What is this?
Platform Channels is a platform-wide list of every channel your users have connected — WhatsApp numbers, Instagram accounts, Facebook Pages, Telegram bots, TikTok accounts, and Web Chat sites — with each channel’s connection details, status, and owner. For WhatsApp it also shows how the channel is billed and lets you retry a credit line that failed to attach. [SCREENSHOT: platform-channels-overview — The Platform Channels page on the WhatsApp tab, showing the status tiles, billing filter, and the channel table with Details, Status, and Billing columns]Platform Channels requires the
platform:view permission. Without it the page says “You do not have permission to view platform channels.”What can I do here?
- Switch between the channel types with the tabs: WhatsApp, Instagram, Facebook, Telegram, TikTok, and Webchat — each tab shows how many channels of that type exist
- Search channels to find a specific one
- Read the summary tiles for the selected type — Total channels, Active, and With issues; on the WhatsApp tab: Total channels, Active, Credit line, Attached, Pending, and Failed
- On the WhatsApp tab, filter by billing — All billing, Direct (pay Meta), or Credit Line (through wallet)
- See each channel’s name and owner, its connection Details, its Status and whether it is Active, and when it was Created
- Retry a WhatsApp credit line that failed to attach
- Refresh the list
How to use it
1
Open Platform Channels
Go to Platform → Channels in the sidebar. The WhatsApp tab opens first.
2
Pick a channel type and find a channel
Click a tab, then type in Search channels. Use the page controls at the bottom to move through the list or change how many rows show.
3
Read the details
Each row shows the channel name with its owner’s email, then the details that matter for that type:
The Status column shows the connection’s health (for example healthy, connected, pending, expired, or error) beside an Active or Inactive tag.
4
Check WhatsApp billing
On the WhatsApp tab the Billing column shows whether the channel is Direct (pay Meta) or Credit Line (through wallet), with its currency. For credit line channels it also shows the attachment state — Attached, Pending, Failed, Removed, or Not attached.
5
Retry a failed credit line
If a credit line channel shows Failed, the error message appears under it, with a Retry button. Click Retry. You’ll see “Credit line attached” when it works, or “Credit line attach failed” with the reason if it doesn’t.
Troubleshooting / Technical Notes
- “You do not have permission to view platform channels.” Ask an administrator for the
platform:viewpermission. - “No channels found.” No channels of this type are connected on your platform yet — try another tab, or clear the search.
- A channel shows “With issues” or an error status. Check its details: for Instagram and Facebook look at Token expires and Webhook subscribed; for Telegram, Webhook status and Webhook error; for TikTok, Last error. The user usually needs to reconnect the channel from their own Channels page.
- A credit line stays Pending or Failed after Retry. Read the error shown under the channel. Credit lines depend on the wallet and your WhatsApp credit line setup — see Wallet Settings and Platform Billing.
- The Retry button isn’t shown. Retry only appears for credit line channels that haven’t attached successfully.