Channel Front

The first screen a customer sees when they click the Channel Talk button is called the Channel Front, which is divided into three tabs (Home tab / Chat room tab / Settings tab).

This is the screen where you can tell your customers more about your brand, including your brand's information, set up a greetings message, and to start a chat.

• Home header contains the channel name and business hours.

The operating hours are displayed based on the conditions along with the channel name.

If there are only default operating hours:

• The default operating hours are shown

If there are two or more operating hours:

• The operating hours are not displayed

A customer can start a chat conversation with you by clicking the [Start a chat] button.

• If your response speed is set to either [Very responsive] or [Responsive], a manager profile icon will be shown under the Start a chat button. (→ Learn more about setting Response Speeds for your Channel)

• If a customer has an ongoing conversation, they will see the recent chats first instead of the Start a chat button. This allows the customer to continue the conversation from the previous chat without leaving a duplicate inquiry.

• Unread messages are also shown here.

When there are only default operating hours:

• The response time is displayed below the "Contact Us" button.

• If the customer is chatting with ALF, the message "AI Agent is responding" is displayed.

• When there are no active chat windows with an agent, up to three manager profiles are shown if the conditions are met.

• During non-operating hours, the displayed message varies depending on the out-of-office settings.

When there are two or more operating hours:

• The "Contact Us" button is always displayed regardless of operating hours.

• If a greeting is visible or a workflow is in progress:

  • Response time and manager profiles are not displayed.

• If the first step of the workflow involves ALF or the customer is chatting with ALF:

  • The message "AI Agent is responding" is displayed.

• If the customer is chatting with an agent (input field is visible):

  • If no team is assigned, the channel's default operating settings determine the displayed response time and manager profiles.

  • If a team is assigned, the operating settings of that team determine the displayed response time and manager profiles.

If you have external apps integrated into your channel, you can initiate a chat with each external messenger by tapping the [Use Another Method].

• Customers can choose the messenger platform they're most comfortable with, making it easy for them to contact you.

• This option is displayed when there is no active conversation with an agent during operating hours or when it is outside operating hours and the "Out-of-Office Status: Operate Consultation" setting is enabled.

• A maximum of three integrated messengers are displayed. If more than 3 different platforms are integrated, they will be hidden by the [More] button. (→ How to integrate with external messengers)

In the Messages, customers can see a list of previous conversations including closed and open ones. Marketing messages will be stored here as well. Clicking on a conversation will take customers to the chat and let them continue the conversation.

This is where customers can set their notification and marketing message preferences.

Depending on Follow up notification settings of your channel, customers will see different information on their settings in Home.

• When Follow up notification is ON: the customer name and profile are shown

• When Follow up notification is OFF: the channel name and profile are shown

Customers can change their preferences for marketing messages via SMS or email.

How do I know which manager will be displayed at the under of the "Start a chat" button?

Manager profiles (up to 3) are displayed when the following conditions are met:

• There are no active chat windows with ALF or an agent.

• Manager profiles are turned ON in [General Settings → Channel Profile → Profile]. (→ Enable Manager Profiles)

• The operator seat is active, and notifications for handling chats without an assigned agent are enabled in the channel profile.

• There are at least 2 managers with high scores in chat statistics.

Can I hide contacting through external messengers?

Yes, you can. Simply enable "Hide on Channel Talk Home" in [Channel Settings → Integrations → Messenger].

Why does the header look different each time?

The header can be displayed in 3 different ways as follows:

• 2 manager profiles + channel name

  • For general conversations through workflow, the manager profiles and the channel name are displayed. However, if there is only one manager available or the manager is responding through a channel profile, the channel profile image and channel name will be replaced.

• The assigned manager's profile + Channel name

  • If the conversation has an assigned manager, the manager's profile and name will be displayed.

• The channel profile + channel name

  • This may be the case if:

    • A conversation starts when you are away or when response speed is delayed

    • The assigned manager of the conversation uses their channel profile for live chat

    • There is only one manager available