Set Up Channels and Entry Points
  • 10 Aug 2022
  • 5 Minutes To Read
  • PDF

Set Up Channels and Entry Points

  • PDF

Entry Points for some Channels can be added from the UI, and some can only be added by Gladly Support. Channels and their relevant Entry Points that you can add and configure through the Gladly UI are:

Once Channel Entry Points are successfully configured, they're immediately activated and linked to the Channel's primary Inbox on the Entry Points settings page unless exceptions are created. This is also where you can link Entry Points to a specific Inbox. 

Before you start

Before you configure Entry Points, we recommend that you first review the following:

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.

Link Channel Entry Points to a primary Inbox

This is the Inbox where all incoming requests from the Channel's Entry Point are queued by default. Entry Points added in the future will use the Channel's primary Inbox, unless exceptions are added. You only need to confirm this once but you can change a Channel's primary Inbox anytime.

  1. Click the menu icon located on the top left corner of the screen.
  2. Click Settings.
  3. Under the Channels category, click Entry Points. This page contains Entry Points for all Channels connected or available in Gladly.
  4. Find the Channel section you want to edit and click the down caret icon to open the Channel's Entry Point settings.
  5. Click the Primary Inbox drop-down list and select the primary Inbox all inbound communications from a Channel's Entry Points are queued.
    default inbox
    • SLA (minutes) – Leave this field blank if you want to use the selected primary 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) symbol.
  6. Click Save.

Add Entry Point Exceptions

Add Entry Point exceptions to exclude certain Entry Points from using a Channel's primary Inbox and/or SLA setting. This is useful if you have multiple Entry Points that you'd like to link to different Inboxes instead of using the Channel's primary Inbox. Keep in mind that Entry Points not set as an exception automatically use the Channel's primary Inbox.

Tip - There's no need to add an exception if you only have one Entry Point for a Channel
You don't need to create an exception since it can utilize the Channel's primary Inbox.
  1. Click the menu icon located on the top left corner of the screen.
  2. Click Settings.
  3. Under the Channels category, click Entry Points. This page contains Entry Points for all Channels connected or available in Gladly.
  4. Find the Channel you want to edit and click the down caret icon to open the Channel's Entry Point settings.
  5. Click + Add exception.
    • Tip – Click + Add exception to add additional exception lines.
  6. Configure the following:
    • Entry Point – Select the Entry Point you want to exclude from using the Channel's primary Inbox.
    • Inbox – Select the Inbox you want incoming requests from the Entry Point to queue in instead of using the 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 (on the Entry Point) trumps the Inbox SLA.
      • You can use fractional minutes. For example, 0.66 is 40 seconds.
      • You can't enter "0" or use the "-" (minus) symbol.
  7. Click Save.
    • Note – Click Revert changes to cancel changes you made without affecting the existing configuration.

Delete Exceptions

  1. Hover over the exception and click the trash icon.
  2. Click Save.

Once an exception is deleted, the Entry Point(s) defaults to using the Channel's primary Inbox.

Deactivated Inboxes used as an Entry Point

Entry Points cannot be linked to a deactivated Inbox. If an Inbox is deactivated while still linked to an Entry Point, an error appears on the Channel's Entry Point page that the Inbox is currently linked to. Make sure to immediately link the Entry Point to an active Inbox. This error prevents you from accidentally sending Customers to Inboxes not staffed by Agents or monitored by Team Managers.

Deleting an exception immediately points the Entry Point(s) to Channel's primary Inbox.

On the Inbox settings side, you won't be able to deactivate an Inbox if it's currently used as an Entry Point. You must change the Entry Point settings and unassign the Inbox first before you can deactivate the Inbox.

Update Entry Point SLA

Override the primary Inbox's SLA by entering an Entry Point SLA. See Difference between Channel Entry Point SLAs and Inbox SLAs for more information.

  1. Click the menu icon located on the top left corner of the screen.
  2. Click Settings.
  3. Under the Channels category, click Entry Points. This page contains Entry Points for all Channels connected or available in Gladly.
  4. Find the Channel you want to edit and click the down caret icon to open the Channel's Entry Point settings.
  5. Edit the SLA (minutes) field for the Channel's primary Inbox or any exception(s).
    • You can use fractional minutes. For example, 0.66 is 40 seconds.
    • You can't enter "0" or "-" (minus) symbol
  6. Click Save.
    • Tip – Click Revert changes to cancel changes you made without affecting the existing configuration.

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