Channels are group conversations you create for your team — organized around any topic, client, or workflow you choose. This article covers how to create a channel, manage its settings, and keep it organized.
Creating a Channel
Step 1: Start the flow
There are a few ways to kick off channel creation:
Click the + icon next to "Channels" in your sidebar
Go to Directory → Channels and click Create Channel (visible in the empty state or at the top when the list has channels)
Step 2: Name and visibility
Enter a channel name. Names must be unique across your workspace — you'll get an error if the name is already taken.
Choose a visibility:
Open channel — discoverable in the directory, anyone on your team can join
Private channel — invite-only, hidden from the directory for anyone who isn't a member
Channel limit: Your plan includes a maximum number of active channels. If you've hit the limit, you'll see a message like "Your plan includes up to [N] active channels. Archive an unused channel or upgrade to create another." Archiving a channel frees up the slot.
Step 3: Add people (optional)
You can add teammates and clients right away, or skip this step and manage members from the channel settings later. Open channels can also be found and joined from the directory — you don't have to add everyone manually.
Once you click Create channel, the channel is created and you'll be taken directly to it.
Channel Types: Open vs. Private
| Open Channel | Private Channel |
Visible in directory | Yes — to everyone | Only to current members and admins |
Who can join | Any team member, from the directory | Must be added by a current member; admins can force-join |
Default channels can be... | Open only | Not allowed |
Clients can discover it | No — clients can only be added by members | No |
Changing visibility
A channel manager or tenant admin can switch a channel between open and private at any time from Settings → Channel visibility.
You'll be shown a confirmation before the change takes effect that explains what will happen:
Switching to private:
Existing history and current members stay
The channel disappears from the standard directory view
New members must be added by existing members
Admins can still join
Switching to public:
Existing history and current members stay
Anyone on your team can now find and join from the directory
Clients can be added but cannot discover it on their own
Note: You cannot make a channel private while it is set as a Default channel. You must turn off the Default status first.
Channel Settings
Open Settings from the channel header or the sidebar row menu. Settings are split into tabs: Settings, Members, and Notifications (your own).
Channel Name
You can rename a channel if you are the channel manager or a tenant admin. Click Edit next to the channel name, type the new name, and press Enter or click Save.
Description
Add or edit a description (up to 180 characters) to help your team understand what the channel is for. Click Edit next to Description to make changes.
Default Channel
Default channels automatically add new team members when they join your workspace. Members can leave a default channel after being added.
Only tenant owners and admins can toggle this setting
The channel must be public to be a default channel
Newly created tenants get General and Random as default channels automatically
To make a channel a default channel, click Make default channel in settings. To remove default status, click Turn off default channel.
Download CSV Archive
Any active channel member can export the conversation history as a CSV. Click Download CSV archive in settings. The file downloads to your device.
Managing Members
Adding people
Any active channel member can add people — you don't have to be the channel manager. Click Add People from the Members tab in settings and search by name, email, or organization.
If you're adding clients to a channel that has no portal participants yet, you'll be shown a confirmation step first.
Heads up: Portal participants cannot be added to a channel while the Portal Messaging toggle is off for your workspace.
Removing people
Channel managers and tenant admins can remove any member. Go to Settings → Members, find the person, and choose Remove.
Assigning a Channel Manager
There is one channel manager per channel at a time. To transfer the role:
Go to Settings → Members
Find the person you want to make the manager
Click Assign as Channel Manager
Confirm the transfer
This removes the Channel Manager role from the current manager and gives it to the new person.
What happens if the channel manager leaves or is removed?
If the last channel manager leaves or is removed, the system automatically promotes a replacement. It prefers a Sydnee teammate first; if no teammates remain, it promotes another active member.
Leaving a Channel
To leave a channel:
Open the channel
Go to Settings
Scroll down and click Leave channel
Confirm in the dialog
Leaving removes you from the member list but doesn't delete the channel. If you're the last manager, the system will auto-promote a replacement before you're removed.
Deleting a Channel
Deleting a channel (shown as "Delete channel" in the UI) archives it — it removes the channel from the active sidebar and prevents new members from joining, but it doesn't permanently delete the conversation history.
Only channel managers and tenant admins can delete a channel
Archived channels can be reactivated
Archiving a channel frees up one slot toward your plan's channel limit
To delete:
Open the channel
Go to Settings
Scroll to the bottom and click Delete channel
Confirm in the dialog
After deleting, you'll be taken back to the main Live Chat view.