Channels
Customers should not have to learn a new address, and you should not have to watch two inboxes. A channel is a way they already reach you. Messages from every channel land in the same inbox, and the assistant uses the same information and rules for both.
You turn them on under the group's Channels.
Chat on the website
Turn on the chat widget here when you want customers to write on the shop. The page shows what a developer needs to place it. Until that is on the site, nobody can open it, even if the channel looks ready. Placing it is in Install the web SDK.
Add the address customers already write to, such as support@yourshop.com. Cusu shows you where to forward incoming mail, and you verify the domain once. New mail becomes a conversation next to chat. You answer it the same way: the assistant first, then a person after the handoff. Replies go out from that same address.