Why do you need multiple channels?
There can be several channels, and accounts in the same messenger can be connected to each of them. It’s convenient for targeting customers. For example:
A retail chain can assign the phone number X to the store at one address and the phone number Y can be assigned to the store at the second address;
Channels can be used to separate advertising sources: for example, in advertising of one kind you use channel X, in advertising of another kind - channel Y;
Companies working with large brands can sort customers by channel depending on the subject: channel X will serve customers who want to buy one brand of car, channel Y will be responsible for cars of another manufacturer.