Canvas Guides (English)ImpactImpact Guide Support Request Routing and AvailabilityHow do I set up contact options in the Impact Support Center?

How do I set up contact options in the Impact Support Center?

The Impact Support Center allows users to be funneled to the appropriate help desk channel depending on their role and the time of day.

Open Support

Access Support

In the Navigation menu, click the Support link.

My Support Center

My Support Center

In the My support Center page, click the Routing & Availability link.

Create Routing Option

Create Routing Options

The Contact Options section displays the available routing options: Email, Call, and Chat.

Click the option's Expand icon [1], then click the Create Routing Option button [2].

Enter Email Routing Details

Fill out Routing Option

To create an email routing option, enter the contact title in the Title field [1].

Enter the contact email in the Email Address field [2].

To choose who the contact option is for, click the Assign to field [3].

To set the contact hours, click the Add available time link [4] .

To have set unavailable  hours, click Add unavailable date link [5].

To save this for later and leave it unpublished, click Save as Draft [6].

To save the changes made, click the Publish button [7].

Enter Call Routing Details

Enter Call Routing Details

To create a phone call routing option, enter the contact title in the Title field [1].

Enter the contact phone number in the Phone Number field [2].

Enter the receiver email address in the Email Address field [3].

To assign the help option to a specific audience, click the Assign to drop-down menu [4]. Then select the applicable options.

To set the contact hours, click the Add available time link [5].

To have set unavailable  hours, click Add unavailable date link [6].

To save this for later and leave it unpublished, click Save as Draft [7].

To save the changes made, click the Publish button [8].

Enter Chat Routing Details

Enter Chat Routing Details

To create a chat routing option, enter the contact title in the Title field [1].

To select the chat type, click the Chat Client Type drop-down menu [2]. Select either an HTML Embed or a URL client type

Enter the embed code in the Paste your embedded code below field [3]. If you selected the URL type, you can enter the URL and select to open the link in a new window.

To assign the help option to a specific audience, click the Assign to drop-down menu [4]. Then select the applicable options.

To set the contact hours, click the Add available time link [5].

To have set unavailable  hours, click Add unavailable date link [6].

To save this for later and leave it unpublished, click Save as Draft [7].

To save the changes made, click the Publish button [8].