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Communication channels are the places where a worker can receive requests and collaborate with people. Channels turn a worker from a configured profile into something your team can actually talk to or route work into.

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What channels do

A channel defines how messages reach the worker. Depending on your workspace configuration, channels can include web chat, email-style inboxes, Slack, Microsoft Teams, or other connected app surfaces. Use channels when you want to:
  • Let users delegate work directly to the worker
  • Route inbound messages to a worker
  • Give the worker a persistent contact point
  • Connect the worker to the systems your team already uses

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How channels appear in the skill tree

In the skill tree, channels show the worker’s available communication paths. Published channels are shown as connected capabilities, so you can quickly see how the worker can be reached. A worker can have multiple channel instances, but the skill tree groups them by channel type so the view stays readable. Channels often depend on:
  • Inboxes in the sidebar for monitored email feeds
  • Applications for required integrations
  • Inbound Access Policy in Settings for who can contact the worker
  • Tool approval policy if channel work can trigger external actions
Connect only the channels that match the worker’s job. A focused worker is easier to govern and easier for users to understand.