Read the channel estate
Every channel, its kind, its health and its conversation count in one table. The fastest way to find a channel that has quietly died.
Nothing announces a channel that has stopped receiving. The queue simply gets calmer, which is indistinguishable from a slow week until somebody goes and looks.
The channel estate on Home is the thirty-second check that catches it: every channel, what kind it is, whether it is live, and how many conversations it is carrying.
Steps
Scan the health column first
Anything not showing Live needs attention today. "Not connected" is the whole explanation for a channel that has gone quiet.
Cross-check health against conversations
The combination is what tells the story. A channel showing Not connected but with conversations against it broke recently and has traffic waiting.
Look for zeros that should not be zeros
A channel showing Live with zero conversations may be genuinely quiet, or may be connected but unrouted, or connected to the wrong account. A zero on a channel you know customers use is worth ten minutes.
Check the kind column matches your expectation
Chat and Calling behave completely differently and have completely different settings. It is a quick sanity check that the estate is what you think it is.
Open anything suspicious
The connection card on the channel itself is where you diagnose. Refresh the status there rather than trusting what this page loaded with.
Make it a weekly habit
This table is the single highest-value thirty seconds available to a manager in this product.
Check it worked
For every channel showing zero conversations this week, send yourself a message on it. Either it works and the market is quiet, or you have just found a leak.
The parts people get wrong
- Enabled and connected are separate states. Something switched off after testing sits here looking healthy while accepting nothing.
- Only an admin can re-enter credentials. A manager can see health and toggle a channel but cannot fix an authentication failure.