Channel Analytics lets you collect and analyze customer data across your connected channels. Before data appears in your analytics, you need to add at least one channel.
Ways to Add a New Channel
You can add a new channel in one of two ways:
Go to Managed Channels > Analytics, then click + Add Channel.
Or go to Managed Channels > Manage Channels, then click + Add Channel.
Step 1 — Choose Category
Select the category that matches your channel type:
Social Media
Chats
Ratings
Emails (Upgrade required)
Call Center (Upgrade required)
Website Analytics (Upgrade required)
Click Next to proceed.
Step 2 — Setup Channel
Authenticate a new account or select one that has already been authenticated. The table below shows the available platforms per category:
Category | Available Platforms |
Social Media | X Platform, Facebook, Instagram, LinkedIn, TikTok |
Chats | Intercom, WhatsApp |
Emails | Gmail |
Ratings | Google My Business |
Call Center | Genesys |
Note: Steps 3 and 4 below apply only when adding a Chats channel.
Step 3 — Bot Configuration (Chats only)
Select whether you use a chatbot:
Yes, I use a chatbot — Enter your Bot to human handover message in the text field, then press Enter.
No, I handle conversations manually — No additional setup required.
Click Next.
Step 4 — Session Settings (Chats only)
Define the inactivity timeout thresholds for chat sessions:
Customer doesn't reply to the agent in — Set the time after which the session is considered inactive from the customer's side.
Agent doesn't respond to the customer in — Set the time after which the session is considered inactive from the agent's side.
Click Add Channel to confirm.
After Adding a Channel
Once added, the channel appears in the Manage Channels list with the following details: Account Identifier, Channel, Category, Creator, Authenticated By, and Status.
Your data will begin appearing in the corresponding analytics section under Managed Channels > Analytics.