Edit a Channel

You may need to edit a Channel to change anything from the name of the channel to the outbound display name or update information such as blocklists or service IDs. Editing some channel types offers fields that are not available when creating a channel. The steps to update an Email, SMS (texting), Agent, Internal, or a CivicPlus Chatbot channel, as well as the fields available to edit, can be found by expanding the steps below.

Email Channel

Editing an Email channel allows the specification of the Outbound Display Name for that channel, as well as the setup of Auto-Response, Auto-Assignment, and Blocked Emails.

Edit Email Channel Instructions

1. Sign in to your site

2. Click the Profile Icon and select Manage Organization from the resulting drop-down menu:

3. Select Channels from the Conversations heading found in the left-hand menu:

4. Click the Action Menu and then the Edit option for the desired Email channel:

5. Edit the fields as necessary:

   • Channel Name and Address: The name of the email channel

     • Channel Name: The name of the channel

       Note:

       It is recommended that you name a Channel for its intended purpose (that is, General, Community Events, Parks, and other use names).

     • Email Address: The email address for this channel

   • Setup Auto-Forwarding

     Note:

     If you choose to use an email address with a custom domain, you will need to set up auto-forwarding with your email provider. A Conversations channel focuses primarily on Microsoft Outlook and Gmail, but other providers can support auto-forwarding so that incoming emails to your custom domain route to Conversations.

   • Specify Outbound Display Name: Specify the name you would like to be seen on all outbound emails

     • Use Organization or Staff Member's Name: Select the desired sender display name of the staff member or your current organization.

     • Use Custom Name: Manually input the display name for outbound emails.

   • Additional Settings

     • Auto-Response Enabled: Check this box to enable automatic responses to incoming messages for this channel

     • Auto-Response for New Incoming Emails: The response that you would like to be automatically sent to all new incoming emails for this channel

     • Auto-Assignment: The email for the staff member who will be the primary assignee for this Channel

     • Blocked Emails: Add any emails that you want to be blocked from sending messages to this channel.

       Note:

       Each email address must be separated by a comma.

6. Click the Save button:

Short Messaging Service (SMS) Channel

Editing an SMS (text message) channel allows the modification of the Channel Name, Message Service Sid, Phone Number Blocklist, and the enabling and setup of Auto-Response and Auto Assignment.

Edit SMS Channel Instructions

1. Click the Profile Icon and select Manage Organization from the resulting dropdown menu:

2. Select Channels from the Conversations heading found in the left-hand menu:

3. Click the Action Menu and select the Edit option for the desired SMS channel:

4. Complete the information fields as needed:

   • Channel Name: The name of the channel

     Note:

     It is recommended that you name a Channel for its intended purpose (that is, General, Community Events, Parks, and other use names).

   • Phone Number Block List: Add any phone numbers that you want to be blocked from sending messages to this channel.

     Note:

     Each phone number must be separated by a comma.

   • Auto-Response Enabled: Check this box to enable automatic responses to incoming messages for this channel.

   • Auto-Response For New Incoming SMS Messages: The response that you would like to be automatically sent to all new incoming SMS messages for this channel

   • Auto Assignment: The email for the staff member who will be the primary assignee for this channel

5. Click the Save button:

Agent Channel

Editing an Agent channel allows the modification of the Channel Name.

Edit Agent Channel Instructions

1. Sign in to your site

2. Click the Profile Icon and select Manage Organization from the resulting dropdown menu:

3. Select Channels from the Conversations heading found in the left-hand menu:

4. Click the Action Menu and select the Edit option for the desired Agent channel:

5. Edit the Channel Name:

   Note:

   It is recommended that you name a Channel for its intended purpose (for example, General, Community Events, Parks, and other like names).

6. Click the Save button:

Internal Channel

Editing an Internal channel allows the modification of the Channel name.

Edit Internal Channel Instructions

1. Sign in to your site

2. Click the Profile Icon and select Manage Organization from the resulting dropdown menu:

3. Select Channels from the Conversations heading found in the left-hand menu:

4. Click the Action Menu and then the Edit option for the Internal channel:

5. Edit the Channel Name:

   Note:

   It is recommended that you name a Channel for its intended purpose (for example, General, Community Events, Parks, and other like names).

6. Click the Save button:

CivicPlus Chatbot Channel

Editing a Frasebot channel allows the modification of the Channel Name, Email Address, and enabling and setting up of Auto-Assignment.

Edit CivicPlus Chatbot Channel Instructions

1. Sign in to your site

2. Click the Profile Icon and select Manage Organization from the resulting dropdown menu:

3. Select Channels from the Conversations heading found in the left-hand menu:

4. Click the Action Menu and then the Edit option for the Frasebot channel:

5. Complete the following informational fields:

   • Channel Name: The name of the channel

     Note:

     It is recommended that you name a Channel for its intended purpose (for example, General, Community Events, Parks, and other like names).

   • Auto-Assignment: The email for the staff member who will be the primary assignee for this channel

   • Companion Email Channel: The email that users will see when receiving responses from this channel

6. Click the Save button: