Channels¶

Channels are shared collaboration spaces where teams discuss work, exchange files, and optionally manage related cases. They are useful for ongoing operational work that involves more than one person.

Channels are listed in the navigation panel. To create a new one, select the + action beside the channel list and choose the type you need.

For channel managers, the key decisions are usually whether the channel should be public or private, whether it needs case management, and which automations such as mail monitoring, rules, or notifications should be enabled.

Channel Manager Workflow¶

1. Create the channel and choose the correct visibility model.
2. Add members and confirm their permission levels.
3. Decide whether the channel is message-only or should also manage cases.
4. Configure mail monitoring, notification templates, rules, and time tasks if the channel will operate as a managed work queue.
5. Review statistics and adjust settings as the channel usage grows.

Channel Types¶

Public Channels¶

Public channels are open group spaces. Users can usually join or leave them more easily, and channel managers can add members directly. In environments where the More action is available, users can join a public channel themselves. If needed, a public channel can later be converted to a private one from the channel menu.

Private Channels¶

Private channels are restricted to invited members only. They are used when discussions and related work should stay visible only to a defined audience. Members can leave and later be invited back, but a private channel cannot be converted back into a public one.

All conversations in a private channel are preserved until the channel is deleted.

Common Channel Actions¶

Open the channel menu to access channel-level actions such as:

• Edit to change channel settings
• Delete to remove the channel
• Manage Members to add members and adjust permissions
• Convert to Private Channel for eligible public channels
• Statistics to review case-related reporting
• Leave Channel to unsubscribe from the conversation

Member Permissions¶

All
Full channel management, including editing, membership changes, statistics, and case management.

Execute
Operational management without the highest level of control.

Read
Basic participation, viewing, statistics access, and limited case actions such as self-assigning unassigned cases when allowed.

Note: The available actions depend on your permission level in the channel.

Case Management¶

Channels can be used only for messaging, or they can also include case management.

When case management is enabled:

• the screen is split between channel activities and case information
• cases can be opened manually or created automatically from email or integrations
• each case receives its own unique number

Case management is disabled by default and must be enabled in the channel settings before these features appear.

For the day-to-day case workflow, see Cases.

General Channel Settings¶

These settings define the basic behaviour of the channel.

Name
The display name of the channel.

Purpose
The description or business purpose of the channel.

Enable Cases
Turns case management on or off.

Enable Time Tracking
Allows users to record time on cases.

Enable Milestones
Allows milestone tracking for cases.

This screen is the main checkpoint for deciding whether a channel stays lightweight or becomes a case-driven workspace.

Mail Monitoring¶

Mail monitoring lets Emakin create or update cases from incoming email messages.

Use these settings carefully, because they directly affect how incoming messages create cases, reopen closed work, or continue existing threads.

When this feature is enabled, Emakin can retrieve the email thread, classify it into the related case, add email contacts to the case contact list, and send case updates back to those contacts.

Key options include:

E-Mail From Address for Mail Notifications
The sender address used for case-related notifications.

Re-Open Cases
Reopens a closed case when a matching new email arrives.

Mail Threading Method
Determines how Emakin decides whether an email belongs to an existing case or should create a new one.

Available threading methods are:

• Look for headers and case number in the subject: continue the case only when both the headers and case number match.
• Look for headers only: continue the case when the email headers indicate it belongs to the existing conversation.
• Look for the case number in the subject, otherwise create a new case: continue the case only when the subject contains the existing case number.

Host / Port / User Name / Password / SSL Enabled
Connection details for the monitored mail account.

Begin From
The starting date from which Emakin should begin reading messages.

Note: Mail monitoring is usually configured by a channel manager or administrator.

Before You Enable Mail Monitoring¶

Confirm these points first:

• which mailbox the channel should monitor
• whether closed cases should reopen automatically
• which threading method best matches your team's email habits
• who should receive the resulting notifications and updates

Notification Templates¶

Notification templates define the emails Emakin sends automatically when case events occur.

These templates matter most when the channel is used for customer communication or service follow-up, where reply timing and wording need to stay consistent.

If a dedicated notification address is configured, Emakin uses that address. Otherwise, it uses the channel address.

Typical events include:

• case opened
• case reopened
• case replied
• case assigned
• reminder due
• milestone breached
• deadline passed
• case closed

Each template can define recipients, subject, content, and reminder timing.

Template fields commonly include:

Recipients
The users or contacts who should receive the notification.

Subject
The email subject line.

Content
The message body sent by Emakin.

Reminders
Additional reminders that are sent if a case is still not closed.

First Reminder
The delay before the first reminder is sent.

Repeating Reminder
The interval used for repeated reminders until the case is closed.

Template Variables¶

You can insert case information into a notification template with variables such as:

Message Signature¶

You can append a reusable signature to notification messages. Signatures support rich text and can include images or case-related variables.

Supported variables include:

Related Processes¶

Some channels allow users to start related processes directly from the case screen.

Is Enabled?
Controls whether the selected process is available in the channel. A disabled process stays configured but does not appear on the case screen.

Process
Defines which installed process can be started from the case screen. The list can include every installed process in the system.

Rules¶

Rules automate case routing and property updates when a case is created.

This is one of the highest-impact configuration areas for channel managers because it controls automatic assignment, deadlines, priorities, and profile updates at case-creation time.

Rules are often backed by a decision table. When a case is created, Emakin evaluates the defined inputs and applies the configured outputs automatically.

Rule Input Columns¶

Input columns specify the properties that Emakin should match against when it evaluates the rule.

Rule Output Columns¶

Output columns define which case properties Emakin should set when a rule matches.

Note: Rules are an advanced configuration area. If you need to change them, coordinate with the person responsible for channel or process administration.

Note: When you update profile data through rules, use the full field path, for example CustomerInfo/Customer/Name.

Time Tasks¶

Time task definitions let users categorise the time they record on channel cases. This helps teams distinguish different types of work when users log their spent time.

Use time tasks when the team needs more meaningful reporting than one generic time bucket.

Webhooks¶

Webhooks connect channels or cases to third-party systems. Emakin generates the webhook URL automatically, and the URL cannot be changed manually.

Webhooks are usually relevant when the channel has to exchange data with third-party systems or custom integrations.

For implementation details, see the developer reference on Channel Webhooks.

Related Pages¶

• Cases
• Channel Statistics
• Direct Messages