23.1.4. Channel Groups

What is a Channel Group?

Channel groups are the ability to manage and group your digital addresses together for an Omni-Channel experience. You can group addresses together or group them as singular addresses if you want to have a multi-channel experience. The default behaviour is that any Shared Address (not assigned to a User directly) will belong to the Default Group then they can moved to any group of your choosing.

How do they work?

Any addresses grouped together will route to the same User for any message from the Contact to an address in that group. For example, you have two SMS numbers grouped together under a group called “Support”. If the Contact messages in to Number 1 in the group and routes to User John Doe they can have a conversation. If the same Contact messages in to Number 2 within the group after they will be routed through to the same conversation to John Doe. John Doe will see both conversations as 1 conversation.

Creating a Channel Group

A Channel Group an be created by pressing the Create button on the Channel Group page.

Once pressed this will open up a modal for you to begin creating your Channel Group

Name - The Name of the Channel Group

Default user - Should the routing policy not return a valid User this is the default User that any communication on these channels will be routed to.

Description - An optional description of the purpose of this channel group

After you have filled out the relevant above fields you can then press the Create button for your new Channel Group. The Channel group will initially be empty but you can then drag and drop Digital channel addresses from other groups into your newly created one.

FAQ

What minimum Natterbox Salesforce package version must I be on?

It is typically recommended to always be on the latest stable version, but the minimum version for the Channel groups feature is 1.310. More information can be found here.

Can I have my digital channels not be grouped together?

Yes! You can achieve this by configuring each channel into individual groups.

Why must I set a default User?

A default User is used as a fall-back if the digital routing policy is not able to set a valid User, this ensures that your inbound messages are always delivered to an agent.