Overview: Channels in Chat (Edify App)

Edify App > Chat > Overview: Channels in Chat (Edify App)

This article provides an overview of public and private channels in Chat in Edify App.

In this article

Overview

In Chat, you can create both public and private channels. Public channels are open to all users in your organization’s account, while private channels are closed conversations between a specific set of users.

Once a channel has been created, the access level is not reversible. If a channel is set to “private”, it will always be a private channel.

You can update other specific settings for both private and public channels under the channel’s settings. For private channels, users can add or remove users, change the name, modify the conference settings, mute notifications, or archive it. On the other hand, public channels are always open to all users on your account, so you can’t add or remove specific users; however, you can edit the name, modify the conference settings, mute notifications, or archive a public channel.

Note that, once a channel has been archived, it is permanently deleted and therefore no longer accessible to anyone who previously had access to it.

Visual breakdown

A. Private Channel: A private channel is marked by a lock icon and is only accessible to the users added to it. You can edit and view channel information under channel settings. To make a private channel public, it’s best to archive the private channel and then create a new channel with the access level set to public. Also, private channels include a specific set of users, so you can view all the users in the channel by opening the channel user list, which is viewable to you once you select the channel.

B. Public Channel: A public channel is marked by an octothorpe (or hashtag) symbol and is accessible to all users on the account. Because all users have access to these channels, a channel user list is not available. You can modify some settings of a public channel. Under the channel’s settings, you can change the channel’s name, conference settings, mute notifications, or archive it, but you can’t add or remove users. Like private channels, you can’t change the channel from public to private. To make a public channel private, it’s best to either create a new channel that is set to private.

C. Channel User List: This list displays all of the users who have access to the selected private channel. Here you can see a high level overview of a user’s availability, queue status, and on the phone status. To open the channel user list, click the caret to the left of the channel’s name shown above the messaging area.

D. Channel Settings: This button opens the channel settings workspace. For both public and private channels, this is where you can rename, modify conference settings, mute notifications, or archive the channel. For private channels, this space also includes the members list where you can add or remove members from the channel.

a. The Mute Channel toggle is where you enable or disable push notifications for the channel. When this toggle is enabled (green), you don’t receive push notifications for new messages in that channel. When the toggle is disabled (red), then you do receive push notifications when a member of the channel posts a message to it.

E. Profile Details: You can access a user’s profile details in two ways, either open the channel user list and click on the user, or, click on a user’s profile picture in a channel conversation. This panel displays important profile details that the user themselves under call settings or your administrator can configure these in Console under the Basic user settings container of the Users menu. When this panel is opened, it displays the following information: the user’s profile picture, name, and statuses (availability and queue). In addition, the profile details panel displays the user’s title, email, extension, direct manager, and mobile phone number.