In this second part of our Administrator guide to GeckoChat, we look at how to set-up new channels and add teams of agents to use our account. 

(if you missed part 1, click here.)

Not an Administrator? Click here for our guide on getting started for Agents.

Creating channels and adding your team

With our integration and custom fields now in place, it's time to start adding channels, and users to man them!

To begin adding channels head to Settings > Channels and click +Add New in the top-right corner. 

Chat supports a wide range of channel types:

  • Live Chat - This creates a widget on your webpage that can be used to converse in real-time with visitors. 
  • Facebook -  Any messages sent to your Facebook page will be pushed through to Chat.
  • SMS - Send and respond to any SMS enquiries directly through Gecko. 
  • Twitter - Any direct messages (DM's) sent to your Twitter account will be sent to your Chat inbox.
  • Email - Receive and send emails via one centralised shared inbox. 
  • WeChat - Respond directly to any enquiries through the immensely popular messenger service, WeChat. 

There is no limit to the number of channels you can create so have a play around with the different channel types. (As a related but wholly optional aside, you can see how agents can cycle, mid-conversation, between different channels by clicking here.)

For the purposes of this guide, go ahead and create an Email channel. Click here for a super short article on how to set this up. I'm setting up my channel as follows:

Channel Title: International Recruitment email address
Sending email address: international@geckouniversity.com
Sender name: International Recruitment


Now feel free to experiment with whatever channels you'd like. 

Once you're happy with your set-up, it's time to inject some life into your account by adding users. 

Navigate to the Agents tab on the top navigation bar. Once here, click +Invite Agent in the top-right corner. 

Specify the name of your new agent, as well as the email address to which you'll send their invitation. You're able to choose from one of three levels of user in the Agent Type field. Finally, hit the Send Invite button. This will send an email to your agent, providing them with a link to set their GeckoChat password, before allowing them to log in for the first time.

It's important to note that, as an Administrator, you have the power to limit conversations that your agents are able to view. 

Navigating to Agents > {agent name} > Edit Agent Details > Conversation View Restriction allows you to toggle between allowing agents to see all conversations, or only the conversations assigned to them. You're also able to amend their details, reassign their teams and change any notification preferences here.

Once you're happy with your roster of agents, it's time to add some Teams. These allow us to segment agents to allow for easy management, intelligent conversation assignment, detailed analytics and more.

Head to Agents > Teams, before clicking +Add New in the top-right of the screen. 

Give your team a name and then add as many users to your team as you'd like by using the + symbol next to each agents name to add. Once added to the team, a user will have a green tick icon to the right of their name. Clicking this once will remove them. 

Go ahead and add an 'International Recruitment' team. We'll use this team to manage the email channel we made a few moments ago. (We'll cover how to set this up in the next article!)

Let's quickly recap. Over the course of two short guides, you've set up your integration with your CRM and mapped it to Custom Fields in Gecko, created your channels for conversing with students and have added agents and teams. We're nearly ready to go live! 

In the next article, we'll look at setting up powerful automation to assign conversations and intelligently govern our account.


Any questions? Feel free to start a live chat with a member of our support team or explore the rest of our academy at your leisure.

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