Guides

Frontline Channels — Complete User Guide

1. Channels List Page

Path: Settings → Frontline → Channels

What it does

The Channels page shows all the communication channels your team uses to talk with customers. Each channel can have its own members, forms, surveys, response templates, pipelines, and integrations.

What is on the page

At the top:

• Filter — Use this to search or filter channels.
• 14 records found — Shows how many channels exist.
• + Create channel — Button to create a new channel.

• 

The table columns:

• TITLE — The name of the channel.
• DESCRIPTION — A short explanation of the channel.
• MEMBERS — How many team members are in the channel.
• PIPELINES — Number of ticket pipelines.
• FORMS — Number of forms connected to the channel.
• TEMPLATES — Number of response templates.
• INTEGRATIONS — Connected apps like Messenger, Facebook, Instagram, etc.
• STATUS — Active or inactive.
• CREATE — When the channel was created.

2. How to Create a Channel

1. Click + Create channel at the top right.
2. A Create channel panel opens on the right side.

Fields to fill:

• ICON — Choose an icon for the channel.
• NAME — Enter the channel name. Example: test by temuulen
• DESCRIPTION — Add a short description. Example: hi, test channel
• MEMBERS — Click the dropdown and select team members to add.

1. Click Create at the bottom.
2. The new channel appears in the list.

3. 

3. Channel Detail Page

Path: Click on a channel name from the list.

What it shows

At the top you see:

• The channel name, for example test by temuulen.
• Editable fields: ICON, NAME, and DESCRIPTION.
• An Update button to save changes.

Below that, you can manage different parts of the channel:

Manage channel members

• Shows how many members the channel has.
• Click to open the members page.

Manage ticket pipelines

• Shows how many pipelines exist.
• Used to organize customer support tickets.

Manage channel forms

• Shows how many forms exist.
• Forms are used to collect information from customers.

Manage channel surveys

• Shows how many surveys exist.
• Surveys are used to ask questions and collect feedback.

Manage channel response templates

• Shows how many saved responses exist.
• These are quick replies your team can use.

Integrations

At the bottom, you can connect communication tools such as:

• erxes Messenger — Chat widget on your website.
• Facebook Messenger — Connect Facebook messages.
• Facebook Post — Manage comments on posts.
• Instagram Messenger — Instagram Direct messages.
• Instagram Post — Instagram comments.
• Discord — Discord channel messages.
• Call — Phone calls.
• Call Pro — Advanced phone system.
• Email — Receive emails as conversations.

• 

4. Manage Channel Members

Path: Channel detail → Manage channel members

What it does

This page shows all team members who belong to the channel.

What is on the page

• A table with columns: MEMBER and ROLE.
• Example: Temuulen(SM) Tserenchanaa with role Admin.
• + Add members button to invite more people.

To add members:

1. Click + Add members.
2. Select the users you want.
3. Assign a role if needed.
4. Save.

5. Manage Ticket Pipelines

Path: Channel detail → Manage ticket pipelines

What it does

Pipelines help you organize customer support tickets into stages, like "New", "In Progress", and "Resolved".

What is on the page

• If empty, you see: No pipelines yet.
• Text: "Get started by creating your first pipeline to organize and manage your workflow processes."
• + Create pipeline button.

To create a pipeline:

1. Click + Create pipeline.
2. Enter a Pipeline name.
3. Add a Description if needed.
4. Click Create.

6. Manage Channel Forms

Path: Channel detail → Manage channel forms

What it does

Forms let you collect information from customers. For example, a contact form or feedback form.

What is on the page

• If empty: No forms found.
• Text: "Create a form to start collecting data."

• + Create form button.

  

7. How to Create a Form (Step-by-Step)

Click + Create form. The form builder has 4 steps.

Step 1 — General

• TITLE — Name of the form. Example: title
• DESCRIPTION — Short description.
• PRIMARY COLOR — Choose the main color.
• APPEARANCE — Choose between Iframe or Messenger.
• LOAD TYPE — Choose Embedded or Popup.
• BUTTON TEXT — Text on the submit button.
• CHANNEL — Select which channel this form belongs to.

Click Next step.

Step 2 — Callout

This is the introduction screen before the form.

• Skip callout — Toggle to skip this screen.
• TITLE — Callout title.
• BODY — Callout message.
• BUTTON TEXT — Button text to start the form.
• IMAGE — Upload an image.

Click Next step.

Step 3 — Content

This is where you add the actual form fields.

• Click + Add Field to add questions.
• You can also click + Add Step to split the form into multiple pages.

Click Next step.

Step 4 — Confirmation

This is the message shown after the form is submitted.

