Create a new channel or update an existing channel for your custom chat integration. Channels are defined in the Messaging Channels [sys_cs_channel] table.

Before you begin

Activate the Glide Virtual Agent plugin (com.glide.cs.chatbot) if it's not already activated. This plugin automatically activates the Conversational Custom Chat Integration plugin (com.glide.cs.custom.adapter) for custom chat integrations.

Note: The Conversational Custom Chat Integration Framework (CCCIF) uses Integration Hub. Transactions count against your Integration Hub quota.

Role required: admin

Procedure

  1. Navigate to All, and then enter sys_cs_channel.list in the navigation filter.
  2. On the Messaging Channels page, click New.
    Alternatively, select an existing channel to open it.
  3. On the form, fill in the fields.
    FieldDescription
    Name Name of your channel, such as Mobile App or SMS.
    Opted in all topics by default Option to make all topics available in this channel.
    Enable Notifications Option to turn notifications on or off on this channel.
    Live Agent Only Option to initiate conversations with live agents, bypassing the Virtual Agent bot.
    Store app page link This field should be left empty.
    Type Channel type.
    • Chat: Standard chat experience
    • Messaging: Long-running conversation
    • Phone: Phone (audio) conversation
    • Walk-up: In-person conversation
    Conversation Idle Timeout

    Number of seconds that abandoned Virtual Agent and Agent Chat conversations remain open in the channel, after the requester's last response.

    This channel-specific value overrides the following settings:
    • Default idle conversation timeout value, which is 7200 seconds
    • Idle conversation time-out value set through the com.glide.cs.conversation_idle_timeout system property to override the default timeout value
    For more information about conversation idle timeouts, see Closing Virtual Agent and Agent Chat conversations.
    Secure Option for the channel to be secure to support handling of sensitive data such as passwords.
    Support typing indicator Option to display typing indicators for this channel. Flag applies to both agent and bot indicators.
    Icon This field should be left empty.
  4. Click Submit.

What to do next

Configure a provider for your custom chat integration