Conversation settings

These settings shape how a conversation behaves before anyone types. They live in the console under Settings for the app, not the workspace, so two brands can keep different hours and different manners.

Business hours

Set a timezone and an open and close time per day, with any day marked closed.

The setting that earns its place is the out-of-hours message. Without one, a customer arriving at midnight gets the same experience as one arriving at noon, right up until they wait an hour for a human who is asleep.

A good out-of-hours message does two things: it says when you will be back, and it says what happens next. “We are closed until 9am Monday. Leave your question and we will reply then” sets an expectation. “We are currently closed” just ends the conversation.

Your agent keeps working out of hours. Hours govern the human half.

Conversation handling

Setting	What it does
Greeting	The opening message on a new conversation
Closing message	Sent when a conversation is resolved
Auto-close after	Hours of silence before a conversation closes itself
Allow attachments	Whether customers can send files

Auto-close is the one worth thinking about rather than accepting. Too short and you close conversations while the customer is finding their order number. Too long and your open queue fills with conversations that ended days ago and nobody can tell which ones are real work.

A conversation that auto-closed is not the same as one that was resolved. If your resolution numbers look excellent and your queue is always empty, check what auto-close is set to before celebrating.

Attachments are worth enabling for anything visual. “It looks wrong” costs five messages to diagnose and one photo to solve.

AI assist

Helpers for the humans on your team, separate from the agent that answers customers.

Helper	What it does
Suggest replies	Drafts a reply the operator can edit or discard
Summarise long threads	Condenses a long history so a new operator can catch up
Detect sentiment	Flags how the customer is feeling

Summarising is the quiet winner. The expensive moment in support is the handover, where someone reads forty messages before they can help. A summary turns that into ten seconds.

Suggested replies need a house rule: they are drafts. An operator who sends them unread is slower to be wrong than the agent would have been, which is the worst of both approaches.

Catalog suggestions

A separate control with three settings, governing whether the widget follows a reply with product cards.

Setting	Behaviour
Auto	Show cards when they look relevant
Strict	Only when the match is confident
Off	Never

Start on strict if you sell anything where a wrong suggestion is embarrassing. Auto is for catalogues where any near-match is still useful.

Not configurable yet

Four screens under Settings exist but are not editable. They show defaults and say so in the console:

Screen	Status
SLA	Targets are shown, editing is not available yet
Forwarding	Rules are not available yet
Skills	Routing by skill is not available yet
Data fields	Schema editing is not available yet

They are listed here so you do not spend an afternoon looking for the save button. Defaults apply until the editing lands.