Create a Channel

Channels are the means by which a constituent can communicate with your organization in Conversations. You may create channels for Email, SMS/Texting, Agent, Internal, and CivicPlus Chatbot.

Email Channel

Once you save your Email Channel, the username associated with the email domain can be edited as long as there are no Conversations associated with it. Once a Conversation has been started with an Email Channel, the username and domain cannot be changed.

Instructions

1. Click the profile icon and then select Manage Organization from the drop-down
   
   
2. Select Channels from the left-hand menu
   
3. Click Create Channel and select Email Channel from the drop-down
   
   
4. Complete the fields
   
   
   • Name: The name of the email channel
     
     Note: It is recommended that you name a Channel for its intended purpose (such as General, Community Events, and Parks).
   • Email Address: Add the username to the domain you established during configuration.
     
     Note: If you choose to use an email address with a custom domain, you will need to set up auto-forwarding with your email provider. Conversations focuses primarily on Microsoft Outlook and Gmail but other providers can support auto-forwarding so that incoming emails to your custom domain route to Conversations.
5. Click Save
   
   

Go to Article Navigation

SMS Channel

You can set up organizational and/or departmental phone numbers in order to send and receive SMS messages from constituents. Once you’ve chosen the phone number you want to send and receive SMS messages from, you can choose a number from which incoming texts will be forwarded. This number is generally an office number so as to ensure notifications of incoming texts.

In addition to a forwarding number, phone configuration offers an opportunity for you to set an auto-response to incoming texts so that you may automatically communicate back to the constituent and set their expectations for response time from your organization or department. Auto-responses can be enabled or disabled both in configuration and from the Channel list view.

Important Note

• In order to create an SMS channel in Conversations, you must first confirm a new Twilio subaccount to provision a new phone number. Learn more about Conversations SMS Provision and Registration.

Instructions

1. Click the profile icon and then select Manage Organization from the drop-down
   
   
2. Select Channels from the left-hand menu
   
3. Click Create Channel and select SMS Channel from the drop-down
   
4. Complete the fields
   
   
   • Name: The name of the channel
     
     Note: It is recommended that you name a Channel for its intended purpose (such as General, Community Events, and Parks).
   • Area Code: Enter the area code for the desired phone number.
   • Phone Number: Search for a phone number.
5. Click Save
   
   

Go to Article Navigation

Agent Channel

Agent channels should be used for any correspondence with a constituent that is not email or SMS, such as walk-ins or phone calls.

Instructions

1. Click the profile icon and then select Manage Organization from the drop-down
   
   
2. Select Channels from the left-hand menu
   
3. Click Create Channel and then select Agent Channel from the drop-down
   
   
4. Enter the desired Name
   
   
   Note: It is recommended that you name a Channel for its intended purpose (such as General, Community Events, and Parks).
5. Click Save
   

Go to Article Navigation

Internal Channel

Internal channels are staff-only conversations that can be used to communicate important information and details about any inquiries, suggestions, or concerns with other members of your organization.

Instructions

1. Click the profile icon and then select Manage Organization from the drop-down
   
   
2. Select Channels from the left-hand menu
   
3. Click Create Channel and select Internal Channel from the drop-down
   
   
4. Enter the desired Name
   
   
   Note: It is recommended that you name a Channel for its intended purpose (such as General, Community Events, and Parks).
5. Click Save
   
   

Go to Article Navigation

CivicPlus Chatbot Channel

1. Click the profile icon and then select Manage Organization from the drop-down
   
   
2. Select Channels from the left-hand menu
   
3. Click Create Channel and select CivicPlus Chatbot Channel from the drop-down
   
   
4. Complete the fields
   
   
   • Name: The name of the channel
     
     Note: It is recommended that you name a Channel for its intended purpose (such as General, Community Events, and Parks).
   • Auto-Assignment: The email for the staff member who will be the primary assignee for this channel
   • Companion Email Channel: Select the email address that users will see when getting responses from this channel.
5. Click Save
   
   

Go to Article Navigation