User Channels
Configure which communication channels users can access and manage.
Channel Types
eeV.ai supports multiple communication channels:
Email
- Traditional email support
- Integration with email providers
- Automated routing and responses
Live Chat
- Real-time website chat
- Instant customer interactions
- Queue management
WhatsApp Business
- WhatsApp Business API integration
- Rich media support
- Automated messaging
Phone/Voice
- Twilio integration for voice calls
- Call routing and recording
- IVR system support
Channel Assignment
User-Channel Mapping
- Select user from user management
- Navigate to "Channel Access" section
- Enable/disable specific channels
- Set channel-specific permissions
Permission Levels
View Only
- Monitor channel activity
- View conversations and metrics
- No interaction capabilities
Respond
- Reply to customer messages
- Handle active conversations
- Transfer conversations
Manage
- Full channel control
- Configure channel settings
- Manage other users' access
Channel-Specific Settings
Email Channel
- Signature configuration
- Auto-response settings
- Escalation rules
Live Chat Channel
- Chat widget customization
- Greeting messages
- Availability status
WhatsApp Channel
- Business profile setup
- Template message access
- Media sharing permissions
Voice Channel
- Call handling preferences
- Recording permissions
- Transfer capabilities
Workload Distribution
Automatic Assignment
- Round-robin distribution
- Skill-based routing
- Availability-based assignment
Manual Assignment
- Supervisor assignment
- User self-assignment
- Priority-based allocation
Monitoring and Analytics
- Track user performance per channel
- Monitor response times
- Analyze customer satisfaction
- Generate channel-specific reports
