What type of information is essential when configuring a new chat channel for external access?

When configuring a new chat channel for external access, understanding the workstream is crucial because it directly influences how the channel interacts with customers. A workstream encompasses the processes and workflows that define how customer inquiries are managed and resolved.

By outlining these processes, you ensure that the chat channel is effectively integrated into your customer service operations and that it aligns with the overall workflow. This ensures that customer interactions are handled efficiently, allowing for proper routing of inquiries to the right agents or resources, tracking of chat sessions, and consistent engagement with customers.

While customer feedback, access permissions, and localization settings are important considerations in the broader context of customer service management and channel setup, they do not directly define how the chat functionality will operate and integrate into existing systems. Workstream essentially serves as the backbone, guiding customer service representatives on how to handle inquiries and leading to a more cohesive and streamlined experience for both agents and customers.