Settings

Overview

The Settings page is available to workspace Owners and provides centralized configuration for all workspace-level options. Access it from the main navigation: Settings. The settings are organized into sections described below.

Branding

The Branding section controls how the widget looks on your website. Changes here are reflected immediately — the widget fetches its configuration from /widget/config on each page load, so no code changes or redeployment are needed.

Configurable fields:

• Primary Color: A color picker for selecting your brand accent color. Used in the chat bubble, header, and send button.
• Logo: Upload your logo (PNG, SVG, or JPEG, max 200 KB). Displayed as a 32×32px circle in the widget header.
• Greeting: Welcome message shown to first-time visitors when they open the widget (max 200 characters).
• Position: Toggle between bottom-right and bottom-left placement of the chat bubble.
• Offline Message: Text shown when no agents are online, displayed above the ticket submission form (max 300 characters).

See the Widget Branding documentation for detailed information on each field.

API Keys

The API Keys section displays your workspace's tokens and allows regeneration. Each workspace has three keys:

Regenerating Keys

If a key is compromised or you need to rotate keys as part of your security policy, click Regenerate next to the key. This immediately invalidates the old key and generates a new one.

Regeneration behavior by key type:

• Public Site Key: The widget will stop loading until you update the siteKey in your embed snippet.
• Secret Key: All API calls using the old key receive 401 Unauthorized.
• Identity Secret: All new identity verifications fail until your backend uses the new secret. Existing verified sessions remain valid until they expire.

Canned Responses

Canned responses are pre-written message templates that agents can quickly insert while replying to conversations. They're triggered by typing a /shortcut in the reply composer.

Creating a Canned Response

1. Go to Settings → Canned Responses.
2. Click Add Response.
3. Enter a shortcut (e.g., /greeting, /refund-policy, /hours).
4. Enter the response text — the full message that will be inserted.
5. Click Save.

Shortcut: /greeting
Text: Hi there! Thanks for reaching out. How can I help you today?

Shortcut: /hours
Text: Our support hours are Monday–Friday, 9 AM – 6 PM EST. Outside these hours, leave a message and we'll respond the next business day.

Shortcut: /refund
Text: I'd be happy to help with a refund. Could you provide your order number so I can look into this for you?

Shortcut: /closing
Text: Is there anything else I can help you with? If not, I'll go ahead and close this conversation. Have a great day!

Using Canned Responses

In the inbox reply composer, type / to open the canned response menu. As you continue typing, the list filters to matching shortcuts. Press Enter or click to insert the response text. You can edit the inserted text before sending.

Best Practices

• Keep shortcuts short and memorable: /hi, /thanks, /eta
• Write responses in a friendly, conversational tone — they should sound natural when sent.
• Include placeholder text in brackets for parts agents need to customize: "Your order [ORDER_NUMBER] has been..."
• Review and update canned responses regularly as your product and policies evolve.

Team Management

The Team section lists all agents in the workspace with their role, status (active/deactivated), and email. From here, Owners can:

• Invite new agents: Send an email invitation with a role assignment.
• Change roles: Promote an Agent to Owner or demote an Owner to Agent.
• Deactivate agents: Revoke access without deleting history.
• Reactivate agents: Restore access for previously deactivated members.
• Resend invites: For pending invitations that weren't accepted.

See the Agent Management documentation for detailed information on roles and permissions.

Notification Preferences

Each agent can configure their own notification preferences from their profile settings. Workspace-wide notification settings (like email notifications for offline tickets) are configured by Owners in this section.

Danger Zone

At the bottom of the Settings page, the Danger Zone contains irreversible workspace operations:

• Delete Workspace: Permanently deletes the workspace and all its data (conversations, tickets, agents, settings). This action requires typing the workspace name to confirm and cannot be undone.