What is a channel?
Channels are simply avenues of communication your customers can use to reach you. Some types of channels you might have on your account are:
- SMS Channels (phone numbers)
- Website Texts (leads from your website widget button)
- Live Chats (optional add-on to your website widget button)
- Secure Chat
View Channels and Where they are Routing
To view your channels and where those channels route, first head to the gear icon in the bottom left hand side of Captivated. Then, click on the channel(s) tile.
Once you click into the channels tile, you will see a list view of all of your channels, where they route to, the campaign assigned to that channel and the brand name.
The purple icon is the icon for a queue. Meaning that channel is routing to a queue. A queue is a group of users that have been assigned to be an operator, meaning they are alerted when a new inbound message comes into the channel and routes to the queue. If a channel is routing to a specific user, it will show that person’s name and their profile photo and all inbound messages will route directly to that user.
Use the filters to quickly sort through your channels by type, campaign, routes to or brand name. You can also use the search bar to search the title of the channel.
View Channel Details
To view the channel details, simply click on the channel name highlighted in blue. You will see the phone number, where it routes to, what number inbound calls are forwarded to (if applicable), compliance profile and registration link.
Channel Registration Link
Use your channel registration link to quickly and easily gather opt-ins from your customers. You can copy the URL or QR code to add to marketing/onboarding materials.
To access your channel’s QR code, navigate to the gear icon > channels > view details. Click the button labeled QR Code to either preview or download the image to be printed or used elsewhere. Alternatively, you can copy your registration link using the copy icon.
When someone utilizes the QR code, it will initiate the double opt-in process and require a YES response from the customer to complete their opt-in.
If you would like your business’ opt-in language adjusted, an Administrator can adjust it under Administration > View Compliance Profiles.
Channel Sharing
Click on the sharing tab to choose which users you would like to have access to message outbound on this particular channel.
You can choose an entire team at once or add users individually.
To remove a user or a team’s ability to message outbound on this channel, just hit the red trash can.
To add another team or user to message outbound on this channel, hit “add another team or user”.
Edit Channel Details
To edit channel details, click on “edit”. You can edit these things:
1. Channel Name
2. Where it routes to
3. What number inbound calls should be forwarded to (if applicable)
4. Signature preferences for this channel
5. Compliance Profile along with Brand Name and Photo for Registration Link
6. Unjoin users from conversation toggle (when a conversation is completed, the users are unjoined, meaning, that the conversations head back to the queue if that customer messages back in)
Add or Remove a Channel
To add or remove a channel, please use the Support button in the left-hand menu to reach a member of the Captivated Support team.
- Questions? You can chat with Captivated Support via the left-hand menu or text Captivated Support at 317.316.3600