Add channels
- Aleksandra Yakutovich
- Anastasia Lipskaya (Unlicensed)
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.
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
Go to the System Designer
Click Beesender Chat Configuration in the Import and Integration section
On the channels tab, click and select the channel type
Fill in all the fields in the window that appears and click Add
After adding a channel, add agents, who will receive chats from this channel
Adding a channel is shown on the example of Telegram. Detailed instructions for adding other types of channels can be found below.