Administration & Settings
By Conversa Labs
By Conversa Labs
Account, agents, teams, roles and governance (RBAC), business hours, labels, attributes, integrations, audit, whitelabel, scripts and notifications.
Administration & Settings: overview
Overview The Administration & Settings area brings together everything that governs your ConversaLabs account: who has access, with which permissions, in which teams, with which business hours, integrations, audit logs, branding and notification preferences. It is the control panel of your operation. Think of this category as the place where you set the rules of the game — before you start handling conversations. Each product module (CRM, Payments, Calendar, Follow-ups and others) has its own settings, documented in the matching categories of this Help Center; here you find what is shared across all of them. Prerequisites - An active ConversaLabs account. - A user with the Administrator role (most screens in this category are admin-only). - Some features are optional and depend on your plan or a specific enablement: custom roles and audit logs, for example, are premium features and may not appear if they are not enabled for your account. Step by step 1. Open the account Settings from the left sidebar. 2. Start with the Account tab: company name, language, time zone and branding. 3. Invite your Agents and organize them into Teams. 4. Define roles and permissions (default roles or, if available, custom roles). 5. Configure business hours, labels and custom attributes. 6. Connect the integrations you need (Slack, webhooks, API and more). 7. Review audit, notifications and, where applicable, whitelabel and Custom Scripts. Settings & options - Account: identity, language, time zone and basic branding. - Agents and teams: who handles conversations and how work is distributed. - Roles and governance (RBAC): what each person can see and do. - Business hours, labels and attributes: the structure that organizes conversations and contacts. - Integrations: connections to external tools and the API. - Audit, whitelabel, scripts and notifications: governance, branding and advanced customization. Use cases - Standardize permissions for a growing team. - Make sure each agent only sees what concerns them. - Connect the platform to Slack, an external CRM or your own automation via webhooks/API. - Track who did what with audit logs. Tips, limits & best practices - Configure account, teams and permissions before inviting many agents. - Prefer roles over per-user tweaks: easier to maintain and audit. - Periodically review integrations and API tokens that are no longer in use. Troubleshooting - I can't see a settings tab: it may require the administrator role or a premium feature that is not enabled — talk to the account owner. - A change had no effect: confirm you saved and that the feature depends on an enablement (flag/plan). See also - Account, agents and teams - Custom roles and governance (RBAC) - Business hours, labels and attributes - Integrations - Audit logs
Account, agents and teams
Overview These are the three foundations of your operation: the account (identity and general preferences), the agents (the people who handle conversations) and the teams (groups of agents that organize the queue and conversation assignment). Setting them up well from the start avoids rework as the team grows. - The account defines company name, default language, time zone and branding. - Agents are the users with access, each with a role (permissions). - Teams group agents by function, product or shift and help route conversations. Prerequisites - The Administrator role to edit the account, invite agents and create teams. - The email addresses of the people you'll invite. - An idea of how you want to organize the team (by channel, product, shift, etc.). Step by step 1. Account: in Settings, open the account tab and adjust name, language and time zone. 2. Agents: open the agents area and use the invite option. Enter the email and role; the person receives an email invitation to set a password. 3. Teams: create a team, give it a clear name, decide whether it allows auto-assignment and add the member agents. 4. Connect teams to your inboxes and assignment rules as needed. 5. Review the agent list and remove/deactivate anyone no longer on the team. Settings & options - Language and time zone: affect business hours, reports and automated messages. - Agent role: defines permissions (see the roles and governance article). - Availability: each agent can appear as online/busy/offline, influencing assignment. - Team with auto-assignment: distributes new conversations among available members. Use cases - Separate Support, Sales and Billing into distinct teams. - Route conversations from a specific WhatsApp number to the responsible team. - Scale the team by adding agents to an existing team, without reconfiguring everything. Tips, limits & best practices - Use self-explanatory team names — they appear in filters and reports. - Set the right role at invite time so you don't grant overly broad access. - Deactivate agents who left instead of leaving them active and unused. Troubleshooting - The invitation didn't arrive: ask them to check spam and confirm the email; resend the invitation if needed. - Conversations aren't being distributed: check that the team has auto-assignment on and that agents are available (online). - I can't invite agents: the plan limit may have been reached or your role lacks permission — talk to the administrator. See also - Custom roles and governance (RBAC) - Business hours, labels and attributes - Notifications and preferences - Administration overview
Custom roles and governance (RBAC)
