Organization members will only see agent channels when starting a conversation. After the conversation is created, if it needs to be forwarded to another channel, then those options will become available. The intended purpose is to log the conversation first and then follow up if needed.
Instructions
Click the New drop-down menu, and then the Conversation option:
Input the details into the Message field:
Select a Constituent:
Select a Channel:
Input a Summary:
Select Start a New Conversation:
Select Conversations from the navigation bar, then select the desired Conversation from the Conversations List:
Select Reply:
From the drop-down menu, select the new channel you'd like to use:
Input the details into the message field:
Select Send:
