Create and manage open or private channels

Create a Live Chat channel, choose its visibility, join it, or remove it from active use.

A channel is a named group conversation. Use one for a project, topic, or workstream that needs its own place.

Custom channels are included with active Sydnee plans. Your plan sets how many channels can stay active.

Before you start

Live Chat must be on.
Your plan must include custom channels.
Any eligible team member can create a channel. You do not need to be a workspace admin.
Client contacts can join a channel only when Portal live chat access is on.

The channel opens after it is created. Its creator becomes the first Channel Manager.

An active channel name must be unique in the workspace. If Sydnee says the name is in use, choose another name.

What is the difference between open and private?

An open channel appears in the team channel directory. Eligible team members can join it on their own.

A private channel is invite-only for regular team members. Workspace owners and admins can find a private channel in the directory and join it after accepting a warning.

Clients cannot browse the channel directory. They see only channels where they are active members.

Join or leave a channel

To join an open channel:

Open Directory in Live Chat.
Select Channels.
Find the channel.
Select Join channel.

To leave from the team app, open the channel settings and select Leave channel. Leaving removes you from the member list. A default channel does not force you to stay.

A client can also leave a shared channel. The client:

Opens the channel in your portal.
Opens its Live Chat settings.
Opens Members.
Selects Leave this channel.
Confirms with Leave Channel.

Add the client again if they want to return.

A person cannot leave if they are the channel's last active member.

Change a channel

The Channel Manager and workspace owners or admins can change the name, description, and visibility.

Open the channel settings and use Settings. A default channel must stay public, so turn off default status before making it private.

Remove a channel from active use

The current product action is named Delete channel. It removes the channel from active navigation and marks it archived. It does not erase its stored message history.

Only the Channel Manager or a workspace owner or admin can use this action.

Deleting an unused channel also frees a place when the workspace has reached its active-channel limit.

Why can't I create or open a channel?

Create channel is missing: Check that the workspace plan is active and Live Chat is on.
Channel limit reached: Remove an unused channel or change plans.
A private channel is missing: Ask a member to add you. Owners and admins can join from the directory warning.
The channel has client contacts and portal access is off: Turn portal access back on or remove every client contact from the channel.
The channel was deleted: It is archived and no longer appears in active lists.