📖What it means

The route a message travels between a person and an agent — WhatsApp, web chat, email, the CLI. The channel decides who can be identified and what may be sent, so a message that is fine on one may be refused on another.

📖Easily confused with

[{"term": "Lane", "distinction": "A channel carries a conversation; a lane carries WORK through the pipeline."}, {"term": "Tier", "distinction": "A channel is how someone reaches an agent; a tier is what they are allowed once there."}]

📖Also called

- medium
- surface
- route in

📖Filed under

Category: general.

Service: Agent and Human Resources.