Channels
Managing channels
Update channel owners or SLAs
Updating owners
| # | Instructions |
|---|---|
| 1 | Go to Channels |
| 2 | For individual updates, find your selected customer record and update the Owner column directly. |
| 3 | For bulk updates, select or filter for your selected records and click the Reassign button. |
Updating SLAs
Channeled allows you to set a SLA across your workspace that applies as a default to all customer threads. For specific customers who have different SLAs, you can additionally set up custom timeframes.Default SLAs
Default SLAs apply to all customers unless additional custom SLAs are
assigned.
| # | Instructions |
|---|---|
| 1 | Go to Notifications under Inbox Settings. |
| 2 | Turn on DM Owner Notifications and enter your workspace’s default SLA. |
| 3 | The default SLA will be applied to all customers unless additional custom SLAs are added. |
Custom SLAs by customer
Custom SLAs override the workspace defaults for individual selected customers.
| # | Instructions |
|---|---|
| 1 | Under DM Owner Notifications in Notifications, select Edit SLAs by customer. |
| 2 | View and edit existing custom SLAs, or select Add custom SLA to create additional custom SLAs. |