Channels

Channels share information and documents and keep track of specific cases within a messaging environment. They can also integrate with e-mail servers and other systems via webhooks.

Open

Channels.

Channels are listed in the left navigation menu. A new channel can be created by simply clicking on the "+" button. There are “Private” and “Public” channels.

Channel Types

Public Channels

Public channels are group channels where anyone can quickly join or leave. The group manager can add any person as a member, or any user in the system can join the group using the "More" button.
If desired, the public channel can switch to a private channel by selecting "Convert to Private Channel" from the channel menu.

Private Channels

Private channels are only open to a specific group of users and cannot be accessed or viewed by those who are not invited. The group manager can add any person to the channel with the "Manage Members" option from the channel menu. Members can leave the channel as they wish, but they must get invited to join again. A private channel cannot convert to a public channel.

Furthermore, all conversations in a private channel are preserved securely until the channel is deleted.

Channels Basic Features

You can reach the essential features of the channels by clicking on the channel name.

Edit
Edits the channel features.

Delete
Deletes the channel.

Manage Members
Use this feature to add new members, delete members, and give permissions to members. Members can participate in the channel according to their type of permission.

All: Members with the highest authorization level. In “All” level, users can edit the channel, delete it, manage members, convert the channel to a private channel, view the statistics, leave the channel and manage all cases in the channel.

Execute: Members with the execute permission can manage members, convert the channel to a private channel, view the statistics, leave the channel and manage all cases in the channel.

Read: Members with the read authority view the members, view the statistics, leave the channel, assign the unassigned cases to themselves or view the assigned cases in the channel.

Convert to Private Channel
Select this option to convert the public channel to a private channel. If the channel becomes “private”, only members can access it.

Statistics
Statistics is the summary reports section of the case and more information click here.

Leave Channel
Option to unsubscribe from the channel.

Open

Channel’s menu.

Case Management

In addition to the messaging feature of the channels, you can link them with cases for more advanced usage. The case management feature is disabled by default but can be enabled from the channel menu.

The channel screen splits into two sections to show channel activities and cases when the case management is enabled. Please see the Cases page for more details.

Cases can be created manually by users or automatically by listening to email servers or integration via webhooks. Each case, regardless of the channel they are in has its own unique number for easy referencing. 

General

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

Name
Specifies the channel name.

Purpose
Specifies the purpose of the channel.

Enable Cases
Enables or disables the case management in the channel.

Enable Time Tracking
Enables or disables the time tracking feature for cases.

Enable Milestone
Enables or disables the milestone feature for cases.

Mail Monitoring

Emakin can automatically create cases from incoming mails by periodically monitoring one or more specified e-mail accounts.

The whole ongoing messaging in the e-mails is automatically retrieved and classified in the related case.

The contacts in the e-mail are automatically added to the list of contacts in the case. All the updates on the case are sent to these contacts as feedback.

E-Mail From Address for Mail Notifications
This is the email address of the notifications that the system will send.

Re-Open Cases
If you click on this option, the closed case will automatically open when a new mail arrives. 

Mail Threading Method
It works when clicking on the re-open cases check box. Available options are:

• Look for headers and case in number in the subject
  If the case number and subject of the new incoming e-mail are the same as the case number in the channel, the e-mail is considered as a continuation of this case. If the subject or case number is different, the mail is opened as a new case.

• Look for headers only
  If the case subject of the new incoming e-mail is the same as the case subject in the channel, the e-mail is considered as a continuation of this case. If the case subject is different, the mail is opened as a new case.

• Look for the case number in the subject, otherwise, create a new case
  If the case number of the new incoming e-mail is the same as the case number in the channel, the e-mail is considered as a continuation of this case. If the case number is different, the mail is opened as a new case.
  
  

Host
Specifies the mail account server name. The mail account must support the  IMAP protocol.

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 whether the SSL connection is enabled or not on the mail account.

Begin From
Specifies the beginning date of the emails that the system will retrieve. 

Notification Templates

This section's purpose is to define the notification templates that will be used when sending notifications. Emakin will send these notifications automatically when an event is triggered. The possible events are listed below:

E-mail address for notifications
Specify the email address for notifications. If not specified channel address is used.

When a Case Opened
The content of the notification message for newly opened cases.

When a Case Re-Opened
The content of the notification message sent when a case is re-open.

When Case is Replied
The content of the notification message sent when a case is replied.

When Assigned
The content of the notification message sent when a case is assigned.

Reminder
The content of the notification message sent for the case reminder.

When Milestone Breached
The content of the notification message sent when a milestone is breached.

When Deadline Has Passed
The content of the notification message sent when a deadline has passed.

When Case is Closed
The content of the notification message when a case is closed.

Recipients
Specifies the recipients of the notification.

Subject
Specifies the subject of the notification.

Content
Specifies the content of the notification.

Reminders
You can define additional reminder notifications if a case is not closed on time.

First Reminder
Specifies the notification time of the first reminder.

Repeating Reminder
Specifies the notification time of the repeating reminders. Emakin will continue to send notifications within repeating reminder periods until the case is closed.

Notification Template Content

The notification template also supports dynamically importing case properties into notification messages. Following pre-defined variables can be used.

Message Signature

You can add signatures to the end of the notification messages. Signatures support a rich-text format that allows you to include text decorations or images. In addition, signatures may contain case-specific variables to be included in the messages. You can access these variables in the %VARIABLE_NAME% format: The following fields can be used as variables.

Related Processes

Related processes are the list of attached processes to channel. These attached processes will appear on the user's case screen to be initiated. Please see the process administration for more details.

Is Enabled?
Specifies whether the selected process is enabled on the channel or not. The process is temporarily disabled and will not appear on the case screen if this check box is not selected.

Process
The selected process that will be active on the case screen. All installed processes inside the system are listed without any restriction.

Rules

This section is used to create rules on case routing and set the priority of the cases. The decision table helps to define the inputs and the outputs. When a case is created, all these rules are executed automatically.

Rule Input Columns

Input columns specify the properties of the case to be matched. Emakin pre-defines the following columns; other custom columns are evaluated as case profile data fields.

Rule Output Columns

The output columns specify the properties to be applied to the case properties. Emakin pre-defines the following columns; other custom columns are evaluated as case profile data fields.

Time Tasks

Emakin allows users to enter the duration that they work for the case. To be more specific with these durations, users can indicate their type of work according to the variables. This section helps you to define these variables.

WebHooks

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