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Channels — Team & Project Messaging with Threads, Files, and Guardrails | Velaxe

Channels

Configure “needs reply” timers and response SLAs

Highlight unanswered questions, escalate overdue items, and report on responsiveness.

12 min Beginner Team Leads, Support Managers Updated Aug 2, 2025
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Overview

Highlight unanswered questions, escalate overdue items, and report on responsiveness.

Prerequisites

None.

Permissions required

Channels.manage AgentDesk.settings:write

Steps (3)

Estimated: 12 min
  1. 1

    Define thresholds

    Lead 4 min Back to top

    Channel Settings → **Signals & SLAs**. Set “needs reply” timeout (e.g., 2h) and work hours.

    Tips

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    Validation

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    Success criteria

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  2. 2

    Enable escalation

    Lead 4 min Back to top

    Choose escalation path: nudge owners, or create an ActionDesk task at T+deadline.

    Tips

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    Validation

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    Success criteria

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  3. 3

    Review metrics

    Lead 4 min Back to top

    Use the channel’s SLA panel or InsightLake board to track median time-to-first-response.

    Tips

    —

    Validation

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    Success criteria

    • Median TFR meets goal within the first week.

About this guide

Channels keeps work visible and searchable. Use public or private rooms, keep side conversations contained in threads, and attach files through File-Vault with previews and expiring links. Pin a living Canvas to each channel for runbooks or briefs.

With one click, convert an important thread into an Agent Desk ticket, route tasks into ActionDesk, and log every key moment to Chronicle. Moderation, DLP, retention and legal hold are workspace-level guardrails. Optional AI summaries help teams catch up quickly.