Multi-channel Settings
Manage your ongoing conversations in one place, even if you're engaged in multiple channels.Multi-channel settings require the following conditions. Functions will be not available if the app is not updated.
iOS App v8.21.0 or higher
Android App v8.14.0 or higher
If you're managing more than two channels, you can use our multi-channel settings. You can easily monitor the number of active calls and chats open in each channel.
Click on the icon on the lower left hand corner [Channel List] - [Multi-Channels]
A [Multi-Channels] screen will open, allowing you to change your settings.
Click on [Preference] - [Account]
A screen will pop-up when you click [Settings] next to “Use Multi-Channels”
You can easily view all active chats and calls throughout all of your channels at once. By simply clicking on the numbers, you will be able to see how many active chats or calls are happening in each channel.
If you set a notification setting for all channels, it will override any individual channel-specific notification settings.
Any notification settings you make within the [Multi-Channel] view will be applied to all channels at once, overriding any notification settings specific to individual channels. For example, you can set all of your channels in do not disturb mode at once.
Managers that have the [Multi-Channel] settings activated will have a green icon labelled [Multi-channels ON] displayed in their settings and will not be able to change the settings for each channel.
You can easily view all notification badges for each participating channel at once. Plus, you can adjust notification and inbox settings for each channel individually.
The list starts with channels that have an operator seat enabled. Clicking on a channel name will take you directly to that channel’s user chat screen.
You can adjust chat notification settings by clicking on the 3-dots next to the “Do not disturb” icon.
User Chat Notification
All: Receive notifications for all chats where you are the assignee, follower, or a member of a team.
Important only: Receive push, badge, and sound notifications for user chats where you are the assignee. For chats where you are a follower, a small red notification dot will appear on the app icon, and and push notifications will not be sent.
Do not notify: You will see a small red notification dot for chats where you are the assignee, but no other notifications will be displayed.
You can directly set response settings and the maximum automatic assignment chats for channel profiles in the [Multi-Channel] response window.
If you are now using [Multi-Channel] settings, Do not disturb times will now reflect the timezone of the manager connected to the device, rather than the timezone of the channel’s country.
For example, if your channel is based in Eastern Standard Time (EST) but your device is set to Pacific Standard Time (PST), the do not disturb time will be shown in Pacific Standard Time (PST).