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

• You must save each channel to a selection list value set.

• Reference page : 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

• You must generate Auto Response and Content Link records for each channel.

• Reference page : Create AutoResponse, Create Content Link Record

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.