Messaging Management

Messaging Management is where you create and configure departments and channels, edit their default properties, and grant access to new agents who will handle tickets in their respective departments and channels.

Messaging is located on the main system screen;
right after logging in, you can view the module.

This is the messaging configuration screen. Here, you can manage:

1. Departments;
2. Channels;
3. Users;
4. Sequencers;
5. Global Variables;
6. Unique Document Types.

Departments

Departments are the sectors defined by your company.

When we open the messaging module, the departments screen is selected by default. Here, you can manage departments.

You can:

1. Add departments;
2. Edit departments;
3. Delete departments;

Creating a Department

1. Click on NEW DEPARTMENT;
2. Enter a name;
3. Enter an alias;
4. Set the status;
5. Click SAVE.

With the new department created, we will associate users:

Editing a Department

To edit a department, follow these steps:

Deleting a Department

To delete a department, follow these steps:

Channels

Channels are the subsectors of a department, and here we manage them, referring to them as channels.

On this screen, you can:

1. Add channels;

2. Edit channels.

New Channel

To add a new channel, follow these steps:

1. Click on NEW CHANNEL;
2. Associate it with a department;
3. Name the channel;
4. Create an alias;
5. Click SAVE.

Edit Channel

To edit a channel, follow these steps:

1. Click on edit;

2. Choose one of the tabs to start editing.

Edit Channel - General

On the General tab, you can edit:

1. Channel name;
2. Set the status;
3. Deadline to close the occurrence;
4. Automatic closure after days without interaction;
5. Allow multiple people to respond to the client’s ticket;
6. Whether the agent receives an email;
7. Whether an evaluation occurs;
8. Evaluation comments;
9. After making edits, click SAVE.

Edit Channel - Adding Users

On this tab, you can add or remove users involved in the messaging process.

Edit Channel - Channel Users

1. Click on Edit;

2. Add or replace an email;
3. Change the user role, if necessary;

4. After completing the edits, click on

Edit Channel - Delete Users

To delete, we must:

1. Click on Delete

2. Click OK.

Channels - Media Gallery

Here we manage the media. It is possible to add or remove media.

Channels - Media Gallery - Add

To add new media:

1. Click on NEW MEDIA;
2. Upload the media;
3. Add a comment to it;
4. Define its category;
5. Set its status;
6. Click SAVE.

Channels - Media Gallery - Delete

To delete, we must:

1. Click on Delete

2. Click OK.

Channels - Media Categories

Here we set up the media categories. For example, they can be related to financial matters or other topics.

To create a new category:

1. Click on new category;
2. Name the category;
3. Set its status;
4. Click SAVE.

Channels - Media Categories - Delete

To delete, we must:

1. Click on Delete

2. Click OK.

Channels - Customer Types

Here we manage the different types of customers who open tickets. It is possible to add a new type, edit or delete.

Channels - Customer Types - Add

To add a new type, we must:

1. Click on NEW CUSTOMER TYPE;
2. Name the type;
3. Set its status;
4. Click SAVE.

Channels - Customer Types - Edit

To edit a type, we must:

1. Click on Edit

2. We can rename the type;
3. We can redefine the status;
4. After editing, click SAVE.

Channels - Customer Types - Delete

To delete a type, we must:

1. Click on Delete

2. Click OK.

Channels - Protocol

Let’s talk about the protocol, which is the foundation for all services. Configuring the protocol is quick and efficient, thanks to the available shortcuts. They are designed to make the configuration easier and speed up the process. By using these shortcuts, you can personalize the protocol.

1. To use a shortcut, just press the arrows pointing to the left.
2. Confirm the preview.
3. Click SAVE.

Channels - Email Templates

On this screen, you can edit the email content, whether to create, reply, or close the ticket.

You have the freedom to write a custom text or use the default template by clicking on “LOAD DEFAULT”. However, keep in mind that if you choose to create a custom text, you need to include the macros.

Sequencers - New Sequencer

Here you have the ability to create and manage numeric sequences that are assigned to protocols.

To create a new sequencer, we must:

1. Click on NEW SEQUENCER;
2. Name the sequencer between @;
3. Add a description;
4. Set the mask size;
5. Set the current count;
6. Set the increment;
7. Define if the count will reset at the start of the year;
8. Click SAVE.

Sequencers - Edit Sequencer

To edit a sequencer, we must:

1. Click on Edit

   Click Edit.
2. We can change the sequencer between @;
3. Change the description;
4. Change the mask size;
5. Change the current count;
6. Change the increment;
7. Change if the count will reset at the start of the year;
8. Click SAVE.