Forms and availability
Collect required escalation data and show when a channel is available.
Add form fields
Add only the data that the receiving team needs. Mark a field as required when the channel cannot operate without it.
Test the form as a Visitor. Confirm that required fields prevent an incomplete submission.
Attach Conversation data
A Help Desk can attach configured Conversation information to an escalation. Available data can include a summary, history, user data, and metadata.
Select the minimum data required by the receiving team. Review the selection against your privacy requirements.
Configure availability
Set the channel schedule and timezone. The widget shows whether the channel is available and can show its next available time.
Use the timezone of the team that receives the escalation. Test the boundary at the start and end of one availability window.
Email delivery
The Email channel requires a configured Resend transport. When it is absent, Ciele reports that the email was not sent.
Reuse Organization business hours
Choose Business hours in a channel's Availability tab, then select a named schedule. Create and edit schedules in Settings. Weekly hours, timezone and holidays come from that schedule. Several channels can use the same schedule. A holiday closes them all, and the Widget's next opening skips closed dates.
Always available and Limited availability keep their existing behavior. Limited availability keeps its own weekly windows and timezone. New channel settings start with the Organization default timezone. A schedule cannot be deleted while a channel uses it. The refusal names the channel.