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Table of Contents

The Channels detail is used by the Creatio system administrator to add new communication channels.

What can be used as a channel?

  • social media business page

  • messenger business account

  • bot in messengers

  • website widget

  • widget on a portal

  • widget in a mobile app

Channel parameters

The table shows the main parameters common to all types of channels

Channel name

You can set an arbitrary value for the channel name. The name of the channel will be displayed in the chat card, it is necessary to understand in which communication channel the communication with the client was.

Token

The token is issued on the side of the messenger/social network

Chat weight

Chat weight unit. This parameter is required to set the load on the agent

Channel link

In the Channel Link field, you can insert a link to the added channel, and it will be displayed in the channel card, allowing for quick access to the added channel. For example, if you have multiple website pages or Facebook pages connected, you can easily find the link where to initiate a conversation.

What are chat weight and agent load?

Each agent has a specific workload to limit the maximum number of chats that an agent can work on at the same time.

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Let's assume that the agent has a load of 5.

And suppose channels are added:

  • WebSite for clients with a chat weight of 1

  • WebSite for partners with a chat weight of 3 (for example, this channel implies a greater involvement of the agent in the dialogue, or a more complex processing scenario)

With this setting, a given agent will be able to simultaneously distribute either

  • 5 chats from the WebSite for clients: 5x1=5 - which is equal to the set load on the agent

  • 1 chat from the WebSite channel for partners and 2 chats from the WebSite for clients: 1x3+2x1=5 - which is equal to the set load on the agent

If 3 chats from the WebSite channel for clients have already been distributed to the agent, then the chat from WebSite for partners will no longer be able to be distributed to this agent, since 3x1 + 1x3 = 6 is more than 5, the load set for the agent

Add channel

  1. Go to the ⚙️ System Designer

  2. Click Beesender Chat Configuration in the Import and Integration section

  3. On the channels tab, click ➕ and select the channel type

  4. Fill in all the fields in the window that appears and click Add

Info

After adding a channel, add agents, who will receive chats from this channel

...

Info

Adding a channel is shown on the example of Telegram. Detailed instructions for adding other types of channels can be found below.

Instructions for adding channels of all available types

Child pages (Children Display)