Workspace Administration

Manage your organization, team, and settings.

Organizations

A workspace is a single organization. Multiple organizations let you separate clients, regions, or business units.

Viewing & Switching Organizations

1. Click your profile menu (top right)
2. Click Organization Switcher
3. Select an organization from the list
4. You're now in that workspace — all data (campaigns, templates, conversations) is scoped to it

Creating an Organization

1. Go to /organizations/create

2. Enter:

   • Organization Name — e.g., "Acme Corp", "Regional Branch"
   • Default Locale — language for UI and reports
   • Timezone — for scheduled campaigns and agent hours

3. Click Create

The new organization is ready. Invite team members to populate it.

Organization Settings

Visit /organizations/settings to:

• Edit the organization name and details
• Set timezone and locale
• Change billing plan (if you have multiple plans)
• View usage: campaigns sent, messages, agents, OTP requests

Managing Team Members

Go to /organizations/members to invite and manage agents and admins.

Inviting Team Members

1. Click Invite Member

2. Enter email address

3. Choose a role:

   • Admin — Full access; can manage team, campaigns, templates, connections, flows, OTP apps, and organization settings
   • Member — Can view and participate but cannot create broadcasts or flows
   • Agent — Can only access the /inbox to handle conversations; no access to admin features

4. Click Send Invitation

The user receives an email with a link. They accept and create/log in with their password.

Changing Roles

1. Go to /organizations/members
2. Find the member
3. Click Edit Role
4. Choose a new role
5. Save

Role changes take effect immediately.

Removing Members

Click Remove next to a member to revoke access. They can no longer log in to this organization.

Agent Management

Agents work in the Inbox (/inbox) handling customer conversations.

Adding Agents

1. Go to /agents
2. Click Create Agent (or invite via /organizations/members and assign Agent role)

Agent Concurrency

Each agent has a max concurrent conversations setting (e.g., 5, 10, 15). Once they hit the limit, new conversations are not assigned to them until they resolve one.

To set concurrency:

1. Go to /agents
2. Click an agent
3. Set Max Concurrent Conversations
4. Save

Supervisors can override this in real-time at /my-team.

Shifts & Availability

Creating Shifts

Go to /organizations/shifts to define work schedules.

1. Click New Shift

2. Enter:

   • Shift Name — e.g., "Morning Shift", "24/7 Support"
   • Days — select which days of the week
   • Start Time — e.g., 8:00 AM
   • End Time — e.g., 5:00 PM

3. Click Create

Assigning Agents to Shifts

1. In the Shift details, click Add Member
2. Select an agent
3. Save

Agents can now use this shift in their availability settings.

Agent Check-in/Check-out

Agents use the Inbox header to Check In (available for assignments) or Check Out (unavailable). Only "Checked In" agents receive new conversation assignments.

Supervisors can force check-in/check-out at /my-team.

Supervisor Dashboard

Visit /my-team to oversee your team:

• Agent Status — Online/Offline, Current conversations, Check-in/Check-out buttons
• Team Performance — Average response time, resolved conversations, active chats
• Bulk Actions — Assign, reassign, or resolve multiple conversations at once
• Shift Overview — Which shifts are active, who's on duty

Click an agent's name for detailed metrics and history.

Conversation Labels

Go to /organizations/labels to create labels for organizing conversations.

To create a label:

1. Click New Label
2. Enter label name (e.g., "Complaint", "Refund", "Follow-up")
3. Choose a color for visual distinction
4. Click Create

Labels are used in the Inbox to tag conversations, filter, and generate reports.

Your plan limits the number of labels you can create:

Billing & Plans

Go to /organizations/settings → Billing:

• View your current plan
• See message quota usage (current month)
• View agent count / limit
• Upgrade or downgrade plan

Plans renew monthly on the 1st. Downgrading takes effect at the next renewal.