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
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].
Open Routing & Availability
Click the Routing & Availability tab.
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
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View Unpublished Contact Option
When a contact option is unpublished, it displays an Unpublished icon [1].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].
