Introduction to settings

The Settings Pages articles offer detailed guidance on how to configure your contact centre to achieve optimised operational performance.

Settings pages

The settings pages are comprised of the following sub-sections:

Team: The team section within the Agent Inbox can be used configure and manage the users within your contact centre. Within the Team settings pages you can (among other things) create, edit and delete users from the contact centre solution.
Web stores: The web stores section can be used to create, edit and delete web stores. Web stores can be used to effectively manage streams of incoming and outgoing conversations. Multiple web-stores can be created within the same customer tenant to separate and orchestrate workload.
Triggers: The Triggers section lets you define, edit and delete triggers. Triggers can be used to route and tag conversations based on rule-based and advanced, skill-based triggers.
Templates: Templates are a set of settings that are saved in a template so they can be allocated web stores of user to make configuration more easy and scalable. By using templates, sets of settings can for example be reused for multiple web stores or users.
Conversation Tools: Conversation tools can be used to make working in the agent inbox more efficient and easy. The conversation tools section lets you tailor the available tools to your businesses needs
Messaging Channels: The messaging channels section provides guidance on how to onboard and configure messaging channels to your needs.
E-mail Channel: The mail channels section provides guidance on how to onboard and configure the E-mail channel and tailor it to your needs.
Native Voice Channel: The Native Voice channel section provides guidance on how to onboard and configure the Native Voice channel and tailor it to your needs.
VoIP Channel: The VoIP channel section provides guidance on how to onboard and configure the Phone (VoIP) channel and tailor it to your needs.
Integrations: Integrations with other systems can help enrich customer profiles and improve the agent's ability to service customers. The integration section provides guidance on how to onboard and configure integrations with others systems and tailor it to your needs.

Configuration

The settings of the Agent Inbox is comprised of various individual sections that work in conjunction to configure the workings of your contact centre solution. As such, following each of the page guides is advised to effectively configure the Agent Inbox to your contact centre needs.