> For the complete documentation index, see [llms.txt](https://learn.doubletick.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://learn.doubletick.io/doubletick-telephony-pstn/how-to-edit-your-pstn-channel-and-manage-agent-access.md).

# How to Edit Your PSTN Channel and Manage Agent Access

Once your PSTN channel is up and running, you may need to make changes to it over time, updating the display name, switching who receives incoming calls, or moving to a different WhatsApp channel. You might also run into a common access issue where a team member you've assigned still can't handle calls. This guide covers both: editing your PSTN channel's settings, and making sure your assigned agents actually have access.

***

#### <mark style="color:$primary;">**How to edit PSTN channel details**</mark>

You can update your PSTN channel's configuration at any time.

1. Go to **Settings**, then **Manage Channels**
2. Locate the PSTN channel you'd like to edit
3. Click the three-dot menu next to the channel, and select **Edit Channel Details**

From here, you can update:

* The **Display Name** of the channel
* The **Incoming Call Routing** (switch between Forward to Human and Forward to AI Agent)
* The assigned **Human Agent** or **AI Agent**, depending on your routing choice
* The **Linked WhatsApp Channel**, this is also where you'll swap out a placeholder WhatsApp channel for your real WhatsApp number, once it's ready

For example, if calls were previously routed to a human agent, you can switch them over to an AI Agent, assign a different agent, or link the number to a different WhatsApp channel, whenever you need to.

Once you've made your changes, click **Save**. The updated configuration applies immediately.

***

#### <mark style="color:$primary;">**Granting call access to your assigned agent**</mark>

**Common error:&#x20;**<mark style="color:$danger;">**`User does not have access to this PSTN channel`**</mark>

Selecting a team member in the call routing dropdown during setup doesn't automatically give them access to the PSTN channel. This is a separate step you need to complete before that agent can actually handle calls.

**How to fix it:**

1. Go to the PSTN channel, then click **Manage Assignees**
2. You'll see the agent listed without access
3. Select the agent and confirm to grant them access
4. Go back and edit the channel. You should now be able to select and assign that agent successfully
5. Click **Save**

***

#### <mark style="color:$primary;">**Frequently asked questions**</mark>

**Can I change the routing after the channel is already set up?**\
Yes. Go to Manage Channels, open the PSTN channel's Edit Channel Details, and update the routing at any time.

**Can one PSTN number be linked to more than one WhatsApp channel?**\
No. Each PSTN number is linked to a single WhatsApp channel at a time. You can change which channel it's linked to from the Edit Channel Details screen.

**Why can't my assigned agent handle calls even though I selected them during setup?**\
Selecting an agent in the routing dropdown doesn't automatically grant them access to the channel. You'll need to go to Manage Assignees and grant access separately, as described above.


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