Administration Overview

Manage your organization settings, users, and system configuration.

Admin Access

Who Can Access

Organization admins have full access
Team leads may have limited settings access
Agents cannot access admin settings

Getting to Settings

Click Settings in the main navigation (gear icon).

Key Admin Areas

Organization Settings

Core configuration:

Organization name and branding
Business hours
Default timezone
Support email addresses

User Management

Team administration:

Add/remove users
Assign roles
Manage permissions
Team structure

Channel Configuration

Support channel setup:

Email configuration
Widget customization
Integration connections

Automation Rules

Workflow configuration:

Automations
SLA policies
Assignment rules
Escalations

Data Management

Data and security:

Export data
Data retention
Privacy settings

Quick Links

Area	What You'll Configure
Organization	Name, branding, defaults
Users	Team members, roles, teams
Business Hours	Availability schedules
Widget	Customer-facing widget
Notifications	Alert preferences

Common Admin Tasks

Adding a New Team Member

Go to Settings → Users
Click + Invite User
Enter email
Select role
Send invitation

Changing Business Hours

Go to Settings → Business Hours
Edit schedule
Add holidays
Save changes

Updating Widget Appearance

Go to Settings → Widget
Customize colors/text
Preview changes
Save and publish

Settings Organization

Settings are grouped into categories:

General

Organization profile
Branding
Business hours

Team

Users
Teams
Roles & permissions

Channels

Email
Widget
Integrations

Workflows

Automations
Macros
SLAs

Data

Exports
Imports
Security

Best Practices

Regular Reviews

Periodically review:

User access (quarterly)
Business hours (before holidays)
Automations (monthly)

Document Changes

Keep track of:

Configuration changes
When changes were made
Why changes were made

Test Before Production

When possible:

Test new settings
Verify automations work
Preview widget changes