We have rebranded "Message Channels" and are now calling it "Topics."
What are Topics?

Topics are like IVR for chat but more modern, fast, and personal. Topics connect customers to experts in your team. Topics also keep conversations specific to a topic (e.g billing) in one continuous thread.

Why the change?
  • Topics are more descriptive and true to what this capability can do for you and your customers.
  • Message channels was not self-explanatory and the name conflicted with our mobile, WhatsApp, Apple Business Chat, and Facebook Messenger messaging channels.

A few ways in which Topics can be used for your business,

* Topics can be created based on functions ー support, sales, product, or the type of queries ー pricing, feedback, offers.

* Topics connect customers to experts in your team. Categorize conversations into topics (E.g. Billing, Support, Sales, etc) and route them to the right groups — messages received on the Billing topic will be routed to billing experts in your team and messages on the Support Topic can be routed to your support specialists.

* Topics can be mapped to Custom Bots. A "Demo" topic can trigger a bot flow where a lead is qualified and a Google Calendar app books the meeting.

* Topics can be different for different webpages and types of visitors - identified users or new users. This can be achieved via tags.

*Topics are multilingual and can be translated into other languages.