Create a New Channel

Whenever a new chat is created, first, it will be checked by Channel’s Working Hours layer to decide if the chat follows the Working Hour, Non-working Hours or the Public Holiday flow.

Within Working Hours: Chat will follow the Working Hours flow

• System will display messages and check the next layer
• Chat Routing: Single Inbox / Multiple Inboxes / Programmable Flow, then it will be assigned to an agent based on their availability and assignment mode.

After Office Hours: Chat will follow the Non-Working Hours flow

• System will display messages and check the next layer
• Chat Routing: None / Single Inbox / Multiple Inboxes / Programmable Flow, then it will be assigned to an agent based on their availability and assignment mode.

Public Holidays: Chat will follow the Public Holiday flow

• System will display messages and check the next layer
• Chat Routing: None / Single Inbox / Multiple Inboxes / Programmable Flow, then it will be assigned to an agent based on their availability and assignment mode.

Working Hours

The user can set up the public holiday for the channel and add the custom holiday.

Configuration:

• Go to Phone System
• View by System
• Choose Omnichannel on the sidebar
• Choose Channel
• Click on Create
• A new popup window will appear
• Choose Type
• Input Channel Name
• Click Next
• System will navigate you to a new page
• Configure a Welcome message for blocked contacts
• Set your Chat Widget Appearance
  • Primary colour
  • Text colour
  • Font
• Turn the toggle on if you want to send chat transcript to your customers after the chats ends
  • For this, you need to set up your sender email in the Address page first.
• Select Public Holiday
• Select a Country from the dropdown list
• Enable Custom Holiday
• Select a custom holiday list that admin / owner created  in Manage Organization - Public Holiday tab

Note

• Public Holiday by country = None means the current channel has no public holiday.
• Channel does not follow the organization's default public holiday.
• Custom Holiday is not a recurring event. It will only be applied for the appointed date.
• Please note that these settings for custom holidays are not recurring. You will receive a reminder on December 24th of each year to review and update your custom public holiday configurations for the upcoming year, provided that at least one custom holiday is configured.

 

• Click Next

• Fill in the Title and Welcome Message for your Chat Widget
• Enable Require Customer Verification
  • Sign in with Microsoft
  • Sign in with Google
  • Sign in with Email (Require Email verification). For this you need to set up your sender email in the Address page first.
  • Sign in with Singpass

When the button text or the assigned inbox in the configuration section is highlighted with an error for Working/Non-Working Hours and Public Holiday chat flow, system will change the button text preview to Red colour.

 

Chat Routing

Chat Routing - None

• Selecting this option will not assign to any inbox and display the welcome message only. 
• “None” option only applies for Non-working hours  and Public holiday.
• Go to Chat Routing and select None

Chat Routing - Single Inbox

When the Customer presses Start Chat, the Conversation will be routed to 1 specific Inbox.

Configuration for Single Inbox - Live Chat

• On tab Chat Flow, choose Chat Routing: Single Inbox
• Choose an assigned inbox
• Click Next to configure chat flow  for Non-working Hours and Public Holiday
• Click Save.

Configuration for Single Inbox - WhatsApp

• Click on Create
• Choose Type: WhatsApp
• Choose WhatsApp number
• Input Channel name
• Click Next

• On tab Chat Flow, choose Chat Routing: Single Inbox
• Input Auto response message (Optional)
• Assign routing Inbox from the dropdown list
• Click Next to configure chat flow for Non-working Hours and Public Holiday
• Click Save.

Chat Routing - Multiple Inboxes

When the Customer presses Start Chat and selects an option,  the conversation will be routed to 1 specific Inbox.

Configuration for Multiple Inboxes - Live Chat

• Click on Create
• Choose Type: Live Chat
• Input Channel name
• Click Next

• On tab Chat Flow, choose Chat Routing: Multiple Inboxes (Allow up to 3 additional inboxes)
• Input Button text (maximum 20 characters can be added)
• Assign routing Inbox from the dropdown list
• Click Next to configure chat flow for Non-working Hours and Public Holiday
• Click Save.

Configuration for Multiple Inboxes - WhatsApp

• Click on Create
• Choose Type: WhatsApp
• Choose WhatsApp number
• Input Channel name
• Click Next

• On tab Chat Flow, choose Chat Routing: Multiple Inboxes (Allow up to 3 additional inboxes)
• Input Auto response message
• Input Button text (maximum 20 characters can be added)
• Assign routing Inbox from the dropdown list
• Click Next to configure chat flow for Non-working Hours and Public Holiday
• Click Save.

Chat Routing - Programmable Flow

When the Customer presses Start Chat, the Developer Flow configurations will handle the Conversation.

• Click on Create
• Choose Type: Live Chat
• Input Channel name
• Click Next

• On tab Chat Flow, choose Chat Routing: Programmable Flow
• Choose a programmable flow from the dropdown list
• Click Next to configure chat flow for Non-working Hours and Public Holiday
• Click Save.

Chat Routing - Programmable Flow - WhatsApp

• Click on Create
• Choose Type: WhatsApp
• Choose WhatsApp number
• Input Channel name
• Click Next

• On tab Chat Flow, choose Chat Routing: Programmable Flow
• Choose a programmable flow from the dropdown list
• Click Next to configure chat flow for Non-working Hours and Public Holiday
• Click Save.

Chat Routing - Support Ticket

Requirement:

• Organization must have a Support Center license
• Owners and Admins with Phone System permission having Phone System + Contact Center license can do configuration.

Configuration:

• Go to Phone System
• Select System view
• Select Omnichannel
• Select Form Template
• Click on Create button
• Input Template name
• Select Inbox/Inbox SLA type
• Add Question
• Input Question
• Select Type
• Click Publish