For the complete documentation index, see llms.txt. This page is also available as Markdown.

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.

Business Hours

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

Picklist Value Sets

Create Channel records

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

  • See : Channels

Quick Text

  • You must add all channels to 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.

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