Channel Management and Configuration
As a user, the platform allows you to centrally manage all conversation entry points to ensure seamless service:
What actions and configurations can you perform?
Visibility and Control: View all available channels on the platform, identify the specific use of each one, and review their general configuration and organization within the account.
Operational Integration: Configure channel identification, define its actual use in daily operations, and establish its direct relationship with the service workflow (Pipeline).
Expansion: Add new channels according to business needs, establishing new connections and strategically separating them by brand or business unit.
Decision Making: When should you add a new channel?
To maintain an organized and scalable service architecture, we recommend enabling a new contact medium in the following scenarios:
A new communication medium or network for the customer is officially incorporated.
It is necessary to separate distinct operations so that message flows do not mix.
Your company works with multiple brands or business lines, and each requires an exclusive entry and service pathway.
There is an operational need to better organize routing and the general influx of conversations.
💡 Corporate Best Practices
To ensure a clean, secure communication infrastructure that is easy for the entire team to manage, always apply these guidelines:
Precise Naming Conventions: Use clear and standardized names for each channel so that any team member can immediately identify its function.
Purpose Documentation: Always document the objective and use of each created channel to maintain operational alignment.
Separated Environments: Be extremely rigorous in separating and identifying environments; avoid any possible confusion between channels intended for testing and those for real use (production).
Already have a channel connected and need to manage it? Check out Manage Channel. If you want to connect a new one, find the corresponding guide for your channel in the Channels collection.