Digital channels

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Who should read this article: Administrators

You can connect, configure, and manage digital channels to your contact center to enable your agents to handled omnichannel interactions.

Important

The availability of different digital channels for contact centers is dependent on your contact center plan.

Introduction

The Omnichannel Workspace supports multiple digital channels in one convenient and powerful agent interface. Use the Digital channels page to view and manage the digital channels available for agents in your contact center. You can add channnels, and edit the configuration of existing channels. To associate a channel with a flow, you must first add the channel to the Digital channels page.

To access the Digital channels page, from the Voiso navigation bar, navigate to Administration > Digital channels.

Digital Channels Main Page

The Digital channels page contains a searchable table that lists all your digital channels. You can sort by any column.

Head Description
Created on The date that the channel was first added.
Type An icon representing the channel type. Refer to the table below for a key to the icons.
Name The name assigned to the channel. This name is used as a reference when you associate a channel to a flow or user.
Flows The name of one or more flows where the channel is used.
Tip

Click an assigned flow to link to the corresponding Edit flow page in your contact center.

The Type column uses the following icons to indicate the channel type:

Icon Channel
Message Templates Telegram Icon Telegram
Message Templates Web-chat Icon Webchat

To delete one or more channels, hover your mouse pointer over the channel row, then click Delete (the trash can icon). You can also delete a channel from the Edit channel page by clicking the Delete (the trash can icon).

Channel support by plan

The following table shows you which digital channels are supported for your plan:

Channel Core Pro/Custom
Facebook ✔
Instagram ✔
Telegram ✔
Viber ✔
Webchat ✔ ✔
WhatsApp ✔

Adding a channel

To add a new digital channel, in the Voiso navigation bar, navigate to Administration > Digital channels, then follow these steps:

  1. Click Add channel to display the Add channel page.
    Digital Channels Add Channel Page
  2. In the General section, enter and name for the channel in the Channel name field. The name is used in other interfaces, such as Flows, Users, System settings, and Omnichannel Workspace.
  3. From the Channel type menu, select one of the digital channels that is enabled for your contact center.
  4. A channel specific configuration section is displayed to enable you to set up the channel. Refer to the articles below for channel specific configuration information:
  5. Click Save to add the channel to your contact center.

Editing a channel

To edit the configuration of a channel that has already been added to the Digital channels page, click the name of the channel in the table to display the Edit channel page.

Make updates to the configuration then click Save to commit the changes.

Digital Channels Edit Channel Webchat