Plan requirement
| Subscription | Any plan |
| Access | Admin |
Every channel is a promise. Opening five at once means five promises with one team, and customers notice which are not kept.
What goes wrong
- Live channels beat asynchronous ones for attention. A chat that pings wins over an email sitting in a queue, so email response times quietly get worse the week chat opens.
- Nobody agreed who covers what. Everybody assumes somebody is watching the new channel.
- Expectations differ per channel and nobody told the customer. A chat widget implies seconds; the team is answering in twenty minutes.
- The configuration is unfinished on four of them. Routing, business hours, out-of-hours messages: each channel needs its own and only the first one got attention.
The order that works
| First: email | End to end: address, authentication, triggers, routing. Get one channel genuinely right. |
| Then: the help centre | It reduces volume on everything else. |
| Then: one live channel | Whichever your customers use. |
| Then: the rest | If there is still demand once the first three work. |
Closing one is harder than opening it
Customers who found you on a channel keep using it, and withdrawing it reads as a reduction in service however carefully you explain it.
Ask one question before adding a channel. Who is answering it, during which hours, and what does the customer see outside those hours? If you cannot answer all three, the channel is not ready.
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