Personal and shared expert channels
Learn the difference between your personal expert channel and shared expert channels.
Short answer: your personal channel holds questions only you see and answer. A shared channel groups several experts around a topic. Sarrai picks the best-fitting channel herself and asks her question to all members, and whoever answers first wins.
The difference
My channel is personal. Only you see and answer these questions. Handy for knowledge that really sits with you.
Shared channels revolve around a topic, for example Delivery & Returns. Several colleagues sit in a channel like that. When Sarrai asks a question in a shared channel, all members see it, and the first to answer helps the customer further. That way a question doesn't sit unanswered just because one person happens to be away.
How Sarrai chooses
Sarrai decides for herself which channel best fits a question. She does that based on the name and the description of each channel, so the description isn't decoration but a routing instruction ("questions about billing, subscriptions, and payments"). A vaguely or emptily described channel gets chosen less often, or not at all. The more focused your channels are organised, the better that choice.
Two things to know. My channel at the top isn't a real channel; it's the view of questions assigned personally to you. And a channel with no members is skipped by Sarrai: it never catches a question until you add people to it.
Also searched as
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See also
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