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What this does

Use this guide to organise messaging channels, inbox topics, response ownership, and AI-assisted replies without mixing them up with survey campaigns.

Current access and functionality

• Verified against the current impact-web, impact-client, and impact-marketplace code on 2026-05-07.
• Channel and Inbox are available in impact-web when the workspace has the Channel entitlement.
• Workspace owners and admins manage channel accounts, inbox topics, and AI settings.
• Staff may handle inbox conversations where their role and assignment permit it.
• Channel/Inbox configuration is separate from survey campaign setup.

Topic structure

• Use topics that match how messages are routed or resolved.
• Keep topic names short and operational.
• Avoid creating a topic for every customer, product, or one-off issue.
• Review topic usage regularly and merge unused topics.

Response ownership

1. Decide who monitors each topic.
2. Define escalation rules for urgent, billing, complaint, or technical messages.
3. Keep ownership visible to the team.
4. Review unanswered messages daily.
5. Use AI-assisted replies only where staff can review before sending.

AI reply practices

• Use AI assistance for drafting and triage, not final judgement.
• Review tone, accuracy, and customer context before sending.
• Disable or narrow AI settings if replies create confusion.
• Keep sensitive or high-risk conversations under human control.

Common issues

• Issue: Messages are not assigned consistently. Fix: Reduce topic overlap and define a clear owner for each topic.
• Issue: Staff expect Channel to send marketing campaigns. Fix: Use survey campaigns for questionnaires; Channel manages messaging accounts and inbox operations.
• Issue: AI replies sound wrong. Fix: Require human review and narrow AI configuration.

Related

• How to use Channel and the unified inbox
• Campaign functionality in current IMPACT apps