Collect calls and chats in a single flow. In this guide, you’ll learn how to connect response groups and web chats to the Contact Center.

Prerequisites

• All agents in a response group must have the Contact Center Agent license.
• You need administrator privileges to connect channels.

Channels that can be connected

• Response groups
• Web chats
• Email channels

Response Groups

To connect a response group to the Contact Center, all agents in the group must have the appropriate license.

1. Create a response group

Open Response Groups and select Create a new response group. Follow the guide.

2. Connect the response group to the Contact Center

1. Click the gear icon and open Organization Settings.
2. Select Contact Center and then Response Groups.
3. Go to the response group settings for the group you want to connect.
4. In the Cases section, click Connect to Contact Center.

💡 Tip: All agents in the group must have the Contact Center Agent license before connecting.

3. Set when cases should be created

Select when a response group call should generate a case:

• When a call is answered
• When a callback is requested
• For missed calls (for example, early hang-up, voicemail, or forwarding)
• For bounced calls (can be configured for voicemail or forwarding)

If you use Call Recording or Conversation Intelligence, the recording or transcription will automatically be added to the case.

4. Case monitoring

Enable monitoring to follow up on cases and receive inbox notifications.

• Auto-follow cases where a colleague is @mentioned
• Auto-follow your assigned cases
• Auto-follow unassigned cases

5. Follow-up and case sync

• Mark calls as followed up when a case is closed in the Contact Center
• Automatically close cases when a call is followed up in the response group

6. Disconnect from the Contact Center

When a response group is disconnected:

• No new cases will be created
• Existing cases will be deactivated

Web Chats

You can also connect web chats to the Contact Center to manage customer conversations directly in the case view.

1. Create a web chat

Open Web Chats and select Create a new web chat. Follow the guide.

2. Connect the web chat to the Contact Center

1. Click the gear icon and open Organization Settings.
2. Select Contact Center.
3. Click the web widget you want to connect.
4. Under Content, select the web chat you want to link.
5. Click Save.

Email Channels

Manage incoming emails as cases in the Contact Center. The channel is created in the Contact Center when you follow the guide for creating an email channel, so no separate connection is required.

1. Create an email channel

To create a new email channel, follow the guide here. The channel will then automatically be added to the Contact Center.

2. Create an email address

The channel will then automatically be added to the Contact Center; follow the guide here.