ACD Channels

A channel A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. is the method that agents and contacts use to communicate, such as chat, email, or voice. ACD channels are separate from digital channels. Where digital channels use routing queues, ACD channels use skills. Each skill only delivers contacts through one channel.

Setting up a channel is a different experience for each media type. See the following pages for instructions that are specific to the ACD channel you're creating:

• Set Up Chat
• Set up Email
• Personal Connection
  • Set Up Agentless Proactive Voice Dialing
  • Set Up Agent Proactive Voice Dialing
  • Set Up Agentless Proactive SMS
  • Set Up Agentless Proactive Email
• Set Up SMS Messaging
• Set Up Inbound Voice
• Set Up Manual Outbound Voice
• Set Up Voicemail
• Set Up Work Items