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Connect the places your customers already message you, so your agent answers there instead of you. Your customers pick the channel, not you. One calls, one messages your Instagram at midnight, one replies to an email from March. Connect them and your agent answers on all of it, from the same Knowledge and the same apps. Open Channels
Looking for your booking tool or your point of sale? Those are apps, not channels. They live under Apps, and they’re the step before this one.

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Two kinds of channels

OursYour livechat widget run on Olanna. Simply set them up and customers can reach you there.
TheirsMessenger, WhatsApp, Instagram, Telegram and Gmail are third-party channels. Connecting grants Olanna access to your account, and each one grants it differently. We’ve added a guide for every channel to help you set-up.

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Connect a channel

  1. Find it in the list Start with wherever your customers already message you most. That’s the one that changes your day.
  2. Choose Connect You’ll sign in to that channel and approve what Olanna can see. Read its guide first if it asks for something you don’t recognise.
  3. Check it took A connected channel shows Connected instead of Connect. Connect what you use and leave the rest.

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What changes in your inbox

Once a channel is connected, its messages come to your Inbox. You stop opening that app to check.Your agent answers first, and the same person stays one customer across every channel they use. Someone who calls on Tuesday and messages you on Instagram in March is one history, not two.
Nothing changes for your customer. They message you where they always have, in the same thread, and it looks the same on their side.

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Can’t find your channel?

Tell us where your customers message you and we’ll look at connecting it. Some channels won’t let us, and we’ll tell you which. Until then your agent answers on what’s connected, and anything else stays where it is for you to pick up yourself.
Last modified on August 25, 2026