Why You May Need to Disconnect a Channel from Your Inbox

Your inbox in Thryv connects multiple communication channels — like email, Facebook, and others — so all your client conversations appear in one place. If you need to swap out a channel, free up a channel slot in your account, or stop receiving messages from a specific source, you can disconnect that channel at any time. Disconnecting a channel does not delete your client data or conversation history — your client information stays in your CRM, and the conversation history reappears if you reconnect the channel later.

How to Disconnect a Channel from Your Thryv Inbox

To disconnect a channel, click Leads in the left-hand navigation of your Thryv dashboard.

The screenshot below shows the left-hand navigation of the Thryv dashboard with the Leads option visible. Leads is located in the left-hand navigation panel and is the starting point for accessing your inbox and channel settings.

Once inside Leads, click the drop-down menu to the right of the plus icon at the top of the inbox, then click Manage Channels.

The screenshot below shows the drop-down menu open to the right of the plus icon at the top of the Leads inbox. The Manage Channels option appears in the drop-down menu and opens the list of all currently connected channels.

Inside Manage Channels, locate the channel you want to disconnect. Click the Delete icon on the right side of that channel's row.

The screenshot below shows the Manage Channels screen with a list of connected channels. Each channel row displays the channel name and a Delete icon on the right side of the row. The Delete icon is the action used to begin the disconnection process for that channel.

A confirmation screen will appear asking you to confirm the disconnection. Click Disconnect to confirm. Once disconnected, the channel will no longer appear in your list of connected channels and will stop sending and receiving messages through your Thryv inbox.

The screenshot below shows the confirmation screen that appears after clicking the Delete icon on a channel row. The screen displays a Disconnect button to confirm the disconnection and a cancel option to keep the channel connected.

Frequently Asked Questions

What does this article cover?

This article covers how to disconnect a channel from your Thryv inbox using the Manage Channels settings, and what happens to your conversations and client data after a channel is disconnected. This article does not cover how to connect a new channel to your inbox. For instructions on adding a channel, see [link to connecting a channel article].

What happens to conversations in a channel after it is disconnected?

After a channel is disconnected, the conversations from that channel will no longer be visible in your Thryv inbox. The conversation history may still be saved in the original channel platform if that platform was already storing it. If you reconnect the same channel later, the conversation history in your Thryv inbox will reappear.

What happens to client information from a disconnected channel?

Client information from conversations in a disconnected channel stays in your CRM. Disconnecting a channel does not delete contact records or client data. You will still have access to that client information, but you will no longer be able to send or receive messages through the disconnected channel.

If I disconnect a channel, can I connect a different channel in its place without exceeding my account limit?

Yes. Disconnecting a channel removes it from your count of connected channels. The freed slot is immediately available to connect a different channel without exceeding your account's channel limit.

If I reconnect a channel later, will the conversation history reappear?

Yes. Disconnecting a channel does not permanently delete conversation history in Thryv. If you reconnect the same channel, the prior conversation history for that channel will reappear in your inbox.

Who has permission to disconnect a channel?

Any staff member with access to the Leads inbox can disconnect a channel. There is no admin-only restriction on disconnecting channels — the Manage Channels option is available to all staff members who can access the Leads section of Thryv.