Set up multiple channels

If you use multiple channels in one og, you need to proceed with the settings below for each channel.

Kakao Sync

  • You have to complete Kakao Sync for each Kakao Talk channel.

  • For Windmill Soft server registration, you need to deliver the search ID of Kakao Talk channel to Windmill Soft.

  • Reference page : Request for Kakao Sync

Business Hours

  • You must set working hours for each channel in the form of 'Channel Key_Business'.

  • Reference page : Business Hours

Picklist Value Sets

Create Channel records

  • You must enter information for each channel to generate a record.

  • Reference page : Channels

Create Auto Response and Content Link records

Quick Text

  • You need to add all the channels to the quick text.

  • Reference page : Quick Text

Queues

  • If each channel has a different user to assign, you must create a new queue to use.

  • Reference page : Queues

Flows

  • If each channel has a different queue to allocate, you must modify the flow that assigns the queue to each chat.

  • > [Setup] > Quick Find > [Flows] > SC_Change Owner to Queue

  • [Save As] > Enter Flow Label > [Save]

Edit Flows

  • You need to modify the new flow that you saved under a different name.

  • [Toggle Toolbox] > [New Resource] > Enter a value for each field > [Done]

Element
New Resource

Resource Type

Variables

Data Type

Text

  • Click the + button before the getQueue element to add a new element.

Element
Decision

Label

whatChannel

Outcome Details

Label

Channel's record name

Condition Requirements to Execute Outcome

All Conditions Are Met (AND)

Resource

{!$Record.WINP__Talk_Customer__r.WINP__Channel__r.Name}

Operator

Equals

Value

Channel's record name

Element
Assignment

Label

setQueueName

Variable

QueueName

Operator

Equals

Value

Name of the queue to be assigned to that channel

  • Value of getQueue element {!Redirect to QueueName}.

  • Click Save in the upper right corner to save the new flow that you modified.

  • Click Activate to activate the new modified flow.

  • Click Deactivate to deactivate an existing flow.

    • If both existing and new flows are active, they may not work as desired.

Considerations when modifying a flow

  • You need to modify the new flow that you saved under a different name.

  • You can add as many new elements as the number of queues you want to use.

  • If you see a statement saying that the resource in the Decision element is invalid, please click to enter the resource in the order specified in the table.

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