Workspace Settings & Notifications
Set your business details, defaults and email alerts once, and see who changed what in your workspace.
What it does
Setup in the sidebar opens your workspace configuration: a page of cards grouped by purpose (Workspace, Messaging, AI & automation, Integrations and more). Search the page or filter by group to find a setting quickly. Every section has a Save changes bar at the bottom, and Discard changes if you change your mind.
Team members without permission to edit see settings read-only, with a note to ask a workspace administrator.
General
Setup → General holds the basics:
| Section | Settings |
|---|---|
| Business profile | Business name and Website URL, used across your workspace and in outbound messages. |
| Regional preferences | Default country code for new contacts, Default locale (language), and Timezone for every date in the workspace. |
| Office hours & auto-reply | Turn on Send auto-reply, tick your Working days and set your Working hours (in your workspace timezone). A WhatsApp message that arrives outside them gets your Auto-reply message, once per customer each time you are closed. |
| Template defaults | Template footer, pre-filled on every new WhatsApp template. Templates Meta has already approved keep their approved footer. |
Notifications
Setup → Notifications controls who hears about what by email.
- Email alerts: switch on New message alert, Broadcast report, Weekly digest, Inbound digest (every 4 hours) and Daily inbound summary. The two inbound digests list new WhatsApp conversations, each with a link straight to the chat.
- Lead alert recipients: emails (and optional WhatsApp numbers) told about each form submission. A form can override these with its own recipients.
- Lead follow-up reminders: turn on Remind automatically and set how many hours out a new lead's follow-up date is set.
- Inbound digest recipients: who receives the inbound digests. Leave it blank to use your billing email.
Separate several addresses with commas.
Conversation Defaults
Setup → Conversation Defaults shapes how your inbox runs:
- Response SLA (hours) flags chats nobody has answered in time, and Auto-close idle threads (days) tidies up quiet ones.
- Support tickets: a reopen window, auto-close for idle tickets, and an optional Satisfaction survey after a ticket is resolved.
- Chat assignment: Auto-assign new conversations in rotation across your active team. A manual assignment always wins.
- Automatic follow-up: send one message to a customer who wrote in and never got a reply, just before their 24-hour window closes. It is skipped when your team already replied or the customer signed off with "thanks" or "ok". It counts towards your monthly message allowance.
- Voice greeting (on plans that include it): a short recorded welcome for first-time contacts.
- AI reply template: the approved template used for AI replies after a chat's 24-hour window has closed.
Other sections
- Billing & Currency: the currency shown across your usage and billing pages.
- AI Assistant (on plans that include it): turn AI draft replies on, require human review before sending, and describe your brand tone and topics to avoid.
- Workflow API Credentials: store third-party keys once and use them in workflow steps that talk to other systems, without anyone seeing the key itself.
- WhatsApp Accounts, Instagram & Messenger and store integrations each have their own guide.
Activity log
The Activity log records every create, update and delete on your workspace's records: When, Who, Event, What, the Record affected and the Changes made. Filter by record type, event (created, updated, deleted) and date range, or search by description. Team members need permission to view activity to open it.
Good to know
- Set your Timezone first. Dates across the workspace, including the activity log, display in it.
- Digest emails are the easiest way to stay on top of WhatsApp when nobody is watching the inbox.
- A new template footer only affects templates you create from now on.
Ten minutes in General and Notifications on day one means every message, report and alert carries the right name, language and time.
