What Is a Channel?

Definition

Within the Mobile Service Cloud suite, a channel is regarded as one of the digital communication mediums with which you can communicate with your customers. There are various channels and types available to communicate with.

Channels

• Live chat channels: Webchat (CX Web Conversations or other provider) and Native chat (original Agent Inbox solution)
• Messaging channels: SMS and Social channels (WhatsApp, Viber, Twitter, etc)
• Voice channels: Phone (conversation created by Agent), VoIP (conversation created automatically) and Native Voice (phone integrated in the application)
• Queued channels: E-mail and Contact Form (used by original message, following messages use E-mail)
• Custom channels (entry point resulting of a custom integration with Agent Inbox)

The customer defines which channels to use to communicate with end-consumers, per subscription.