Settings
Everything under Settings that isn’t a channel connection (Channels) or automation (Automation):
Organization
Section titled “Organization”Workspace name, timezone, and plan. Timezone drives every Business Hours and SLA calculation.
A shared tag list, applied per-ticket, usable in reports and (for LINE) as a Broadcast/Multicast audience filter.
Custom Fields
Section titled “Custom Fields”Extra structured fields you define for contacts or tickets beyond the built-in ones.
Saved Replies
Section titled “Saved Replies”Reusable canned responses, insertable from the inbox composer via keyword search. Every saved reply also feeds the knowledge base automatically.
Business Hours & SLA Policies
Section titled “Business Hours & SLA Policies”Define when your team is actually working, and real response/resolution time targets per priority or channel — these targets are what power the SLA due-time badges in the Inbox.
Turn on post-resolution rating requests and see real response-rate/score summaries in Reports.
Groups (Teams)
Section titled “Groups (Teams)”Organize agents into teams, assign tickets to a team instead of a person, and optionally turn on smart assignment — an incoming ticket auto-picks whichever eligible team member currently has the fewest open tickets, rather than sitting unassigned at the team level.
Webhooks
Section titled “Webhooks”Real outbound webhooks for events like ticket.created, message.received, and ticket.resolved — point them at your own systems, each delivery signed and logged with its real response status.
API Keys
Section titled “API Keys”Generate a real API key (shown once, stored as a hash) to use the public REST API (/api/v1/tickets, /contacts, and message sending) from your own code — fully tenant-isolated, with per-key last-used tracking.
A live count of AI sessions used this billing period, so you can see real usage before it’s ever tied to a plan limit.