Overview of Channels
Channels are all of the available sources of social content processed by your site.
In B2C Service, channels are helpful for routing new incidents to the agent desktop using the Incident.Channel field as a rule condition in business rules.
Traditional channels through which incidents are created and responded to. These include CSS Email (email submitted to a Service mailbox), MA Email (email submitted to an Outreach mailbox), Phone, Fax, Post, CSS Web (Ask a Question), MA Web (created by a campaign or advanced survey), Chat, and Email (responses sent to customers by email). Standard channels are most commonly used to reference incident thread sources that are configured in B2C Service and Outreach, such as mailboxes, chat sessions, and campaign flow actions.
You can edit the name of each channel to suit your business needs.