---
title: "Get to Know Your Communication Channels"
slug: "get-to-know-your-communication-channels"
description: "You can use different Channels while working with a Customer. For example, you can be on the phone and send them a confirmation number via SMS at the same time"
updated: 2026-02-27T07:22:51Z
published: 2026-02-27T07:22:51Z
canonical: "help.gladly.com/get-to-know-your-communication-channels"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Get to Know Your Communication Channels

With Gladly, you can use different Channels while working with a Customer. For example, you can be on the phone with a Customer and send them a confirmation number via SMS at the same time. You can even reply to a Customer's email while on the phone with another Customer. When working in Gladly, you are not restricted to using a single Channel to communicate with Customers.

Remember, you must manage your availability using the [Availability Controls](https://help.gladly.com/docs/set-your-channel-Availability-to-help-customers) to receive work from Customers from the Inboxes you (as an Agent) are assigned to.

## View your Channel list

The type of Communication Channels available for you to use to help Customers depends on the Channels your company has implemented to use in Gladly.

![Menu options for communication including call, chat, email, and social media messaging.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/channels list.png)

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/gladly-plus-icon-green.svg) to see a list of Channels available.
2. Select the Channel (if available) to communicate with the Customer.

## Channel option Availability

You must have the correct Customer Contact information to communicate with the Customer on a certain Channel. For example, you can only send an SMS if the customer’s contact details include a phone number marked as SMS.