The Channels screen
On the Channels screen you decide which channels your agent is reachable on: web chat, phone, WhatsApp, Instagram, LinkedIn and email. You find it under Agent, on the Channels tab.
What you see on the screen
You see all your channels listed. Each channel shows its status: live (the agent responds to new conversations), paused (your edits are saved, but the agent does not respond) or not connected yet.
Switching a channel on
Open the Channels screen
Go to Agent, then Channels.
Pick a channel
Click the row of the channel you want to use. This opens the detail settings.
Connect or activate
For web you do not need to connect anything. For phone you click Activate, and a number is requested for you. For WhatsApp, Instagram and LinkedIn you first connect an account.
Take the channel live
Click Activate channel. From that moment your agent answers incoming messages on this channel.
Pausing a channel
Want to put a channel on hold for a while? Open the channel and click Pause channel. Your settings are kept; the agent simply stops responding until you activate the channel again.
Settings per channel
Each channel has its own detail settings. For web you set the widget style, the display, the conversation starters, the greeting and the embed, for example. For phone you choose the number and the voice, the forwarding and the greeting. Click a channel to open those settings.
The web chat is on by default, so you can test your agent right away. You take the other channels live once you are ready.