Table of Contents
| REQUIRED USER ROLE Administrator |
Before you start #
- You must configure Glad App first to set up the Channel Entry Point for Chat. Once configured, the name you used when creating a Glad App is the Entry Point name that appears on the Entry Points settings page.
- See Set Up Channels and Entry Points for a general overview of setting up Channel Entry Points.
Watch Out – We recommend not adding an Entry Point(s) until you’re ready to receive incoming requests
Upon adding a new Entry Point, incoming requests from that Entry Point automatically route to the corresponding Channel’s primary Inbox. For example, upon adding Instagram Messaging as an Entry Point, direct messages from your Instagram account will automatically create a Conversation in Instagram Channel’s default inbox.
- Voice/SMS – Phone numbers can be purchased and held onto until you can complete the setup by connecting them as Entry Points.
- Chat (Glad App) – Upon configuring Glad App, it’s available to receive incoming chat requests as soon as it’s embedded on your website. Chats are routed to the Chat Channel’s default Inbox.
- Social Channels – Upon adding a social Channel Entry Point (e.g., , Instagram, or WhatsApp), messages automatically route to the social Channel’s default Inbox.
- Email – Once an email address is added, it’s ready to receive inbound emails in the email Channels’ default Inbox as long as email forwarding is activated.
Use Exceptions to link an Entry Point to a different Inbox if you don’t want to use the Channel’s default Inbox.
Configure and edit Chat Entry Points #
- Click
on the top left corner of the screen. - Click Settings.
- Under the Orchestration category, click Entry Points.
- Hover over Chat and clickto open the Chat Channel’s Entry Point settings.
- Note – Newly added Glad Apps automatically use the Chat Channel’s default Inbox unless exceptions are added.
- Confirm if you want the Entry Point to use the Chat Channel’s default Inbox and SLA. If so, you can stop here. If not, you’ll need to add an exception.
- Click + Add exception if the Chat Entry Point in question won’t use the Chat Channel’s default Inbox or Entry Point SLA.
- Tip – Exceptions allow you to specify which Inbox calls from a particular Chat Entry Point route to. For example, suppose you have a Glad App only seen by Platinum Members on their web account. Use exceptions to configure incoming chats from Platinum Members to route to the VIP Inbox instead of going to the Chat Channel’s default Inbox.
- Select the following details:
- Entry Point – Select the Entry Point you want to exclude from using the Chat Channel’s default Inbox.
- Inbox – Select the Inbox you want incoming chat requests from the Entry Point to queue in instead of using the Chat Channel’s default Inbox.
- Entry Point SLA (minutes) – Leave this field blank if you want to use the selected Inbox’s SLA. Otherwise, entering an SLA here trumps the Inbox SLA.
- You can use fractional minutes. For example, 0.66 is 40 seconds.
- You can’t enter “0” or use the “-” (minus) symbols.
- Click Save.
on the top left corner of the screen.
to open the Chat Channel’s Entry Point settings.
