Engage Digital | General channel settings

Last updated on October 26, 2021

Table of contents

General settings

  • Active: Lets you set the channel as active. This will allow the platform to import messages from this channel.
  • Hide the channel from statistics: Avoids displaying any metrics from this channel in Analytics.
  • Name: The channel name. It is recommended the name include the channel type — such as Facebook, Twitter, or Engage Messaging.
  • Community: The community to which the channel belongs. Set by default when there is only one community configured that can support the channel.
  • Icon color: The channel color. This helps you identify and group channels.
  • Business hours: The business hours that apply for this channel, if business hours are defined on the platform. Each channel can be assigned its own business hours profile.
  • Sender name: The variables that will display an agent’s name when messaging a customer using this channel. The tooltip in the user interface shows the variables you can use.

Message settings

  • Default categories: Categorizes all messages from this channel with default categories.
  • Default categories (agent messages): Categorizes all messages from agents for this channel with default categories.
  • Ignore contents older than: Automatically ignores new messages that are older than the time frame set. The delay is calculated in calendar days. This is set to 2 months by default.
  • Time for thread inclusion: Sets the aggregation interval for private messages. If left empty, each new message from the same client on the same source will result in the creation of a new thread.

Signatures

A signature is information that is automatically appended to each agent message. For example, you can add business hours, a URL, or the agent's name and role.
  • Language: The language of the signature.
  • Signature: The information itself. You can use variables in the signature to provide additional personalization within the signature.

Automatic Messages

Automatic messages are messages that the platform can send to customers waiting for a response. For example, ‘Thank you for continuing to hold, the next available agent will be with you shortly.’ You can create and use multiple automatic messages at the same time.
  • Language: The language of the automatic message.
  • Context: The type of the automatic message. There are two options:
    • First message: Automatically sends the message when the message is received by the platform.
    • Message out of office hours: Automatically sends the message when a message is imported after business hours.
  • Message: The automatic message itself. You can use variables to add personalized information to the message.
  • Enable answers to first messages: Enables replies to first message automatic messages.
  • Enable answers to messages outside business hours: Enables replies to out of office / after business hours automatic messages.
  • Time between two messages (First message): How long the system will wait before sending the automatic First message after receiving the customer's message. Keep the default value (0s) to disable this setting.
  • Time between two messages (Message out of office hours): How long the system will wait before sending the automatic Message out of office hours after sending the automatic First message. Keep the default value (0s) to disable this setting.

Language settings

  • Default content language: The default language for the channel. This will be used if the original message’s language cannot be determined or was not set by the customer.
  • Auto-detect content language: Check this box to enable automatic detection of the language of the customer’s message. In Routing mode, messages can be assigned to agents with that language skill. In the Inbox, folders can be created based on the support languages for your center. In the Inbox, folders can be created based on the support languages for your center.
  • Languages to detect: The languages that you want the system to detect when Auto-detect content language is enabled.

Routing settings

In Routing mode, interactions are tasks that are distributed directly to agents using the prioritization settings that you configure. See Routing strategies for more information.
  • Default priority for interactions: Lets you manually set the channel priority when routing messages to agents. Larger numbers correspond to higher priorities. For example, a channel with a priority value of 2 has higher priority than a channel with a priority value of 1.
  • SLA: The Service Level Agreement (SLA) is the target response time for the channel. To manage task priority, an SLA score is assigned and varies between 0 and 10.
    •  0: SLA when the message is imported to the platform.
    • 10: SLA when the service level goal is achieved.
  • SLA expired strategy: The threshold to reset a message's priority after the SLA is exceeded. Messages can be assigned one of the following priorities:
    • Capped at max (10): The message remains at full priority, and will be addressed in the order received unless other channels have greater priority.
    • Half Value (5): Resets the priority of the message to 5. Other messages that have higher priority can be addressed ahead of this message.
    • Back to base priority (0): Resets to the priority that existed when the message was imported. Other messages that have higher priority will be addressed ahead of this message.
  • Priority boost of messages with case: The priority increase for messages within a thread that have had a previous response and customer reply. This priority boost allows the message to be routed to an agent sooner than messages with lower priority.
  • Priority boost of transferred interactions: The priority increase for transferred messages. This priority boost allows transferred messages to be routed to a receiving agent sooner than messages with lower priority.
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