The channel settings control how each selected channel behaves in Swat.io. Here you will find basic configurations such as internal name, token status and office hours, settings for the Inbox and default settings for the Publisher.

If you are on a Medium, Large or Custom plan you can find AI settings for each section here. Click the links below to navigate directly to the respective explanation:

In the General Settings you will find basic configuration options for the respective channel:

Here you can assign an internal name to the channel. This name is only displayed within Swat.io and has no effect on the channel name on the respective social media platform.

Shows the current connection status of the channel. Access tokens are required to establish the connection with the social media channel's interfaces. Via "Reset Token" you can reset this connection.

Here you can define during which hours automations should be active for this channel. Office hours apply exclusively to active automations.

The AI default settings apply across the entire channel and mark the foundation for all AI features in Swat.io Inbox (when enabled) and Publisher.

General Knowledge: Provide the AI with background information about your company. It will use it as context for replies and posts. Describe your target audience, industry, core product and tone of voice, as examples. The more context you add in that part, the more relevant and on-brand the AI suggestions will be.

Default Tonality: Select a default tone for this channel. This is used as the preset for AI in Inbox and Publisher, unless more specific instructions have been added.

In the Inbox settings of a channel, you control how incoming messages and comments are processed as tickets. The available options vary depending on the channel.

You define if and under which circumstances tickets are created for incoming messages or comments. You can also specify whether posts mentioning your page should generate a ticket. For direct messages, you can additionally control under which conditions a ticket is reopened — for example, only for new fan messages, for all messages within a conversation, or only when specific words or phrases are included.

In our Large and Custom packages, you can ensure that reopened tickets don't go unnoticed by automatically having them assigned to the last assigned person — every time a new comment reopens a ticket.

Here you set a threshold for unread comments per channel. Once this threshold is reached, Swat.io sends a notification. This feature also serves as a so-called sh*tstorm alert, helping you react quickly when there's a sudden spike in comments. You can find more details in the following Help Center article.

Here you control how the AI handles replies to comments in Swat.io Inbox. Use the "Enable AI reply suggestions" toggle to turn the automatic suggestions for this channel on or off.

AI reply instructions: Provide the AI with channel-specific instructions for replies. For example how it should respond to praise, complaints or escalations, which language it should use and what it should avoid. These instructions take priority over the AI default settings.

Emojis & Hashtags: Define whether AI reply suggestions for this channel should include emojis and/or hashtags by default. These settings can be adjusted manually at any time when composing a reply.

In the Publisher settings of a channel, you define the default behavior of new posts and structure your editorial workflow. You can configure settings for auto-publishing, matching imported posts and predefined post slots.

With the setting default “Auto-Publish” new posts will automatically be created with the “Auto-Publish” preset in Publisher. If this option is disabled, the “Remind Me” preset is used instead - meaning the post will not be published automatically per default. This setting can still be adjusted individually for each post at any time in Publisher.

The “Match Imported Posts” setting checks posts imported into Swat.io from your social media channels for text similarity with already scheduled posts in Publisher. This helps avoiding duplicates in your calendar - for example, when a post is published directly on a social media platform. Once a similarity is detected, the imported post will be merged with the scheduled one in Swat.io and therefore will not appear twice in Publisher.

With the default setting “Predefined Post Slots”, you can display placeholders in the calendar to better structure your weekly planning. This is especially helpful for recurring posts. With just a few clicks in Publisher, you can turn a placeholder into a scheduled post - specifying the exact day and time of publication.

In case a post slot is not used, it will automatically disappear from the Publisher once the scheduled time has passed.

Here you define how the AI creates and structures posts for this channel.

AI post instructions: Tell the AI how posts for this channel should be written and structured - for example, the tone of voice, paragraph length, whether to start with a hook or to end with a call to action. These instructions take priority over the AI default settings.

Language & Text length: Select the default language for AI posts and set the maximum text length (10–2,200 characters). Note that posts can be shorter, but they will not exceed this length, however. The maximum character limits of the respective social media platforms are always respected.

Emojis & Hashtags: Define whether AI posts for this channel should include emojis and/or hashtags by default. These settings can be adjusted manually at any time when creating a post.

Using the "Remove channel" button at the bottom of the channel settings, you can delete a channel from your workspace. Please note that this action cannot be undone.