Entrances in CallGuide serves multiple purposes
Different entrances are used for different media types, i.a. because entrances are created and named in different ways.
Entrances for incoming calls and callback are created manually in the The Entrances, menu choices and task types window, the Entrances tab. The names of the entrances must correspond exactly to the values the IVR could be giving the Entrance contact data key, or to the possible choices in the IVR menu.
Entrances for incoming email are added automatically in conjunction with the creation of email accounts. An entrance for email contact assumes the email address of an account as its value, i.e. the name of an email account found in the email server of the company, from where CallGuide Email Server is to fetch email. See The Email and Work Item accounts window and Add an email account.
Entrances for work items, such as e.g. Facebook messages, are created automatically from configured work item accounts. In the Media | Email | Email and work item accounts window you specify the accounts, i.e. entrances that a CallGuide WorkItem Server will accept for new work items in the selected organisation area. See Add a work item account.
Entrances for chat are created automatically when you configure a chat entrance in the Media | Chat | Chat entrances window. That is also where where you configure i.a. standard texts for chat per entrance. Chat cannot use entrances created for other media. See Chat configuration made in CallGuide Admin and Add and delete a chat entrance.
Entrance relates to the way in which the contact entered the CallGuide system.