How do I update the contact options in the Impact Support Center?
As an Impact admin, you can manage the support channels and routes available based on a user’s role, the time of day, and the day of the week.
Note: Tier 1 email routing is managed automatically and does not need to be manually set up in the Impact UI. If you'd like to manage email responses for local (non-Tier 1) support, you can add those email addresses. Additionally, Tier 1 chat and phone options can be manually configured in the UI if needed.
Open Support
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In the Navigation menu, click the Support link.
Open Design, Routing and Availability
In the Support page, click the Customization dropdown menu [1]. Then click the Design, Routing & Availability link [2].
Expand Contact Option
Available contact options are listed in the Contact Options sidebar [1]. To view management options for a contact option, click the option Expand icon [2].
From the Contact Options sidebar, you can copy or delete the contact [3].
View Management Options
The Publish/Unpublish icon indicates the option's Support Center visibility [1].
To duplicate the contact option, click the Duplicate icon [2].
To delete the contact option, click the Delete icon [3].
To view and edit the contact option details, click the option Expand icon [4].
Edit Contact Option
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You can edit the the contact information [1] and availability options [2].
To reset the option and remove your edits, click the Reset option [3].
To save and unpublish the option, click the Save & Unpublish button [4].
To save any changes, click the Update button [5].
View Unpublished Contact Option
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When a contact option is unpublished, it displays an Unpublished icon [1].
To update a contact option without publishing it, click the Save as Draft button [2].
To publish the option and make it visible in the Support Center, click the Publish button [3].