Workspace Settings
Workspace settings control the team, widget, routing, rating collection, public API access, and reusable operator tools.
Workspace profile
What it does: stores the workspace name, public widget code, logo, and shared workspace properties.
When to use it: update this when setting up a new organization or changing the brand shown to operators and customers.
How it works: each workspace is an isolated tenant. The public widget code identifies which workspace a website widget belongs to.
Where to configure it: Settings -> Workspace.
Related modules: Widget, Users, Public API, Files.
Users and roles
What it does: manages operators and their permissions.
When to use it: use this when inviting teammates, changing roles, or granting access to specific modules.
How it works: supported roles are owner, admin, and operator. Owners have the broadest control. Admins manage most workspace settings. Operators work with conversations and assigned support tools. Some capabilities, such as broadcast management, can be granted separately.
Where to configure it: Settings -> Users and Settings -> Invitations.
Related modules: Invitations, Departments, Broadcasts, Access Tokens.
Departments
What it does: groups users for routing and ownership.
When to use it: use departments for teams such as Sales, Billing, Support, or Technical Support.
How it works: departments contain members and can be linked to conversations or workflow routing steps.
Where to configure it: Settings -> Departments.
Related modules: Conversations, Workflows, Users.
Quick replies
What it does: stores reusable response snippets for operators.
When to use it: use quick replies for common answers, greeting templates, troubleshooting steps, policy text, and image-backed answers such as screenshots or visual instructions.
How it works: quick replies are workspace-level records that can be listed by the operator app and public API. The editor stores rich text as safe Markdown. Uploaded images are saved through the shared file service and referenced in Markdown; when an operator inserts the reply into a conversation, those image references are sent as message attachments.
Where to configure it: Settings -> Quick replies.
Related modules: Conversations, Messages, Public API.
Business hours
What it does: defines when the team is available.
When to use it: use business hours to set expectations for visitors and future automation rules.
How it works: schedules are stored on the workspace and can be used by the widget and backend logic to decide whether the workspace is online or offline.
Where to configure it: Settings -> Business hours.
Related modules: Widget, Conversations, Workflows.
Rating settings
What it does: controls customer feedback for dialogs and messages.
When to use it: use ratings when the team wants customer satisfaction signals and quality reporting.
How it works: ratings can be disabled, shown at the end of a dialog, or always available. Rating type can be thumbs or stars. Per-message ratings can be enabled separately.
Where to configure it: Settings -> Rating.
Related modules: Conversations, Messages, Analytics, Workflows.
Widget settings
What it does: controls the public website widget.
When to use it: use widget settings before installing Chat on a website or when changing customer-facing behavior.
How it works: settings include install code, default language, accent color, lead form fields and timing, tickets, knowledge base visibility, ratings, and optional user verification.
Where to configure it: Settings -> Widget.
Related modules: Widget, Knowledge Base, Tickets, Ratings, Lead Forms.
Access tokens
What it does: creates server-side tokens for the Public API.
When to use it: use access tokens when an external backend needs to list contacts, read conversations, send messages, upload files, or query analytics.
How it works: owners and admins create workspace access tokens. The full token is shown once and must be stored on your server. API clients send it as a Bearer token.
Where to configure it: Settings -> Development -> Access tokens.
Related modules: Public API, Contacts, Conversations, Messages, Files, Analytics.