Multiple channel setup

If you use multiple channels in a single org, you must configure the following settings for each channel.

Kakao Sync

• You must complete Kakao Sync for each KakaoTalk channel.

• To register the Windmillsoft server, you must provide the search ID of each KakaoTalk channel to Windmillsoft.

• See : Apply for Kakao Sync

Business Hours

• You must set working hours for each channel in the form of 'Channel Key_Business'.

• See : Business hours

Picklist Value Sets

• You must add each channel to Picklist Value Sets.

• See : Picklist value sets

Create Channel records

• You must create a record by entering the information for each channel.

• See : Channels

Create Auto Response and Content Link records

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

• See : Create Auto Response, Create Content Link records

Quick Text

• You must add all channels to Quick Text.

• See : Quick Text

Queues

• If different users are assigned to each channel, you must create separate queues.

• See : Queues

Flows

• If each channel uses a different queue, you must modify the flow that assigns a queue to each chat.

• > [Setup] > Quick Find > [Flows] > SC_Change Owner to Queue

• [Save As] > Enter Flow Label > [Save]

Modify the flow

• You must modify the new flow that was saved using Save As.

• [Toggle Toolbox] > [New Resource] > Enter the values 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 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 record name

Element	Assignment
Label	setQueueName
Variable	QueueName
Operator	Equals
Value	Name of the queue to be assigned to that channel

• Change the value of the getQueue element to {!Redirect to QueueName}.

• Click Save in the upper-right corner to save the modified flow.

• Click Activate to activate the 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 must modify the new flow created using Save As.

• Add as many new elements as the number of queues you want to use.

• If a message indicates that the resource in the Decision element is invalid, enter the resource by clicking the fields in the order shown in the table.