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)
- Facebook Messenger
- Google My Business Chat
- 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 and where they route to. Each channel will have a unique icon to the left of the name so you know what type of channel it is.
The purple icon is the icon for a queue. Meaning that channel is routing to a queue. If a channel is routing to a specific user, it will show that person’s name and their profile photo.
You’ll also notice that you’ll see the phone number listed directly under the title of the channel as well as which compliance profile is associated with that channel.
View Channel Details
Click the “view details” button to view more details about that specific channel. Again, you can 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.
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