What are Message Channels?
Message Channels are topic-based conversation threads within the chat screen. It helps you set the right context and expectation with the users and route conversations based on topics to the right team member or support team (e.g. refunds, feedback).
You can pre-configure message channels for your business based on the most common customer queries.
Your visitors can start conversations from specific channels while you can launch contextual campaigns within a particular channel. A channel can be mapped to a group to automatically assign all conversations in that channel to that group.
How to use Tags to restrict Message Channels?
You can use tags, to configure message channels to be visible only on certain pages or only to certain types of users (e.g. premium users, free users). For example, Pricing and Billing can be a message channel and it can be configured to be visible only on the Product Plans page of your website. Or you could have an exclusive message channel for your premium customers.
You need to add the respective tags while creating the message channel.
For information on channel customisation using tags, refer the following link:
How to setup Message Channels?
You can create, view, edit and disable message channels.
By default, there is one message channel, Inbox, and it cannot be disabled.
Creating a New Channel
To create a new message channel,
Go to Settings.
Select Message Channels.
Click Add a Channel. A pop-up window appears.
Enter channel details like Channel Name, Welcome Message, Image.
Select a group to assign the Message Channel to from the Groups drop-down.
Under Advanced Settings, select the Response Expectation for the channel. If you choose Custom Response Expectation, enter the text to be displayed.
Select Public checkbox if you want to display the Message Channel on all your website pages.
- If you choose Default Response Expectation, the ‘Typically replies within…’ message will be displayed based on the response expectation settings that you have configured in Config (Account Settings>Response Expectations). If you choose Custom Response Expectation, you can configure a message specific to this channel. For example, you can say ‘Typically replies within 10 seconds’, or anything else you wish to display to the user.
- Custom response expectation will be displayed only within the specified Business Hour for that channel. During offline hours, the default response expectation settings from Config (Account Settings>Response expectations) will be displayed.
- If you select the Public checkbox, the message channel will be visible to all your visitors on all the pages of your website. If not, the message channel will be visible only when you filter by the tags which you have listed.
Enter Tags for the Message Channel.
By specifying tags, you can configure the message channels to be visible only on certain pages or only to certain levels of users (e.g. premium users, free users). For example, Pricing and Billing can be a message channel and it can be configured to be visible only on the Product Plans page of your website.
Select Hide for English Users checkbox if you want to hide the message channel for English speaking users.
To Enable/Disable a message channel, move the Status toggle.
- You cannot disable the default channel, but you can edit it.
- You cannot delete message channels, you can only disable it. Inactive message channels get automatically moved to the bottom of the list.
To reorder message channels, hover over the channel for the positioning control to appear on the left, hold and drag to sort the channels.
How to edit an existing Message Channel?
To edit message channels, hover over the Message Channel at the far right end, click the Edit icon.
Alternatively, click the channel name, the Edit Channel dialog box appears.