Channels
Overview
A channel is a method of communication used for interactions between participants.
VCC admin users can use the Channels component to:
view your available communication channels;
add, edit, delete, and search for channel addresses;
add, edit, delete, search for, and copy channel profiles;
Available channels
VCC currently supports the following channel types:
email: enables the exchange of longer-form messages via an email interface, with interactions generally requiring longer response times than other message-based channels. For information on setup, see Configuring email for Agent Workspace;
SMS: enables the exchange of text messages between agents and contacts. For information on setup, see Configuring SMS for Agent Workspace;
Rich Communications Channel (RCS): RCS is an advanced messaging channel that allows agents to send interactive, branded content through a customer’s native mobile messaging app. It enhances standard text messaging with high-resolution media, verified sender profiles, and real-time interaction indicators.
With RCS, agents and customers can exchange high-resolution images, videos, and transfer large files. The feature also supports interactive elements, such as quick reply buttons.
Interaction workflow & configuration
The agent experience for RCS remains identical to the standard SMS exchange. Agents manage conversations, respond to customers, and track history using the same:
Interface and workflows, as detailed in Managing the digital interaction lifecycle.
Configuration steps, as detailed in Configuring SMS for Agent Workspace.
WhatsApp: allows agents to send and receive messages and media through the WhatsApp Business platform. For information on setup, see Configuring WhatsApp for Agent Workspace;
webchat: facilitates real-time, text-based interactions between agents and website visitors. For information on setup, see Configuring webchat for Agent Workspace;
Channel addresses
You can have one or more channel addresses per channel and use them for different purposes (e.g., customers residing in different countries). A channel address is a unique identifier that customers use to reach your contact center.
Admin users can add, edit, and delete channel addresses.
Channel | Channel address | Example value |
|---|---|---|
Email address. | support@example.com | |
SMS | A dedicated telephone number. | +44123456789 |
A dedicated telephone number. | +44987654321 | |
Webchat | A webchat widget. | <script |
These addresses can be mapped to interaction plans in Interaction Plans Manager. For information about Interaction Plans Manager, see Interaction Plans Manager.
Interactions arriving via these addresses are routed according to the mapped interaction plans.
Channel profiles
A channel address must have an associated channel profile. A channel profile defines the lifecycle of interactions received through that address. The profile includes:
Liveness settings. Determines how long interactions remain active and the liveness level required for other interactions to interrupt them.
Parking settings. Defines how long an agent should wait for a response before the interaction is automatically parked, where parked interactions should be routed when unparked, and how long an interaction can remain parked before it ends.
Default profile settings
Each channel has a default profile containing default settings. This profile can't be edited or deleted.
Channel addresses use the default profile unless another profile is assigned to them.
Channel | SMS | Webchat | ||
Liveness | Non-live | Semi-live | Semi-live | Semi-live |
Unpark to | Not applicable | Not applicable | Not applicable | Not applicable |
Park after | 5 minutes | 5 minutes | 5 minutes | 5 minutes |
End after | 30 minutes | 30 minutes | 30 minutes | 30 minutes |
Managing channel profiles
Accessing profiles
To access Channels, perform the following steps:
Log in to the VCC Admin Portal. For more information, see Logging in to the Vonage Contact Center Admin Portal.
If you are the supervisor of multiple accounts, select the account that you want to access Channels in, and click Select.
Navigate to Interaction Plans > Channels. For more information on the Channels interface, see Navigating the Channels interface.
Adding a profile
Because the default profile cannot be changed, you must add a new one to use different settings.
You can add a new channel profile using one of the three methods:
Method 1 | Method 2 | Method 3 |
|---|---|---|
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|
|
When adding a new profile, you need to configure the following parameters and click Add to save your new profile:
Field | Description | Example value |
|---|---|---|
Name | A unique, user-friendly name that indicates the profile's purpose. | Live Support - General Inquiries |
Liveness | You can select one of the following liveness options:
| Live |
Unpark to | Select an interaction plan to which unparked interactions should be routed. | Default Live Support Routing Plan |
Park after | Set how long an agent should wait for a response from a contact before auto-parking an interaction using this profile. | 10 minutes |
End after | Set how long an interaction should be parked before ending the interaction. | 25 minutes |
Editing, copying, and deleting a profile
To edit a profile:
Hover over the profile and click Edit profile.
Make the desired changes to the profile.
Click Save changes.
To copy a profile:
Hover over the profile and click Copy profile.
In the dialog box, provide a unique name for the new profile and click Copy. By default, the name is Copy of followed by the name of the profile you are copying.
To delete a profile:
Note
You have to unassign the profile from all channel addresses before trying to delete it. Deleting an assigned profile is not possible.
Hover over the profile and click Delete profile.
You will be prompted to confirm that you want to delete the profile. Click Delete to continue.