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I added new sources, what is left to do?

After you've added new sources, you have to update the filtering settings related to the sources in the Admin mode.

Primarily, to allow the agents to start processing the messages coming from these sources, make sure to check the following elements:

Then, according to your settings, customize:

Agents permissions

As long as the agents do not have the permission to read and reply to the new sources, they cannot see or process any messages coming from these sources.


For further information, read Agents>Configuring an Agent's profile>Editing permissions section of the Administrator guide.


To bulk edit the agents' permissions, watch our video tutorial.


Categories

Parent categories may be restricted to some sources only. If this is the case for your new sources, complete the « Selected sources » field of the categories concerned.

For further information, read Categories>Edit categories section of the Administrator guide.


Folders

Folders may be created based on queries on sources (source: <source name>). If it is the case for your new sources, complete the « Query »  field of the folder concerned to let the message coming from the new sources be displayed in Folders View.

For further information, read Folders>Edit or delete folders section of the Administrator guide.


Channels (if agents work in Tasks View)

Only messages from sources added to a channel can be processed in Tasks View. To import messages from the new sources in Tasks View, complete the « Sources » field of the channel concerned.

For further information, read Push mode>Channels>Modifying a channel section of the Administrator guide.


Reply assistant

The reply assistant entries may be restricted to some sources only. If it is the case for your new sources, complete the « Sources » field for the entries concerned to let them be displayed in the reply assistant when the agents reply to messages from these sources.

For further information, read Reply assistant>Edit Reply assistant section of the Administrator guide.

 

Surveys

Sending a survey may be restricted to some sources only. If it is the case for your new sources, complete the « Selected sources » field of the survey concerned, in order to send the survey to these sources.

For further information, read Surveys>Edit a survey section of the Administrator guide.


ICE

The application of ICE models  may be restricted to some sources only. If it is the case for your new sources, complete the « Sources » field of the model concerned to let ICE categorize or archive automatically the messages imported from these sources.

For further information, read ICE> Add ICE Routing or ICE Filtering>Edit ICE and See Statistics Results section of the Administrator guide.


Business hours

The application of Business hours entries may be restricted to some sources only. If it is the case for your new sources, complete the « Sources »  field to apply the entry to these sources.

For further information, read Business hours>Configure business hours section of the Administrator guide.


Email templates

The use of Email templates can be restricted to some sources only. If it is the case for your new sources, complete the « Sources » field of the template concerned.



Data purging (with active extension only)

The data purging is performed only on the sources selected in the « Sources » field of the extension’s settings. To schedule the data purging on the new sources, complete the field.


For further information, read Extensions>Data purging section of the Administrator guide.


Rules engine (with active extension only)

The application of some rules of the rules engine can be restricted to some sources only. If it is the case, complete the « Only for sources » field in the rules concerned to make sure that the rule will be applied on messages coming from these sources, only if they meet all the necessary conditions.

For further information, read Rules Engine>Configure rules engine section of the Administrator guide.

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