Though most settings are global, some settings apply only to one particular channel. You can configure these channel settings when you first install Agent in a channel or use the /agent Slash command. Here are the settings you can configure for each channel independently:
- Introduction Message - This message is automatically be sent to the user for each new ticket or thread created. If no message is configured for the introduction, Agent will use the globally configured welcome message. If you prefer not to use any introduction message, type the word
none (all lowercase)
- Channel Mode - The channel mode controls how an Agent thread gets created. See ‣ to see the different channel mode options.
The third added option is "Inherited." With this configuration, the globally configured channel mode option is selected. For example, if the globally configured channel mode is "threaded," this channel will follow the "threaded" channel mode.
- Tags - Channel tags are configured in Global Settings. They are used for routing, SLAs, and sending outgoing messages to customers. You can select multiple channel tags per channel.
- SLA Tier - If SLAs are configured, choose the Tier for the channel. When a channel has a tier assigned, the customer will be asked to select the severity of the issue.
- Ignore Internal Messages - Like the options to Ignore internal messages in the global settings, you can specify a different subset of email addresses or domains. If a new conversation is started from a matching requester email, this request will automatically be ignored. You can also type partial email domains such as @test.com to match any email ending with @test.com. You can also use a Regular Expression to specify which emails will match. This setting will override the global setting. If you want to disable the global setting for this channel, type
example.com for this setting.
- Hub & Spoke - This setting allows you to enable this channel as a Spoke for a centralized Agent hub. For more information, see Hub and Spoke Settings.