After Adding a Channel

Quick links in this article:

Once you’ve added your channel(s), Gnatta will be able to listen for conversations from that account. To begin answering those messages, however, you will still need to:

1. Invite users into your account, and create teams

2. Decide how you want to route conversations from each channel (more below)

3. Create or edit your queues to match your routing plan, and map queues to your teams

4. Define custom data fields and sets to store vital information about customer interactions

5. Setup your routing events and flows in Workflow

When you’ve completed all of these steps, your agents will be ready to start answering!

Invite users and create teams

When you add a new channel account, it’ll be mapped to the Default team in your Gnatta domain. However, you may want to create your own teams and sort your users into distinct groups - for example, a team for Refunds, Escalations, or Trainees. You can then make universal routing decisions for each team.

To invite users and create teams, check these guides: Users & Teams .

Decide your routing logic

Before you begin editing your queues and building your routing workflows, you need to make a high-level decision about the kind of routing you’d like to apply for each media account.

Example routing scenarios might be:

• Routing chats based on options selected in a pre-chat survey

• Routing emails based on keywords detected in the body such as ‘refund’ or ‘tracking’

• Routing Facebook interactions based on whether the message is public or private

• Routing emails based on the sender address

• Routing telephone calls based on caller input during an IVR journey

• etc.

We’d recommend listing out each media account you’ve connected to Gnatta, and the kind of routing you’d like to apply in an ideal world. It can be helpful to think about how your supervisors and team leaders are currently making their routing and assignation decisions, if they cherry-pick from queues.

Edit queues

When you’ve established the kind of routing you’d like to achieve, you should have a rough idea of the queues you’ll need.

Each time you connect an account, Gnatta will auto-generate a queue of the same name - feel free to use, edit or delete these queues as appropriate to match your routing preferences.

Once you’ve created your queues, you’ll need to ensure they’re organised correctly in Priority, and assign any necessary Escalation parameters.

To get started with this, check out: Queue Setup

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Gnatta auto-generates queues when you add channels - edit them or create your own in ‘Configuration’.

Define custom data fields and sets

Custom data fields in Gnatta are called ‘Dynamic Data’. Custom fields are incredibly important for collecting information on interactions, making automated decisions based on this information, and creating in-depth reporting data.

Before you can move on to the final step - connecting your channels to queues via workflow - you’ll need to make sure you’ve added the custom fields you think your agents will need.

For more information on how to do that, check: Defining Custom Data

Build your routing Workflows

Before you can build a Workflow in Gnatta to complete your setup, you must have the following things:

• Channels connected to your domain

• Queues for each channel, as per your routing plan, organised by priority

• Teams with permissions for relevant channels, and assigned to the relevant queues

If all of these things are done, you’re ready to connect your channels to queues, and switch it all on! In a nutshell, you’ll need to:

1. Create a New Message Received event for each channel account you’re setting up (this tells Gnatta what it needs to be listening to)

2. Add a new routing flow to that event (this tells Gnatta which routing logic to apply, when a message is detected)

For more information on how to do this, check: Routing Overview

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Use a routing flow template to set up your channel routing - you’ll need one for each channel account!