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Four things, and most confusion later comes from mixing up two of them.

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Workspace

Your company. It owns billing, your team, your contacts and your WhatsApp account. Everything is scoped to a workspace, and nothing crosses between two.

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Agent

One assistant, with its own knowledge, instructions, tools and channels. A workspace can have several — a sales agent and a support agent, say.
Agents do not share memory with each other. A customer who talks to your sales agent and your support agent is one contact in your inbox, but each agent only sees its own conversations. That is deliberate: two agents can be two brands, and one reading the other’s transcripts would be a surprise nobody asked for.

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Channel

Where a customer talks to the agent: the website widget, WhatsApp or Telegram. An agent has at most one of each. Shopify, WordPress and PrestaShop are not channels. They are doors onto the website widget — ways of getting it onto a page without editing theme code.

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Contact

A person. One contact can have several conversations across several channels, and the agent will remember what was said on the others.

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How two channels become one person

This is the part worth understanding, because the obvious version of it leaks data. A person is joined across channels only on evidence they did not give you: That last row is the whole design. A phone number is not a secret. If typing one into a chat were enough to link records, anybody could type your customer’s mobile and be handed their WhatsApp history. So: to have signed-in customers recognised, your server signs their id. Everything else stays separate, and a visitor who cannot be verified is treated as anonymous — which is the safe default, not a degraded one.
Telegram does not join. There is no phone number unless the user shares a contact card, and matching on display name would merge two different people called Priya into one memory. Telegram conversations are read once a customer is linked by other means; they never do the linking.

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What the agent remembers

Within a conversation, the recent history. Across conversations, a short digest of what the same customer said on their other channels — so somebody who asked on WhatsApp and then came to your website does not start again from nothing. That digest is deliberately small. It is capped at a handful of messages and never includes your team’s internal notes.