Control the Display of Channels Used Only for Internal Conversations

You can disable the channels that you don't want to be displayed in the application when an agent composes a response message or captures a customer message.

1. Sign in to Service Center as a setup user or administrator.

2. In the Setup and Maintenance work area, go to the Tasks panel tab.

3. Search for and click the Manage Service Request Channel Type Visibility task.

4. On the Manage Service Request Channel Type Visibility page, if you don't see the channels you want to disable, click Sync on the toolbar of the table.

5. For any channel that you select, you see two rows with different values for Property Name:

   • Enabled for Collaboration: To enable the selected channel to collaborate with internal users to resolve customer issues, set the Property Value for this property name to Yes.

   • Enabled for Customer Interaction: To enable using the selected channel for interaction of your service agents with your customers, set the Property Value for this property name to Yes.

   Note: You can also use the drop-down list in the toolbar for the Property Name field to filter the list by each property name.

6. Set the Property Value to No to disable the selected channel.

   Note:

   • For messages of type Customer Entry and Response:

     • SMS and Slack channels are disabled by default because they aren't supported for customer communications. You can enable or disable the other channels.

   • For internal conversations, only the Email, Microsoft Teams, Slack, Web, and custom channel types that you created are supported. You have the option to disable the channel types that you want to hide when starting an internal conversation. For example, if you don't use Slack in your organization, you can disable Slack for collaboration.

7. Click Save and Close.

   The disabled channels aren't displayed when an agent composes a message.