Channels

Channels are used to share information, documents and follow specific cases within the team in the messaging environment. Channels can also be integrated with e-mail and web hooks to other systems.

Channels are listed in left navigation menu by types. By clicking to the + menu new channel can be created. Private channels can be hidden by clicking to X icon but conversation is preserved until channel is deleted.

Channel Types

Public Channels

Public channels are group channels where everyone can easily join and leave. The group manager can add any person as a member of the group or any user in the system can join the group using the "More" button.

If desired, public channel can be converted to private channel by selecting "Convert to Private Channel" from the channel menu.

Private Channels

Private channels are open to a specific group of users and cannot be viewed by those who are not invited. The group manager can add any person to the channel with "Manage Members" from the channel menu. Member users can leave the channel as they wish, but they must be invited to re-join.

Private channel cannot be converted to a public channel.

Direct Messages

Direct message channels are used to start direct messaging with one or more users. Channel members are determined when creating a channel and cannot be changed later. Also direct message channels are more limited compared to other channel types.

Case Management

Channels have a case management feature to manage tracked topics in addition to messaging. Case management feature is disabled by default but can be enabled by selecting edit from channel menu.

When enabled channel view split to sections to show channel activities and case list. Please see Cases page for more details.

Cases can be created by manual user entry or automatically by email or integration with web hooks. Each case has an automatically incremented number to easy referencing. Case number starts from 1 for each channel.

General

The standard settings of the channel are made in the general section. 

Name
Specifies the channel name.

Purpose
Specifies the purpose of channel.

Enable Cases
Click on to do case management in channel.

Enable Time Tracking
Click on to time tracking in case.

E-Mail From Address for Mail Notifications
Specifies the showing e-mail address in mail notifications.

Mail Monitoring

Channels can automatically create a case for incoming mails by periodically following one or more specified e-mail accounts.

Ongoing messages in e-mails are automatically taken into the case created earlier.

The contacts in the e-mail are automatically added to the list of contacts in the case. Changes on the case are sent to the relevant people as feedback.

Host
Specifies the mail account server name. IMAP protocol must be supported for mail account.

Port
Specifies the IMAP port, if set to 0 default 143 or 993 port is used.

User Name
Specifies the mail account user name.

Password
Specifies the mail account password.

SSL Enabled
Specifies the SSL connection is used.

Begin From
Specifies the date of begin to create cases.

Notification Templates

Notification templates section helps to edit different notification templates of content. While sending notification emails those templates are used. 

Case Open
The content of the notification message which is sent for newly opened cases is edit here.

Case Assigned
The content of the notification message which is sent for assigned cases is edit here.

Deadline Occurs
The content of the notification message which is sent for deadline cases is edit here.

Case Closed
The content of the notification message which is sent for closed cases is edit here.

Recipients
Specifies the recipients of notification.

Subject
Specifies the subject of notification.

Content
Specifies the content of notification.

Reminders
The content of the notification message which is sent for reminders is edit here.

First Reminder
Specifies the time of first reminder.

Repeating Reminder
Specifies the time of repeating reminder.

Related Processes

Related processes are list of attached processes to channel. Attached processes help to start workflow instances on cases. Please see process administration for more details.

Is Enabled ?
Specifies the selected process is enabled on channel. When the selection is removed, the process is temporarily disabled.

Process
Selected process to attach. All installed processes are listed without any restriction.

Message Signature

Specifies the signature to be attached to the end of the message in the notifications made by e-mail. Signature is in rich text format to include text decorations or images etc. Signature may can contain variables in the format %NAME% to include the information of the relevant case in the signature. The following fields can be used as variables.

Rules

This part is used for creating rules to decide on case routing and priority of cases. Decison table helps to define to inputs and outputs. When a case comes to channel, rules automatically work.

Time Tasks

Time tasks part helps to definate task name of cases. Time tasks are used for adding time type to case.

Web Hooks

Web hooks are used to integrate channels or cases with third-party applications. Web hook URL is automatically generated by system and cannot be changed. Please see the Channel Web Hooks page for more details.