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.

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