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Connect a source or channel
Connections make specific information or actions available. Channels bring customer conversations into Inbox. Each needs the correct account, permissions and a successful check.
Set up a connection
- Open Settings → Connections or the relevant channel page.
- Confirm the account belongs to the intended workspace and owner.
- Complete the connection flow and inspect the requested access.
- Check verification and the last successful refresh.
- Test the capability you intend to use with a known record or conversation.
For messaging, check that an inbound conversation appears. When an authorised reply is sent, inspect its retained provider result. Saving credentials alone does not confirm the full journey.
Connections in the core release
| Connection | Purpose | Limit |
|---|---|---|
| Gmail, Instagram and WhatsApp | Configured Inbox conversations and supported replies | Account sharing, provider windows and send permissions apply separately |
| Supported player sources | Player information and retained sporting history | Check source dates; broad provider sync is deferred and cached data is not a fresh read |
| Campaign email | Sender checks and explicitly activated staff tests | Separate from Inbox email; player campaign dispatch is not enabled |
Connection availability varies by workspace. Do not assume that a provider mentioned in earlier guides is included in this release.
Workspace availability
If a channel or business tool says it is not enabled for this workspace, ThirdSet must prepare that workspace's connection first. Workspace administrators can then connect their account and manage sharing. Being an administrator does not enable an integration by itself, and retrying does not change this setup state.
During pilot onboarding, ask the ThirdSet team to enable the required connection for the named workspace. Confirm which Instagram account, WhatsApp number or business-tool account belongs there. Accounts connected in another workspace are not connected automatically; moving an existing account requires a coordinated transfer that preserves its conversations and access.
Once setup is ready, return to the connection page and use Connect Instagram, Add number or the business tool's connect action. If the page reports a loading error instead, use Retry to check its latest status.
Sharing and ownership
Sharing an Inbox controls who can read it. Connection ownership, administration and permission to send are separate. A connected email account is not blanket permission for all agents to send. See Team access.
Reconnect and retry
Reconnect through the supported flow when credentials expire. Changed access can invalidate earlier approvals or drafts; inspect the new state before resuming.
If a send has an unknown outcome, inspect the retained attempt and provider record before trying again. Repeating an ambiguous send can duplicate a message.