Channel-Specific Controls

Give email its own guidance and escalation rules

Email, chat, and voice aren't the same, now your guidance doesn't have to treat them the same.

1. Target any channel: Apply a guideline or escalation rule to one channel, several, or all of them.
2. Email-only guidance: Write rules that apply to email alone, or mix channels however you need.
3. Clear at a glance: Each guideline shows exactly which channels it applies to.
4. Simpler to manage: A single unified view replaces the old split between separate tabs.