Getting Started

This section introduces ChannelX and walks you through the fundamentals of running customer conversations — from understanding what the platform is, to handling your first message, to mastering the everyday agent toolkit.

Work through the pages in order if you're new. By the end you'll be comfortable running a support shift in ChannelX.

1. What is ChannelX? — the platform, channels, and inboxes explained.
2. Your First Conversation — how a customer message becomes a conversation, and how to reply.
3. Dashboard Basics — the layout, conversation list, statuses, and views.
4. Core Features — private notes, canned responses, labels, macros, and conversation actions.
5. Working with Customer Context — contacts, custom attributes, bulk actions, and saved filters.
6. Automation & Routing — business hours, auto-assignment, automation rules, and SLAs.
7. Reports & Metrics — the reports ChannelX offers and how to read them.