Create a New Channel
Discover the step-by-step process of creating a new channel, including tips on customization and optimization to help you reach a wider audience.
-
OSS/BSS Answers
Access Control Admin Audit B3Network Master Account Channel App Contract App Customer App Discount App Edge Server File Management Finance App Invoice App Number Management Payment Portal Settings Price List Product App Release V2 SMS Gateway Supplier App Support Center Support Hub Business Hub Sales Hub
- App Model - Organization Management
- App Model - Communication Apps Answers
- License Model - Organization Management
-
License Model - CPaaS Solution Answers
Phone System - Admin Guide Phone System - End-user Guide Mobile App Desktop App Web Phone Auto Attendant - Admin Guide Developer Hub - Admin Guide Microsoft Teams Operator Connect - Admin Guide Microsoft Teams Direct Routing - Admin Guide Contact Center - Supervisor Guide Contact Center - Agent Guide Omni-Channel SIP Trunk CPaaS - SIP Trunk Power SIP Trunk CPaaS Fax Contact Dashboard Campaign File Explorer
- Telcoflow
- Integrations Answers
- Updated Regulations
- Ideas Portal
Table of Contents
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
- 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.
- Click Next
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/direct/1721116734660/Public%20holiday.gif)
- 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
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/direct/1721117665744/Welcome%20message.gif)
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
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4227163/AGV_vUdtkjrWWXFlShBqoIt_rzaPQB0Uu7r0cUYuYsAwQCFNm4qaLHkfQtEnb6U3y41DYPHi_XHvc8C6NUut7c232e3gmy3h0cXmK9dkUJey1zhUmVomAh8Nch2jkqLrGdkSU7JktPovCeCF1ivtpxQgozhnCu7MAoPys2048keyaMmlFzPMl8PF5yn0idK59g20240716-78-qxhx61.png)
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.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4227187/AGV_vUeQn23GdBAdfPyRzAfh2ZD-L6G3K8I-muX-mG0-YM59173TijtaG6OozV2TJ4MKnyBM4GdUwnSAABq_z6uQdS6mwH4LvoL7YVve3rQhHog9XXr_WLpK6uKtFJTT0fC7e9wTNTwoLTO7ON9AeoJL_wHx2iXC1mc3s2048keyaMmlFzPMl8PF5yn0idK59g20240716-78-6z8dhs.png)
Configuration for Singel Inbox - WhatsApp
- Click on Create
- Choose Type: WhatsApp
- Choose WhatsApp number
- Input Channel name
- Click Next
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4227212/AGV_vUe-xyuAuMJxNal5JmbIl7JjSX5MAbSiRVP4Rsvvy8U01bXhscmts1Ok6bINbL0xMFwOOkIvLvod4stbHDUK12UiW-1Qu6ijhRDrEw5Jrz-IZODiPfTzlLElVcHPn_Pn0Q9pLzw3uw_2S3vghbB66-vXefueonhss2048keyaMmlFzPMl8PF5yn0idK59g20240716-113-9ai5kp.png)
- 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.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4227219/AGV_vUcpsMLS6KMopZTOkonKmLVbYnQV2SedOa3xQrpWlVgkwa4xlbHWCiakknnKdmMgblw8kEn7LRoavxY4Z-egubvX86gaS1pVPb8W3nvB1qnsYn5d6pJ3wGEabd3Scj8eb3kj8RGIZZ4qPKjYzIDF_gmTDKRyVxiQs2048keyaMmlFzPMl8PF5yn0idK59g20240716-78-r7qwqk.png)
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
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4227238/AGV_vUdhvJ9hW2KWyaFMEpAu8yaL-8vUcdL6XLJl80g1dM5NhrYqbAJlWn2p6TU9UypuQVx4PyjxvBQMsFuKEyJPnynEcy0Gc4P6iKV8awDCdILHDIfFv4kul-cKZ99P7eVbdL3yiBnAigJbZhihZDqReUuNHvcKfueKs2048keyaMmlFzPMl8PF5yn0idK59g20240716-78-ywkks5.png)
- On tab Chat Flow, choose Chat Routing: Multiple Inboxes (Allow up to 3 additional inboxes)
- Input Button text
- Assign routing Inbox from the dropdown list
- Click Next to configure chat flow for Non-working Hours and Public Holiday
- Click Save.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4227244/AGV_vUcWlmKPEkKG5rCbzn6k4_k8vTzlDGBe4KrnmuW4LFCGRJSGH6nldFf1bELr-wTYxi_Xl3Q7WBlav08mSLKbDjYYflE6Z0fpgaxlA0nZ_1doJhXXFDUr3XuXC6Hzrq-OQbMeSVVp0d1Xah5mSUpzEyN6pQMSX6Ms2048keyaMmlFzPMl8PF5yn0idK59g20240716-97-7qksfg.png)
Configuration for Multiple Inboxes - WhatsApp
- Click on Create
- Choose Type: WhatsApp
- Choose WhatsApp number
- Input Channel name
- Click Next
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4227267/AGV_vUe-xyuAuMJxNal5JmbIl7JjSX5MAbSiRVP4Rsvvy8U01bXhscmts1Ok6bINbL0xMFwOOkIvLvod4stbHDUK12UiW-1Qu6ijhRDrEw5Jrz-IZODiPfTzlLElVcHPn_Pn0Q9pLzw3uw_2S3vghbB66-vXefueonhss2048keyaMmlFzPMl8PF5yn0idK59g20240716-54-p7pzs3.png)
- On tab Chat Flow, choose Chat Routing: Multiple Inboxes (Allow up to 3 additional inboxes)
- Input Auto response message
- Input Button text
- Assign routing Inbox from the dropdown list
- Click Next to configure chat flow for Non-working Hours and Public Holiday
- Click Save.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4227274/AGV_vUfcaaDxetGLa8v_9Z1sTr8tl-O_16ExkKEsfhv7KsosFEIkK83xcm3NyviiFm9qzDStqaFtPmyS7E3nV6pmrMhN-jIE8pZQYmcUvOgyfey-ufZYCMcxI83SnKUQauetAaRUB6rP5iqAhn_VZPH5qRRQTfRB1NdTs2048keyaMmlFzPMl8PF5yn0idK59g20240716-65-p9ur5g.png)
Chat Routing - Programmable Flow
When the Customer presses Start Chat, the Developer Flow configurations will handle the Conversation.
Note:
Chat routing - Programmable Flow is applicable for Live Chat type only
- Click on Create
- Choose Type: Live Chat
- Input Channel name
- Click Next
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4227290/AGV_vUdhvJ9hW2KWyaFMEpAu8yaL-8vUcdL6XLJl80g1dM5NhrYqbAJlWn2p6TU9UypuQVx4PyjxvBQMsFuKEyJPnynEcy0Gc4P6iKV8awDCdILHDIfFv4kul-cKZ99P7eVbdL3yiBnAigJbZhihZDqReUuNHvcKfueKs2048keyaMmlFzPMl8PF5yn0idK59g20240716-102-zdyf8f.png)
- 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.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4227293/AGV_vUeZlD0RxzeWRnq8zwY3tvV_k0IA8ySOjBIKl4SR25wRkWb5sdciwt9g1P1jZonmTI6Y-BvsYZ5_tYVfy7Nl_evb79ggbEL-QofUpxuig7HeNdYDnpNlm6jERGazrZ2I4oWC2SLt-RKgfNVbz4HgQFD89XmkX6os2048keyaMmlFzPMl8PF5yn0idK59g20240716-90-14dm2s.png)