Overview Access governance (RBAC — Role-Based Access Control) defines what each user can see and do. The platform ships default roles (such as Administrator and Agent) and, when the Custom Roles feature is enabled, you can build tailored roles with granular permissions and even restriction by inbox scope. With custom roles you can, for example, let someone manage contacts but not access reports, or let a team see only the conversations from their own inboxes. Prerequisites - The Administrator role to manage roles. - Custom Roles is a premium/optional feature and may not be enabled on your account. If you only see the default roles (Administrator/Agent), the feature is not active — talk to the account owner or support. Step by step 1. In Settings, open the roles area (next to agents/teams). 2. To use the defaults, just assign Administrator or Agent when inviting or editing an agent. 3. To create a custom role, choose new role, give it a name and description. 4. Check the desired permissions (for example: manage contacts, view reports, manage conversations, administer settings). 5. Optionally, limit the role to specific inboxes (scope). 6. Save and assign the role to the matching agents. Settings & options - Administrator: full access to the account and settings. - Agent: focused on handling conversations, without broad admin access. - Granular permissions (custom roles): toggle specific capabilities per product area. - Inbox scope: restricts visibility to authorized inboxes. Use cases - A supervisor who views reports and manages agents, but doesn't change integrations. - A sales agent who accesses CRM and catalog, without seeing audit logs. - An outsourced team restricted to a single inbox. Tips, limits & best practices - Apply the principle of least privilege: grant only what's needed. - Create a few well-defined roles rather than many nearly identical ones. - Review roles when the org chart changes and when onboarding/offboarding people. - Remember: custom roles are premium; without the feature, use the default roles. Troubleshooting - I can't see the custom roles option: the premium feature is not enabled for the account. - An agent sees too much/too little: review the permissions and inbox scope of the assigned role. - A permission change didn't show up: ask the agent to reload the page or sign out and back in. See also - Account, agents and teams - Audit logs - Administration overview - Integrations
Business hours, labels and custom attributes
Overview Three simple settings that make the operation much more organized: - Business hours: define when your team is available per inbox, enabling automatic off-hours messages. - Labels: colored tags to classify conversations (and contacts) by subject, priority or status. - Custom attributes: tailored fields to store business-specific information on conversations and contacts. Prerequisites - The Administrator role to create/edit these settings. - The account time zone set correctly (it affects business hours). - An idea of the taxonomy that makes sense for the team (which labels and which fields). Step by step 1. Business hours: in the inbox settings, enable business hours, choose the days and time ranges and set the off-hours message. 2. Labels: in the labels area, create each label with a name, description and color; apply them to conversations from the conversation side panel. 3. Custom attributes: in the attributes area, create a field with a name, type (text, number, list, date, etc.) and whether it applies to a conversation or a contact. 4. Use labels and attributes in filters, views and automations for productivity. Settings & options - Hours per inbox: each channel can have its own schedule. - Off-hours message: automatic reply when no one is available. - Label colors: help visually identify the type of conversation. - Attribute types: text, number, link, dropdown list, date, checkbox and more. Use cases - Auto-reply outside business hours and set a return expectation. - Tag conversations as urgent, refund or lead and filter by them. - Store an order number or contracted plan as a contact attribute. Tips, limits & best practices - Keep a lean, standardized set of labels — too many tags become clutter. - Combine labels with automations to tag conversations automatically. - Use attributes for what you'll actually filter on or use in reports. Troubleshooting - The off-hours message doesn't fire: check that business hours are enabled on the inbox and the account time zone is correct. - The label doesn't appear for the team: confirm it was saved and the agent has access to the inbox. - An attribute doesn't show on the conversation/contact: check that it was created for the right type (conversation vs. contact). See also - Account, agents and teams - Integrations - Administration overview - Notifications and preferences
Integrations: Slack, Dialogflow, webhooks, API, Notion, Linear, Shopify
Overview Integrations connect ConversaLabs to the rest of your ecosystem. From the integrations area you enable ready-made connections and create your own extension points: - Slack: mirror conversations in a Slack channel and reply from there. - Dialogflow: connect a Dialogflow bot for automated replies. - Notion and Linear: bring conversation context into your productivity and engineering tools. - Shopify: pull order/customer data from your store into support. - Webhooks: receive platform events at your own endpoint, in real time. - Dashboard Apps: embed your own web app next to the conversation. - API: automate and integrate via access tokens. Prerequisites - The Administrator role to configure integrations. - Credentials/accounts for the tools you'll connect (for example, a Slack workspace, a Dialogflow project, a Shopify store). - For webhooks/API: an accessible endpoint and/or an access token generated in the account. Step by step 1. Open the Integrations area in Settings. 2. Pick the integration and follow the connection flow (usually login/authorization or entering keys). 