Channels
What channels are, which types exist, and how to manage them from the client portal.
A channel is a communication endpoint your customers use to reach your business — a phone number they can call, or a WhatsApp number they can message. Channels are the entry point to your Bookline agents: you connect a channel, assign an agent to it, and from that moment the agent answers everything that comes in through that channel.
You manage all your channels from one place:
https://app.bookline.ai/channels
Channel types
Section titled “Channel types”| Type | What it is | Typical use |
|---|---|---|
| Phone | A phone number provided by Bookline. Calls to this number are answered by your voice agent. | You buy a number through the portal and forward your existing line to it, or publish it directly as your contact number. |
| A WhatsApp Business API account connected to Bookline through 360dialog, Bookline’s official WhatsApp partner. | Customers message your WhatsApp number and the agent replies; the same channel sends reservation confirmations, reminders and campaigns. | |
| SIP Trunk | A number you already own, delivered to Bookline over a SIP trunk from your telephony provider. | Keep your current number and provider while a Bookline agent answers the calls. |
| PBX | An extension registered against your own PBX (switchboard). | The agent behaves as one more extension inside your existing phone system. |
Phone channels are the most common starting point. SIP Trunk and PBX channels are set up together with our team — if you want to connect an existing line without call forwarding, contact support and we will arrange it with your telephony provider.
The channels list
Section titled “The channels list”Each row in the list shows:
| Column | Meaning |
|---|---|
| Channel | The channel type (icon) and its number or identifier. |
| Status | The current state of the channel — see status definitions below. |
| Assigned | The agent that answers this channel. Click it to jump to the agent’s configuration. Channels can also be unassigned. |
From the top bar you can quick-search by number or name, filter the list, and add new channels.
Filtering
Section titled “Filtering”Click the filter icon to open the filter options, pick one or more Types or Statuses, and confirm — the list updates to show only matching channels. Use Clear filters to reset.
Channel statuses
Section titled “Channel statuses”| Status | Meaning |
|---|---|
| Online | The channel is active. Calls or messages are being handled. |
| Ready for onboarding | The channel is created but not yet connected. For WhatsApp channels this means the number is ready to be registered with Meta — open the channel and click Connect with 360 Dialog to finish the process. |
| In review | Meta (for WhatsApp) or our team is reviewing the channel. You will be notified when it is ready; no action is needed from you. |
| Offline | The channel is inactive. If a WhatsApp channel goes offline, open it and reconnect it to resume sending and receiving messages. |
Adding a channel
Section titled “Adding a channel”Click Add and choose the channel type:
- Phone — buy a new phone number for your venue. See Buying a phone number.
- WhatsApp — connect a number to the WhatsApp Business API. See Adding a WhatsApp number.
Getting help
Section titled “Getting help”At any point you can reach our support team through the blue chat bubble in the bottom-right corner of the portal. For WhatsApp onboarding you can also book a call with the team directly from the connection flow.