Choose where customers reach you
Every way customers start a conversation, where your team replies, and where each one is set up.
Every conversation lands in the same inbox, answered by the same agent, with one row per person in Customers. The Channels tab sets them up.
| Channel | Customers can start a conversation | Team replies from | Set up at |
|---|---|---|---|
| Widget | Yes, from the launcher on your site | The inbox, or a mirror thread | Channels → Widget, with your developer. See Install the widget |
| Help center | Yes, from the support page of your public site | The inbox, or a mirror thread | Site |
| Yes, by writing to your support address | The inbox, or a mirror thread | Channels → Email | |
| Discord tickets | Yes, with the ticket panel button | The inbox, or a mirror thread | Channels → Discord, under Server |
| Discord mirror | No | The mirror thread, or the inbox | Channels → Discord, under Mirror |
| Slack mirror | No | The mirror thread, or the inbox | Channels → Slack |
A reply goes back the way the customer came in. An email conversation gets an email, a Discord ticket gets a message in its channel, and a widget or help center conversation gets the reply in the chat.
Channels → Widget opens the tab. It shows the install steps and links to your keys on Settings → API. The support modal, the contact form and the feedback panel are set up in code too. See Components. To build your own front end on the REST API, see Build your own widget.
Who can change them
Admins and owners connect, switch and disconnect integrations. Members see the same pages read only. See Roles and permissions.
Notes, tool runs, tool approvals and pings in Slack and Discord work per person, once each teammate links a chat account. See Reply and approve from Slack or Discord.
When one breaks
Integration problems never show on Home as Needs fixing items. Look here instead:
| Where | Shows |
|---|---|
| Bot online or Bot offline on Channels → Discord and Channels → Slack | Whether Median's bot is connected |
| A system line in the conversation | A reply that could not be emailed, or could not reach Discord |
| Logs, with Type set to Email or Integrations and Status set to Failed | Emails that failed to send or arrive, and Discord and Slack posts that were not delivered. Failed posts are logged at most once an hour for each kind. Admins and owners only |
The fixes are in Fix email problems and Fix Slack and Discord problems.