A Channel is a container for the Users (Admins and Agents) in Alive5. They determine who has access to various functions in Alive5:
- Chatting with external users
- Chatting with internal users
- SMS phone number access
- Routing of live chat requests
The default Channel that is created in Alive5 is the āGeneralā Channel. This cannot be modified or deleted, as it contains every user in Alive5 (Admins and Agents) so no one gets lost in the system!
Chatting with External Users
External users can be anyone who has access to your live chat widget, SMS phone number, or Facebook Messenger. When the external user reaches one of the channels, they will have access to chat with an Agent or Admin in Alive5.
Chatting with Internal Users
Internal users are Admins or Agents in which are given access to your Alive5 account. They can send messages internally to each other via Team Chat.
SMS phone number access
Anyone with a mobile phone will be able to send and receive texts to your Alive5 SMS number.
Routing of live chat requests
Any external user who has access to your chat widget, can start a chat and can be routed to a user (Admin or Agent) which is part of a Channel you specify in the Agent Bot.