, delete workspaces | | Billing & Usage | `/settings/organization/billing&usages` | Plan, usage, Stripe | **Workspace** (everyone with settings access): | Section | Menu item | Path | | ----------- | ------------------------------------------ | ------------------------------------ | | General | General Info | `/settings/workspace/general` | | Chat | **Channels** | `/settings/workspace/channels` | | Chat | Labels | `/settings/workspace/labels` | | Chat | Team Members | `/settings/workspace/team-members` | | Chat | Groups | `/settings/workspace/groups` | | Chat | Generate Reply | `/settings/workspace/generate-reply` | | Connections | API Keys, Integrations, Webhooks, REST API | `/settings/workspace/...` | Mobile: **Settings** hub lists the same destinations. ### Other entry points to channels | From | Action | | -------------------- | -------------------------------------------------------------------------------------- | | **Analytics** home | **Connect new channel** card → Channels catalog | | **Analytics** header | **Add channel** button | | **Templates** | Channel filter uses workspace channels | | **Onboarding** | First-channel wizard (see [getting started](/getting-started/first-channel-and-inbox)) | *** ## Workspaces — full guide ### Path **Settings → Organization → Workspaces** (`/settings/organization/workspaces`) ### What you see * **All Workspaces** list with name + organization name * **Current** badge on the workspace you’re in * **Create Workspace** (owners only) * Per workspace (if you’re **owner** of that workspace): **Edit** name, **Delete** ### Switch workspace (without opening Workspaces page) 1. Open **Settings** 2. At top of **Workspace** section, click the **workspace name dropdown** (appears when you have **2+** workspaces) 3. Select another workspace — app reloads session into that context Or: **Create workspace** link at bottom of dropdown → Workspaces page. ### Create a workspace **Who:** **Organization owner** only\ **Plan:** **Advanced** required for multiple workspaces (Starter/Growth typically operate on one primary workspace) **Steps:** 1. **Settings → Organization → Workspaces** 2. Click **Create Workspace** 3. Enter **name** → confirm 4. You are **switched into** the new workspace automatically 5. Connect **channels** fresh for this workspace — channels do **not** copy from other workspaces ### Edit workspace name **Who:** **Workspace owner** 1. **Settings → Organization → Workspaces** 2. Click **Edit** on the row 3. Save new name (slug updates in backend for URLs) ### Delete workspace **Who:** **Workspace owner**\ **Rules:** * Cannot delete your **only** workspace — you must have at least one * Deletion is **soft** (workspace marked inactive) — data retained per policy * If you delete the workspace you’re currently in, app switches to another workspace you belong to **Steps:** Workspaces list → trash icon → confirm in dialog. ### Workspace general info **Settings → Workspace → General Info** (`/settings/workspace/general`) | Field | Purpose | | -------------- | ------------------------------------------------- | | Workspace Name | Display name (also editable from Workspaces page) | | Address | Optional business address | | Email | Optional contact email | Click **Save Information** after edits. **Note:** Default **AI Agent** for new threads may be configured via workspace settings API (`default_ai_agent_id`) — assign in product when exposed in UI; Co-Admin can reference workspace AI agent counts via overview. ### Workspace membership & roles | Role | Workspaces | Channels | Billing | | ---------- | --------------------------------------- | --------------------------------------- | -------------------- | | **Owner** | Create, delete, edit; switch all joined | Connect, manage | Pay & upgrade | | **Admin** | Switch joined workspaces | Connect, manage (if page access) | View usage typically | | **Member** | Switch if invited | Usually **no** Settings — **Chat** only | No | Team invites are **per workspace** — **Settings → Workspace → Team Members**. *** ## Channels — full guide ### What is a channel? A **channel** is one linked messaging account: | Channel type | Identifier example | Customer sees | | ------------- | ------------------- | ---------------------- | | **WhatsApp** | E.164 phone number | Your business WhatsApp | | **Messenger** | Facebook Page ID | Messages to your