Creating and managing an expert channel

Short answer: go to the Expert channel and click Manage channels at the bottom (or open Settings, then Expert channels). With New channel you create a shared channel; on an existing channel you use the pencil to edit and the red icon to delete.

Step by step

1. Open the Expert channel and click Manage channels at the bottom left. (Or go straight through Settings, then Expert channels.)
2. Click New channel at the top right to create a shared channel, for example around a topic like Delivery & Returns.
3. Add the experts who are allowed to answer questions in that channel.
4. On an existing channel, change the members with the pencil icon, or delete the channel with the red icon.

Good to know

Sarrai picks the best-fitting channel for a question herself, so a clear breakdown by topic pays off. Give each channel a clear description, because that field steers the AI's choice. And add members right away: a channel with no members is skipped.

Two settings decide whether any of this works at all, and they sit under Chat settings, then Expert channel: the main switch ask a colleague (if that's off, nothing here does anything) and the timeout (two minutes by default, how long Sarrai waits for a colleague before she escalates to a human after all).

Two more things: only an admin can manage channels, and a content manager can be a member and get notifications but can't open the feed, so don't set someone like that as a channel's only member. You'll also find channel management under Administration and settings.

Also searched as

"create a new expert channel", "add experts to a channel", "delete a channel", "where do I manage the expert channels"

See also

• Personal and shared expert channels