Channels

The Channels settings page lets you configure how each communication channel is handled, including which AI agent responds to inbound messages on each channel.

Accessing Channels Settings

Go to Settings > Channels in the sidebar.

Channel Account Types

Each channel account shows:

• Display name — A friendly label for the channel
• From address — The email address or phone number
• Type badge — Email, SMS, or WhatsApp
• Intake AI — The AI agent assigned to handle inbound messages

Configuring the Intake AI

The Intake AI is the agent that handles the first response when a new lead contacts you through a channel. To configure it:

1. Find the channel account in the list.
2. Use the Intake AI dropdown to select an agent.
3. Click Save.

Options in the dropdown include:

• None (skip intake) — No AI handles inbound messages on this channel
• Any configured agent — Team agents, template agents, or your personal agent

When a new message arrives on a channel with an Intake AI assigned, the agent automatically:

• Creates a contact record if the sender is new
• Classifies the intent of the message
• Generates and sends (or queues) a response
• Routes the conversation to the appropriate rep

Adding Channel Accounts

Channel accounts are created through other parts of the application:

• Email: Go to Settings > Connected Accounts to connect OAuth mailboxes, add SMTP servers, or verify sending domains
• SMS: Connect a Twilio phone number in your channel settings
• WhatsApp: Set up WhatsApp through Twilio (see the Connect WhatsApp guide)

Default Channel Account

When an AI agent needs to send a message and multiple channel accounts exist for that channel type, ScendCore resolves which account to use in this priority order:

1. OAuth mailbox matching the sender profile
2. Any active OAuth mailbox
3. The channel account marked as default
4. Platform shared sender (Resend fallback)

Platform Shared Sender

If no other email channel account is configured, ScendCore falls back to the platform shared sender. This sends from a ScendCore-branded address (e.g., outreach@send.sprintmore.com). For a professional appearance, connect your own email account or verify your own sending domain.

Troubleshooting

Channel not appearing in the list

• Verify the channel account was created successfully in Connected Accounts.
• Check that the account is marked as active.

Intake AI not responding

• Ensure an agent is selected in the Intake AI dropdown and saved.
• Check the agent’s status — it should be Active, not Paused or Draft.
• Verify the channel account is active.

Messages routing to wrong agent

• Review the Intake AI assignment for each channel account.
• Check if the contact has a specific assigned agent that may override the intake agent.