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Channels

Channels control how your visitors can reach you through the widget. You decide which communication options are available, and your visitors see only the channels you have enabled.

Available Channels​

Knock Knock App supports three communication channels:

Live Chat​

Live Chat lets your visitors send and receive text messages in real time. When enabled, a Chat button appears on the widget. Visitors click it to open a conversation window where they can type their questions and get responses from your team or your AI agent.

Live Chat is the most commonly used channel and works well for quick questions, support requests, and lead capture.

Video Calls​

Video Calls let your visitors start a face-to-face conversation directly from the widget. When enabled, a Video button appears on the widget. Visitors click it to launch a video call with an available team member.

Video calls are especially effective for sales conversations, product demos, and building personal connections with potential customers.

Audio Calls​

Audio Calls let your visitors start a voice conversation without video. When enabled, an Audio button appears on the widget. Visitors click it to begin a voice-only call with your team.

Audio calls are great for visitors who prefer talking over typing but do not need the face-to-face element of video.

Enabling and Disabling Channels​

To manage your channels:

  1. Go to Settings > Widget > Channels
  2. You will see a toggle for each channel — Live Chat, Video Calls, and Audio Calls
  3. Turn each toggle on or off depending on what you want to offer
  4. Your changes are reflected in the widget immediately
tip

You do not have to enable all three channels. Many businesses start with just Live Chat and add Video or Audio later as their team grows and their workflow matures.

How Channels Appear in the Widget​

The channels you enable determine which buttons your visitors see on the widget. Here is how it works:

  • All three enabled — Visitors see three action buttons: Video, Audio, and Chat
  • Two enabled — Visitors see only the two buttons for the channels you turned on
  • One enabled — Visitors see a single action button for that channel
  • None enabled — The widget still appears but does not offer any communication options

The button layout adjusts automatically to fit the number of channels you have active. There is nothing extra you need to configure.

note

The widget style you selected in Styles and Appearance affects how the buttons are displayed. Larger styles like Ultimate and Smart show buttons prominently, while compact styles like Mini and Bubble reveal them after the visitor clicks.

Channel Availability and Your Plan​

Some channels may be available only on certain subscription plans. If a channel is not available on your current plan, it will appear as locked or grayed out in your settings.

To see which channels your plan includes:

  1. Check your current plan details under Settings > Billing
  2. Compare the features listed for each plan
  3. Upgrade if you need access to additional channels
warning

If you disable a channel while conversations are active on it, any ongoing conversations on that channel will not be interrupted — but new visitors will no longer be able to start conversations using that channel.

Best Practices​

  • Start simple — If you are just getting started, enable Live Chat first. It has the lowest barrier for visitors and is easy for your team to manage.
  • Match your team's strengths — Only enable Video or Audio calls if your team is comfortable handling real-time calls and has the necessary equipment (webcam, microphone).
  • Consider your visitors — Think about how your audience prefers to communicate. B2B visitors often appreciate video calls, while e-commerce shoppers may prefer quick chat.

Next Steps​

Now that your channels are set up, you can create Page Rules to customize the widget behavior on different pages of your website.