• TITLE — Example: title
• DESCRIPTION — Example: description
• IMAGE — Upload an image.

Click Update form to save.

8. Manage Channel Surveys

Path: Channel detail → Manage channel surveys

What it does

Surveys let you ask customers questions inside messenger conversations.

What is on the page

• If empty: No surveys found.
• Text: "Create a survey and send it into a messenger conversation."

• + Create survey button.

  

9. How to Create a Survey (Step-by-Step)

Click + Create survey.

Step 1 — General

• TITLE — Name of the survey. Example: test2
• BRAND — Select which brand this survey belongs to.

Click Next step.

Step 2 — Content

Add the questions for your survey.

• STEP — Name the step. Example: Step 1
• QUESTION — Example: How are you?
• OPTIONS — Add answer choices. Example: good, bad
• Click + Add option to add more choices.
• ALLOW MULTIPLE ANSWERS — Toggle if users can select more than one answer.
• Click + Add Step to add more questions.

Click Next step.

Step 3 — Confirmation

• DURATION — Choose when the survey ends. Example: No end date.
• Review the survey steps and questions.

Click Create survey.

After saving, the survey appears in the list with details:

• Name, question, steps, status, created by, survey sent count, created date.

• 

10. Manage Channel Response Templates

Path: Channel detail → Manage channel response templates

What it does

Response templates are saved messages your team can quickly send to customers.

What is on the page

• If empty: No responses yet.
• Text: "Get started by creating your first response."
• + Create response template button.

To create a template:

1. Click + Create response template.
2. Enter a NAME.
3. Enter the CONTENT of the message.
4. Click Create.

5. 

11. Channel Integrations

Path: Channel detail → Integrations section

What it does

Integrations connect external messaging platforms to your channel.

Available integrations

• erxes Messenger — Website chat widget.
• Facebook Messenger — Facebook private messages.
• Facebook Post — Comments on Facebook posts.
• Instagram Messenger — Instagram Direct messages.
• Instagram Post — Comments on Instagram posts.
• Discord — Discord server messages.
• Call — Phone call handling.
• Call Pro — Advanced PBX call system.
• Email — Team inbox email address.

• 

12. How to Add an erxes Messenger Integration

This is a 6-step setup.

Step 1 — Appearance

Customize how the messenger looks.

• Brand Color — Main brand color.
• Text Color — Text color.
• Background Color — Background color.
• Logo — Upload a logo for the messenger header.
• Launcher Logo — Upload the floating chat button icon.
• Hero Style — Choose background style: Glossy, Aurora, Mesh, or Flat.
• Navigation Bar — Choose style: Pill or Fluid.

Click Next step.

Step 2 — Greeting

Set up the greeting screen.

• Greeting Title — Example: Test1
• Greeting Message — Example: greeting from temuulen
• Supporters — Select support team members.
• Social Links — Add links to social media.

You can see a live preview on the right.

Click Next step.

Step 3 — Intro

Set up automatic messages.

Online Messaging:

• Welcome Message — Example: welcome to my chat greeting from temuulen

Offline Messaging:

• Away Message — Example: sorry we are away from message
• Thank You Message — Example: thank you for choosing our system

Click Next step.

Step 4 — Hours Availability

Set when the messenger is online.

• Turn online/offline manually or Set to follow your schedule.
• Visible online to visitor or customer — Toggle visibility.
• Response Rate — Choose expected reply time: A few minutes, A few hours, or A few days.
• Timezone — Example: (GMT+08:00) Ulaanbaatar Standard Time.
• Display operator timezone — Show operator's timezone.
• Hide messenger during offline hours — Hide widget when offline.

Click Next step.

Step 5 — Settings

General messenger settings.

• Default Language — Example: English.
• Require authentication — Ask visitors for email and phone.
• Show chat — Show or hide the chat section.
• Show launcher — Show or hide the chat button.
• Force logout — End session when operator resolves conversation.
• Notify customer — Send email when operator responds to offline customer.
• Show video call request — Allow video call requests.

Click Next step.

Step 6 — Config

Final integration setup.

• Name — Example: test
• Brand — Select the brand for this integration.

Optional sections you can expand:

• Bot Setup
• Ticket Config
• Knowledge Base Topic

Click Save to finish.

Summary

The Channels section is where you manage all customer communication channels. You can:

1. Create and name channels.
2. Add team members.
3. Build ticket pipelines.
4. Create forms to collect customer data.
5. Create surveys to ask questions.
6. Save response templates for fast replies.
7. Connect integrations like Messenger, Facebook, Instagram, Discord, Call, and Email.