Introduction

What is the Custom Support Channels function and how do you configure it?

What is Zivver Custom Support Channels

When guest users try to open their Zivver message, they need a verification code (SMS/Access Code). Sometimes, a guest user does not know or cannot receive the correct code. For example, if the phone number has changed, they cannot receive the SMS code.

With Custom Support Channels, you can show the communication details of your organization to your Zivver guests. They can then use those details to contact your organization directly.

Guest users can choose one of your contact channels for assistance:

• Email notification to the sender of the Zivver message
• Help Center or FAQ page of your organization
• Phone support contact of your organization
• Email support contact of your organization

Configure Custom Support Channels

1. Log in to the Zivver WebApp.
2. Click Organization Settings.
3. Expand Recipient experience.
4. Click Customer support channels.
5. Select the options you want to use, and fill in the required details for each option:
   • Email notification to the sender: The sender will receive a notification and can manually update the recipient verification method.
   • Help Center or FAQ page: Share a link to your Help Center or FAQ page where you explain how guest recipients can open Zivver messages.
   • Phone support contact: Share the phone number of your support department that guest recipients can call with questions about opening the Zivver message.
   • Email support contact: Share the email address of your support department that guest recipients can use for questions about opening the Zivver message.
6. Click Save.

Info

You must select at least one option.

Info

You must include http:// or https:// in a URL.

Result

The configuration results in a guest screen where guests can choose how to contact your organization. See the figure below.