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Set up communication channels

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Set up communication channels

Customers interact with customer service agents using several different communication channels: web, email, chat, and phone. Each channel requires some setup and configuration.

All communication with the customer is recorded on the case form in the Activity field and is visible to the customer. This includes phone calls, emails, chat messages, and text messages. Also recorded in the Activity field are any appointments, tasks, or work orders that are created and updated, as well as knowledge articles that are associated with the case.