As an Impact admin, you can manage the support channels and routes available based on a user’s role, the time of day, and the day of the week.
Open Support
In the Navigation menu, click the Support link.
Open Routing and Availability
In the My Support Center page, click the Routing & Availability link.
Expand Contact Option
Available contact options are listed in the Contact Options sidebar [1]. To view management options for a contact option, click the option Expand icon [2].
View Management Options
The Publish/Unpublish icon indicates the option's Support Center visibility [1].
To duplicate the contact option, click the Duplicate icon [2].
To delete the contact option, click the Delete icon [3].
To view and edit the contact option details, click the option Expand icon [4].
Edit Contact Option
You can edit the the contact information [1] and availability options [2].
To reset the option and remove your edits, click the Reset option [3].
To save and unpublish the option, click the Save & Unpublish button [4].
To save any changes, click the Update button [5].
View Unpublished Contact Option
When a contact option is unpublished, it displays an Unpublished icon [1].
To update a contact option without publishing it, click the Save as Draft button [2].
To publish the option and make it visibile in the Support Center, click the Publish button [3].