What are Channels, Entry Points, and Inbox Routing?
  • Updated on 19 Jun 2020
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What are Channels, Entry Points, and Inbox Routing?

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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 is a Channel?

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
  • Email
  • Facebook Messenger
  • Twitter Direct Messages
  • Voice/Phone calls
  • Chat

When working in Gladly, Agents go "Available" in Channels that have been configured to interact with Customers. New requests are then routed to Agents based on their availability and capacity to handle new requests. 

What are Entry Points?

Entry Points are Channel specific configurations that allow your Customers to contact you. For example, if you enable email as a Channel,  you could set up 3 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.

Entry Points are required for every Channel where you want to receive incoming requests from Customers.


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