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Web Channel

Use a web channel when the agent is ready to face real users outside Live Test.

This page focuses on the hosted Web flow. If you are publishing to LINE, use Line Channel. If you are publishing to Slack, use Slack Channel.

For Consultation Desk, the safest order is simple:

  1. publish the agent version
  2. create or update the channel
  3. publish the channel
  4. open the live URL and test one real conversation

Published agent version ready to be exposed through a channel

Step 1: Publish the agent version first

Open the target agent in Editor and click Publish.

This is what makes the agent behavior live. If you only create a channel, you may end up with a shareable URL that has no published agent behind it.

Step 2: Open Channels and create a new channel

Inside the workspace, open the Channels tab and click New Channel.

Create New Channel modal for a web channel

For a web experience, fill these fields carefully:

  • Name: the internal and visible name of the channel
  • Slug: the stable identifier used in the live URL
  • Type: choose Web Application for the hosted web client

Choose the slug carefully

Changing the slug later changes the live URL. Treat it as part of the public surface, not a temporary label.

Step 3: Review channel settings and publish the channel

After creation, review the channel detail page.

The main checkpoints are:

  • Overview: confirm the name, slug, status, URL, and live version
  • Configuration: set the channel title and other web experience details
  • OAuth: use this only when you intentionally need a branded login flow

Channel overview showing status, URL, and published version

If you changed channel settings that affect the live experience, publish the channel again.

Agent publish and channel publish solve different problems

Publish in Editor updates the live agent behavior. Publish in Channels updates the web surface and its settings. If you changed both, you need both publishes.

Step 4: Open the live URL and verify the experience

Once the channel is published, open the live URL and run at least one real conversation yourself.

Check these basics:

  • the page loads correctly
  • the right agent answers
  • the response style matches the current version
  • the feedback controls appear on agent messages

Published web client answering a real first question

Controlled rollout

For stakeholder-only pilots, keep access control centered in User Management.

  • Use whitelist when you want a fixed audience.
  • Use open access only when you intentionally want a broader door.
  • If you later add brand login or OAuth, treat that as a separate rollout decision.