---
title: "Digital Channel Configuration"
slug: "digital-engagement-channel-configuration"
tags: ["ai contact center", "Contact center admins", "dialpad call center", "Dialpad Digital Engagement", "digital contact center"]
updated: 2025-10-17T20:48:48Z
published: 2025-10-17T20:48:48Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Digital Channel Configuration

Engage customers on every channel and continuously up-level your customer experience by adding emerging channels as they become available.

Let's dive into the details below.

> [!NOTE]
> Who can use this
> 
> Contact Center Admins can manage all things [Digital Experience](https://www.dialpad.com/digital-customer-engagement/) from the Historical Administration Portal.

## Digital Engagement Historical Administration Portal

Update your channels, users, branding, and more from the **Historical Administration Portal**.

To access the Historical Administration Portal, go to your Dialpad **Admin Settings**.

1. Select **Channels & IVR**
2. Select **Historical administration**

![The Admin Settings view, showing the options under Channels & IVR.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Access Historical Admin.png)
3. A new tab will open, taking you to your Digital Experience Admin Portal

## Channel overview

The Channels section displays your live channels and their selected experiences. These channels allow you to receive contacts from different platforms, such as SMS or WhatsApp.

From the **Historical Administration Panel**, select **Admin,**then navigate to **Channels.**

![DE_Channels_Admin_Portal_1.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/10274473963803.png)

Dialpad currently integrates with the following channels:

- Facebook Messanger
- Facebook
- Instagram
- SMS
- WhatsApp
- Email

Read [this Help Center article](/v1/docs/digital-engagement-channels) to learn more about our supported channels and their capabilities.

## Add a channel

First, you need to ensure that you have the correct platform log-in information to authorize Digital Experience access to a new channel.

Some channels require the business to have login access to authorize the Dialpad app for their social/messaging site. In some instances, you may need to provide keys, tokens, or credentials to complete the linkage (they will ask for the appropriate information).

To add a channel, go to your **Historical Administration Panel**.

1. Select **Admin**
2. Navigate to **Channels**
3. Select **Add** ![DE_Add_a_Channel.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1760733973360.png)
4. Select the channel type
5. Follow the prompts (login or enter your credentials)

## Remove a channel

Communication methods are constantly changing. Fortunately, Dialpad makes it nice and easy to remove a channel when your business needs evolve.

To remove a channel, head to your **Historical Administration Panel**.

1. Select **Admin**
2. Navigate to **Channels**
3. Select the trash can icon beside the channel you'd like to remove*![DE_Delete_Channel.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/10274598867739.png)*

## Name change for agents in digital channels

When customers ask your chatbot for a live agent, you decide what name appears for that agent, regardless of which channel they’re using.

To change the name of the agent in a digital channel, go to your Dialpad **Admin Settings**.

1. Select **Channels & IVR** > **Historical administration**
2. From the Historical Administration Panel, select **Expert Mode**
3. Select **Admin** > **Platform Settings**
4. Select **Messages** > **Announce agent to Customer**
5. Locate the channel you want to edit and select the **Edit** icon
6. In the **Message** field, change the name format. For example, you can change **Connected to Agent {{agent.name}}** to **Connected to Agent {{agent.firstname}}**

This changes the agent’s name to only display their first name when they are connected to a customer in the web chat. You could also remove the variable and leave it as **Connected to Agent** or a general message.
7. Select **Save**

[Agent Name in Chatbot](https://app.vidgrid.com/embed/LFWrTR2pnzXH)

The new name now displays when the agent’s name is announced in the digital channel when a customer asks to speak with a live agent.