Page | | **Instagram** | IG business account | Instagram Direct | Future types in system (`telegram`, `sms`, `email`, `web_chat`) may appear in catalog as **Request New Channel** — today self-serve connect is **WhatsApp, Messenger, Instagram**. ### Channel status | Status | Meaning | What to do | | ---------------- | ------------------------------------------------ | -------------------------------------------------- | | **pending** | Connection started; Meta verification incomplete | Finish setup wizard; check Meta Business Manager | | **active** | Messages flow into **Chat** | No action — monitor health | | **disconnected** | Token expired or user revoked access | **Manage** channel → reconnect | | **error** | Integration error | Reconnect; check Meta permissions; contact support | ### Channels list page **Path:** **Settings → Workspace → Channels** (`/settings/workspace/channels`) | UI element | Action | | --------------------------------- | ---------------------------------------------------------------------------------------------------------- | | **Connected Channels** grid | One card per active connection | | Card click / **Manage** | Opens setup for that channel (`?channelId=`) | | **Add Channel** | → Channel catalog | | **Browse Channels** (dashed card) | → Channel catalog | | Card shows | Icon, display name, **Channel ID:** identifier (Meta routing ID — phone number ID, Page ID, or IG user ID) | **Not on the list card:** connection **status** (`active`, `pending`, etc.) — open **Manage** to see status, connected date, and reconnect controls. **Multiple channels:** You can connect **more than one** WhatsApp number (or multiple Messenger/Instagram accounts) in the same workspace — each appears as its own card. **Display names:** * WhatsApp: `display_name` or type label * Instagram: `@username` from metadata when available * Messenger: Page name when available ### Channel catalog **Path:** `/settings/workspace/channels/catalog` | Card | Connect path | | ----------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **WhatsApp Business** | `/settings/workspace/channels/whatsapp/setup` | | **Facebook Messenger** | `/settings/workspace/channels/messenger/setup` | | **Instagram Direct** | `/settings/workspace/channels/instagram/setup` | | **Request New Channel** | Placeholder for future types (`telegram`, `sms`, `email`, `web_chat`) — **Submit Request** is not wired in the UI; contact **support** to request a channel type | Each card: description + **Connect Channel**. *** ## Connect flow summary (all channels) ### New connection 1. Ensure correct **workspace** selected (workspace switcher in **Settings**) 2. **Settings → Workspace → Channels → Add Channel** 3. Pick channel type in catalog 4. Complete **Prepare** checklist (permissions, Meta admin access) 5. **Connect** via Meta / Instagram OAuth 6. Wait for **active** status 7. Open **Chat** — customer message or send outbound where allowed ### Manage / reconnect existing 1. **Settings → Workspace → Channels** 2. Click channel card → **Manage** 3. Opens setup with `?channelId={id}` — skips use-case step for WhatsApp when managing 4. Re-run **Connect** if **disconnected** **Disconnect:** There is **no Disconnect button** in the dashboard today. Backend APIs exist (`POST …/channels/{id}/disconnect` per channel type). To stop using a channel, **reconnect** a replacement number, revoke access in Meta, or contact **support**. **Manage URL pattern:**\ `/settings/workspace/channels/{type}/setup?channelId=123` *** ## Channel-specific documentation | Channel | Deep-dive doc | | --------------------- | -------------------------------------------------------------------------------------------- | | WhatsApp Business | [WhatsApp](/channels/whatsapp) — use cases, embedded signup, templates, 24h window | | Messenger & Instagram | [Messenger & Instagram](/channels/messenger-and-instagram) — Page connect, IG Business login | *** ## How channels affect the rest of the product | Feature | Channel relationship | | -------------- | --------------------------------------------------------------------------------- | | **Chat** | Threads belong to a **channel** — filter inbox by channel type | | **Templates** | WhatsApp templates scoped to workspace (and channel) | | **Broadcasts** | Send via connected **WhatsApp** | | **Analytics** | Per **channel** card on Analytics home; full