What are Channels and Entry Points?
  • 14 Apr 2022
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What are Channels and Entry Points?

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Channels and Entry Points are both critical pieces in allowing your Customers to reach you in their preferred communication Channels.

What a Channel is

Channel is the method a Customer uses to communicate with your company. This is how they can reach you if they need help or have questions. It's up to you to decide what Channels you want to support.

Gladly currently supports the following Channels:

  • SMS/MMS (Text)
  • Email
  • Social Channels (Instagram Messaging, Twitter Direct Messaging, Facebook Messenger, Whatsapp)
  • Voice/Phone calls
  • Chat

When working in Gladly, Agents go available in Channels that have been configured to receive requests from Customers. New requests are then routed to Agents based on their availability and capacity to handle work.

What Entry Points are

Entry Points are Channel specific configurations that allow your Customers to contact you and are linked directly to an Inbox. This means everyone Channel you support has at least one Entry Point. For example, suppose you enable email as a Channel, you could set up three email Entry Points for different purposes:

  • billing@company.com
  • returns@company.com
  • feedback@company.com

Based on the Entry Point, you can route incoming emails sent to billing@company.com to an Inbox specifically built to handle billing questions. That Inbox should also have Agents assigned to it that can answer billing questions.

Other examples

  • SMS – The phone number used to receive SMSs is the SMS Entry Point.
  • Voice – The phone number Customers call is the Entry Point.
  • Social Messaging – The company handle/username that Customers use to contact you.

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