Service
Inboxes
Create and organize your inboxes and their mode (chat or ticket). See Inboxes.
Queues
Define how conversations are distributed. See Routing.
SLA
Service time agreements and their alerts.
Business hours
Your operating hours.
Priorities
Urgency levels for conversations and tickets.
Ticket types and statuses
Classify and track your cases. See Tickets.
Team
Members and roles
Invite people and define permissions. See Team and roles.
Teams and skills
Group people and tag skills for distribution.
Capacities
How many conversations each agent handles at a time.
Shifts
Plan schedules. See Schedules and shifts.
Content
Tags and fields
Classify contacts and store your own data.
Quick replies and macros
Ready-to-reuse messages and actions.
Wrap-up codes
The wrap-up options when closing a conversation.
Portal
Your help center and its appearance. See Customer portal.
Account
Billing and plans
Your plan and your balance. See Plans & billing.
General
Your workspace details and its branding.