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Navigating the Channels interface

Navigating the Channels interface

Overview

In the Channels component interface, a Vonage Contact Center (VCC) admin user can view the available communication channels.

Each channel has two tabs:

  • Addresses/Numbers/Widget tab, where you can view the configured channel addresses. The name of this tab differs depending on the selected channel.

    • If there are no channel addresses available, a single button to create a channel address is available.

    • Otherwise, the configured channel addresses appear in a table with a search field. You can search by name, channel address, time period, or users.

  • Profiles tab, where you can view the configured channel profiles. It is the same for all channels.

    • The default and configured channel profiles appear in a table with a search field. You can search by channel profile name.

Channels.png

 

Channel name

Available tabs

Channel name

Available tabs

Email

  • Addresses.

  • Profiles.

SMS/Text messaging

  • Numbers.

  • Profiles.

  • Brands and campaigns (10DLC).

WhatsApp Business

  • Numbers.

  • Profiles.

Webchat

  • Widget.

  • Profiles.

API

  • Addresses.

  • Profiles.

Rich Communication Services (RCS) enabled

When RCS is enabled for your account, the SMS channel displays as Text messaging in the Channels UI. For more information, see Configuring Rich Communication Services (RCS) for SMS.

Channel addresses tabs

Addresses tab

The Addresses tab contains channel addresses configured for the email channel.

The table contains the following information:

Field

Description

Example value

Field

Description

Example value

Email address

The address used by a customer to contact the VCC account.

support@example.com

Name

The name of the channel.

Support

Service name

The service name for the report.

One of:

  • Destination name.

  • Interaction plan name.

  • Reporting group.

Destination name

Status

Indicates whether your VCC account is authenticated to use the email address.

One of:

  • Active. Your VCC account is authenticated to use the email address for sending and receiving interactions.

  • Expired. Your VCC account is not authenticated to use the email address. You must reauthenticate your VCC account to use it. For more information, see Reauthenticating your VCC account to use an email address.

Active

Signature

Indicates if a signature is automatically appended to emails sent by your agents.

Addresses that include a signature show

Added.

Added

Last modified

The date and time the address was last modified.

Dec 2, 2025, 01:33 PM

Modified by

The name of the user who modified the details.

JSmith

Info

Please note that the Status and Signature fields are currently unique to the email channel.

Numbers tab

The Numbers tab contains channel addresses configured for the SMS and/or WhatsApp Business channel. For more information, see Configuring WhatsApp for Agent Workspace.

The table contains the following information:

Field

Description

Example value

Field

Description

Example value

SMS/WhatsApp number

The telephone numbers used by a customer to contact the VCC account.

+44123456789

Name

The name of the channel.

SMS Support

Outbound

Provisioned feature

This feature may not be enabled for all accounts. Access depends on your current license level or specific account configuration.

Indicates whether the number is available for sending outbound messages

  • Yes: the number is available for outbound messaging.

  • No: the number is not available for outbound messaging.

Yes

Service name

The service name for the report.

One of:

  • Destination name.

  • Interaction plan name.

  • Reporting group.

Interaction plan name

Rich messaging

RCS must be enabled for your account

This field appears only if RCS is enabled for your account.

Indicates whether an RCS agent is mapped to this number.

  • indicates an RCS agent is mapped to the number.

  • A dash (—) indicates the number uses standard SMS only.

—

Last modified

The date and time the address was last modified.

Dec 4, 2025, 04:50 PM

Modified by

The name of the user who modified the details.

ADoe

Widget tab

The Widget tab contains channel addresses configured for the widget channel. For more information, see Configuring Webchat widgets for Agent Workspace.

The table contains the following information:

Field

Description

Example value

Field

Description

Example value

Name of webchat

This name will appear in the widget interface.

Support Webchat

Service name

The service name for the report.

One of:

  • Destination name

  • Interaction plan name

  • Reporting group.

Reporting group

Last modified

The date and time the address was last modified.

Dec 19, 2025, 05:55 PM

Modified by

The name of the user who modified the details.

LChen

Widget Id

The Id of the webchat widget.

c5aa8aa8-4e2d-4e8a-8d76-3d729d7274ae

API Addresses tab

The Addresses tab contains channel addresses configured for the API channel. For more information, see Configuring API destinations.

The table contains the following information:

Field

Description

Example value

Field

Description

Example value

Destination ID

The unique identifier for the API destination. Cannot be edited after creation.

api_support_emea

Name

The name of the channel.

API Support EMEA

Service name

The service name for the report:

  • Destination name.

  • Interaction plan name.

  • Reporting group.

Destination name

Last modified

The date and time the address was last modified.

Apr 10, 2026, 03:20 PM

Modified by

The name of the user who modified the details.

JSmith

Profiles tab

The Profiles tab contains one or more configured channel profiles. A default profile is available for every channel.

The table contains the following information:

Column

Description

Example value

Column

Description

Example value

Name

The name of the profile.

Support Webchat profile

Associated addresses

A list of addresses that use this profile. If associated addresses cannot all be listed, hover the list to see them.

Support Webchat

Last modified

The date and time the address was last modified.

Dec 19, 2025, 4:37 PM

Brands and campaigns (10DLC) tab (SMS only)

The Brands and campaigns (10DLC) tab allows you to manage the full 10DLC lifecycle directly within the VCC Admin portal.

Within this tab, you can perform the following actions:

Category

Actions

Brand & Identity

  • Register your brand and submit legal entity details (Tax ID and address) for carrier verification.

  • Request external vetting to unlock higher throughput and more campaign types.

  • Track brand status in real-time from Pending to Verified.

Campaigns & Compliance

  • Create campaigns and define messaging use cases like 2FA, notifications, or support.

  • Configure mandatory responses for Opt-in, Opt-out, and Help keywords.

  • Provide message samples that include brand names and opt-out instructions for carrier review.

  • Set message frequency and link to your Privacy Policy and Terms & Conditions.

Number Assignment

  • Associate U.S. and Canadian numbers with approved campaigns to enable outbound SMS.

  • Use checkboxes to assign multiple numbers to a campaign simultaneously.

  • Monitor if numbers are active, linked to other campaigns, or rejected.

Maintenance

  • Modify details based on carrier feedback to resolve "Updates Required" statuses.

  • Ensure the VCC portal and Vonage API Dashboard are synchronized for brand and campaign data.

For more information, see SMS 10DLC registration.

Support and documentation feedback

For general assistance, please contact Customer Support.

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