Add and Configure Chat Entry Points
  • 21 Jul 2022
  • 2 Minutes To Read
  • PDF

Add and Configure Chat Entry Points

  • PDF

REQUIRED USER ROLE 
Administrator

Before you start

Watch Out - We recommend not adding an Entry Point(s) until you're ready to receive incoming requests
Upon adding a new Entry Point, incoming requests from that Entry Point automatically route to the corresponding Channel's primary Inbox. For example, upon adding Instagram Messaging as an Entry Point, direct messages from your Instagram account will automatically create a Conversation in Instagram Channel's primary Inbox.

  • Voice/SMS – Phone numbers can be purchased and held onto until you're ready to complete the setup by connecting them as Entry Points.
  • Chat (Sidekick) – Upon configuring Sidekick, it's available to receive incoming chat requests as soon as it's embedded on your website. Chats are routed to the chat Channel's primary Inbox.
  • Social Channels – Upon adding a social Channel Entry Point (e.g., Twitter, Instagram, or WhatsApp), messages automatically route to the social Channel's primary Inbox.
  • Email – Once an email address is added, it's ready to receive inbound emails in the email Channels' primary Inbox as long as email forwarding is activated.

Use Exceptions to link an Entry Point to a different Inbox if you don't want to use the Channel's primary Inbox.

Configure and edit chat Entry Points

  1. Click the menu icon on the top left corner of the screen.
  2. Click Settings.
  3. Under the Channels category, click Entry Points.
  4. Scroll down to find the Chat section to see your chat Entry Points configured via Sidekick.
    • Note – Chat Entry Points always use the chat Channel's primary Inbox unless exceptions are added.
  5. Confirm if you want the Entry Point to use the chat Channel's primary Inbox and SLA. If so, you can stop here. If not, you'll need to add an exception.
  6. Click + Add exception if the chat Entry Point in question won't use the chat Channel's primary Inbox or Entry Point SLA.
    • Tip - Exceptions allow you to specify which Inbox calls from a particular chat Entry Point route to. For example, suppose you have a Sidekick only seen by Platinum Members on their web account. Use exceptions to configure incoming chats from the Platinum Members to route to the VIP Inbox instead of going to the chat Channel's primary Inbox.
  7. Select the following details:
    • Entry Point – Select the Entry Point you want to exclude from using the chat Channel's primary Inbox.
    • Inbox – Select the Inbox you want incoming chat requests from the Entry Point to queue in instead of using the chat Channel's primary Inbox.
    • SLA (minutes) – Leave this field blank if you want to use the selected Inbox's SLA. Otherwise, entering an SLA here trumps the Inbox SLA.
      • You can use fractional minutes. For example, 0.66 is 40 seconds.
      • You can't enter "0" or use "-" (minus) symbols.
  8. Click Save.

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