Message Channels are topic-based conversation threads within the chat screen that help you set the right context and expectation with the user, and also route conversations based on topics to different groups of agents.


The user can choose a particular channel and start a conversation. For example, on the Freshchat support, you can see that we have configured separate message channels for product queries, pricing, feedback, and support.



You can configure message channels for your business based on the topics around which most of your customers or users reach out to you.


Message channels allow you to set up an icon, message channel name (topic name), a welcome message (to set expectations on the conversation), and optionally map it to an agent group.


Multilingual message channels are message channels that will be visible in the browser language chosen by a user. Learn how you can set up multilingual message channels from here