Dovetail Carrier Documentation

Channels

Communications are related to a Channel. Channels are related to a Medium.

For example, Mediums may be Email, Phone, and Fax.

Within the Email Medium, there may be Channels such as Sales, Support, and General Information.

Each channel has a designation. For email channels, the designation is typically an email address.

When Dovetail Carrier creates a Communication, it must relate it to a Channel.

Dovetail Carrier determines which Channel to use by looking in the database for a Channel (with a Medium of Email) whose Channel designation is equal to the IncomingEmailMessageSettings.InboundCommunication.ChannelDesignation setting within the Service Configuration file.

If the Channel is not found, a new Channel will be created.