Multiple remote engagement service providers with separate visit channels
Key Takeaway
Give each remote engagement service provider its own Channel picklist value on the Visit object, and select that value in the provider's "Remote Visit Channel" field. The channel a rep picks when planning a visit determines which provider runs the session.
Life Sciences Customer Engagement can run remote visits, meaning video call visits, through more than one service provider at the same time, such as Twilio and Microsoft Teams. Each provider gets its own Channel value on the Visit object and its own settings. A sales rep picks the provider by picking the channel when planning a visit. The choice matters because the providers differ in what field users and HCPs see, in content control, in tracking and in signature support.
How the channel picks the provider
Each provider you plan to use gets its own remote channel value in the Channel picklist. An admin links each value to one provider in that provider's settings. When planning a visit, a sales rep selects the channel that fits the visit objectives and the needs of the HCP or HCO. The channel choice determines which provider runs the session.
Lena is the admin for a pharma company. Reps in one country run video visits on Twilio. Reps who call on a large hospital network use Microsoft Teams. Lena adds two values to the Channel picklist on the Visit object: "Remote - Twilio" and "Remote - Teams". In Twilio Settings, she selects "Remote - Twilio" in the Remote Visit Channel field. In Microsoft Teams Settings, she selects "Remote - Teams". Later, a rep named Omar plans a visit with a doctor at the hospital network and sets the channel to "Remote - Teams", so Microsoft Teams runs the session. A colleague who plans a visit with the "Remote - Twilio" channel gets a Twilio session instead.