metrics **WhatsApp only** today | | **AI Agents** | Reply on threads from any connected channel | | **Webhooks** | Events include `channel_id` — workspace-wide | | **Contacts** | Unified per workspace; **contact identities** tie phone/IG/FB IDs across channels | ### One contact, multiple channels Vendschat links identities under one **contact** when possible. A customer who DMs on Instagram then messages on WhatsApp may share one timeline in **Chat** — agents see full context. *** ## Plan limits (channels & workspaces) | Plan | Workspaces | Channels | | ------------ | ----------------------------------- | ------------------------------------------------------ | | **Starter** | Typically **one** primary workspace | Unlimited channel connections (subject to Meta limits) | | **Growth** | Typically **one** | Same | | **Advanced** | **Multiple workspaces** | Same — each workspace has its own channel set | Exact enforcement may evolve — **Advanced** is required for agency/multi-brand separation. See [pricing reference](/billing/pricing-plans-reference). **Billing contacts** are counted at **organization** level, not per channel. *** ## Co-Admin & live data Co-Admin tools for channels/workspaces: | Tool | Use when customer asks… | | ------------------------ | ----------------------------------------------------- | | `get_workspace_overview` | “How many channels do we have?” “Any open threads?” | | `list_channels` | “List our WhatsApp numbers” “Is Instagram connected?” | | `get_channel_analytics` | “Delivery rate this week?” (WhatsApp) | Co-Admin reads the **current workspace** from the user’s session — tell users to **switch workspace** if they manage multiple. **Docs vs live data:** Connection steps → product docs. “Are we connected?” → Co-Admin tools. *** ## Backend channel API (reference) | Endpoint | Purpose | | --------------------------------------------------- | ------------------------------------------------------------------------------------------ | | `GET /settings/workspaces/{id}/channels` | Aggregate channel list (merged in UI with per-type lists) | | `GET …/channels/whatsapp` | List WhatsApp channels for workspace | | `POST …/channels/whatsapp/onboard` | Connect WhatsApp (requires `Idempotency-Key` header) | | `POST …/channels/{channel_id}/disconnect` | Disconnect WhatsApp | | `POST …/channels/{channel_id}/register` | Register phone with Meta Cloud API (PIN) — support/internal when Meta returns error 133010 | | `GET …/channels/messenger` | List Messenger channels | | `POST …/channels/messenger/onboard` | Connect Messenger Page | | `POST …/channels/messenger/{channel_id}/disconnect` | Disconnect Messenger | | `GET …/channels/instagram` | List Instagram channels | | `POST …/channels/instagram/onboard` | Connect Instagram (Business Login) | | `POST …/channels/instagram/{channel_id}/disconnect` | Disconnect Instagram | Onboard requests store tokens **server-side** (encrypted) — never returned to the browser. *** ## Troubleshooting | Problem | Check | | ---------------------------------- | -------------------------------------------------------------------------- | | Don’t see **Channels** in Settings | Role may be **Member** (chat-only) — ask owner | | Connected but no messages in Chat | Status must be **active**; customer must message first (or outbound rules) | | Wrong business number connected | Disconnect and reconnect correct WABA number in Meta flow | | Two workspaces, wrong inbox | **Switch workspace** in Settings dropdown | | Channel missing after create | Refresh Channels page; verify you’re in the workspace where you connected | | Instagram shows @ handle wrong | Reconnect; ensure **Professional/Business** account | *** ## First-time checklist * [ ] Correct **workspace** selected * [ ] At least one channel **Active** * [ ] Two **labels** created before campaign volume * [ ] Teammate invited (**Team Members**) * [ ] Test message appears in **Chat** * [ ] **Analytics** bookmarked (WhatsApp) See [First channel & inbox](/getting-started/first-channel-and-inbox). *** ## Related docs * [Channels overview](/channels/channels-overview) — hub and route map * [WhatsApp](/channels/whatsapp) * [Messenger & Instagram](/channels/messenger-and-instagram) * [Channels FAQ](/channels/channels-faq) * [Analytics](/analytics/channel-performance) * [Billing — multiple workspaces](/billing/pricing-plans-reference)