3. For webhooks, register your endpoint URL and select the events of interest; validate receipt in your system. 4. For the API, generate an access token (profile/agent) and use it in authenticated calls. 5. Test the integration with a real conversation before going to production. Settings & options - Authorization-based connections (Slack, Shopify, etc.): follow the external tool's login. - Key/project-based connections (Dialogflow): require the provider's credentials. - Webhooks per event: you choose which events to receive. - API tokens: treat them like passwords; revoke them if leaked or unused. Use cases - Notify a Slack channel when a new conversation arrives. - Automatic triage with a Dialogflow bot before reaching an agent. - Create a Linear issue from a customer-reported bug. - Show Shopify order data right on the conversation screen. - Sync events with your CRM or ERP via webhooks. Tips, limits & best practices - Start with one integration, validate the flow, then add others. - For webhooks, implement idempotency and respond fast (process in the background). - Store tokens in your system's environment variables — never in public source code. - Review integrations and tokens periodically; remove what's no longer used. Troubleshooting - The integration won't connect: check credentials/permissions and try re-authorizing. - The webhook isn't arriving: verify the URL is public, returns success (2xx) and is subscribed to the right events. - API 401 error: the token is wrong, expired or revoked — generate a new one. - I don't see the integration I want: it may depend on the plan or a specific enablement. See also - Custom Scripts: inject JS/CSS - Custom roles and governance (RBAC) - Audit logs - Administration overview
Audit logs
Overview Audit logs record the relevant actions taken in the account: configuration changes, agent and team management, permission changes and other administrative actions. They answer the question “who did what and when”, which is essential for security, compliance and incident investigation. Prerequisites - The Administrator role to access the logs. - Audit logs is a premium/optional feature and may not be enabled on your account. If the area doesn't appear, talk to the account owner or support. Step by step 1. In Settings, open the audit area (audit logs). 2. View the chronological list of events: actor (who), action (what), target and date/time. 3. Use the available filters to narrow the scope (by period, by action type, etc.). 4. Open a record to see the action details. 5. For external analysis, consider exporting/integrating via the API where applicable. Settings & options - Chronological view: events from newest to oldest. - Filters: help locate a specific action among many records. - Retention: history is available according to your plan's policy. Use cases - Investigate when and by whom a setting was changed. - Confirm an agent's permission changes after a complaint. - Meet your company's compliance and security requirements. Tips, limits & best practices - Combine audit with well-defined roles: less broad access means fewer surprises in the log. - Review logs periodically, not only after incidents. - Logs are read-only — they record history and should not be edited. Troubleshooting - I can't see the audit area: the premium feature is not enabled for the account. - I can't find a specific action: adjust the filters (period/type) and confirm the action is one that's recorded in audit. - I need more history: retention depends on the plan — talk to the account owner. See also - Custom roles and governance (RBAC) - Account, agents and teams - Integrations - Administration overview
Whitelabel (your own brand)
Overview Whitelabel lets you replace the default brand with your brand: installation name, logos, accent colors, icons and your own domain. The result is a platform that looks entirely yours to your team and your end customers. Whitelabel configuration is done at the platform operator/administration level (it's not a per-customer-account preference), because it affects the look of the whole installation. Prerequisites - Operator/super administration access to the platform (or a request to whoever runs the installation). - Ready brand assets: light and dark logo, icon/favicon, color palette. - For a custom domain, access to that domain's DNS. Step by step 1. Access the platform administration panel (super admin). 2. Open the brand/whitelabel configuration. 3. Set the installation name shown across texts and titles. 4. Upload the logos (light/dark) and the icon/favicon. 5. Adjust the accent colors to match your visual identity. 6. Configure the custom domain (and certificate), pointing DNS per the instructions. 7. Save and verify in an incognito tab, checking logo, colors and page title. Settings & options - Installation name: replaces product references in the interface and emails. - Logos and icon: appear on login, in the sidebar and in the browser tab. - Colors: align the interface with your identity. - Custom domain: uses your URL instead of the default domain. Use cases - An agency delivering the platform as its own product to clients. - A company that wants its support hub with the corporate identity. - Standardizing emails and login screens with the company brand. Tips, limits & best practices - Use logos with a transparent background and versions for light and dark themes. - Test on small screens: the icon and name also appear on mobile. - After changing the domain, confirm that links (including this Help Center) remain valid. Troubleshooting - I can't find the whitelabel options: they live in platform administration — ask the installation owner for access. - The logo didn't update: clear the browser cache and reload; confirm the upload was correct. - The custom domain won't open: review the DNS pointing and certificate per the instructions. See also - Custom Scripts: inject JS/CSS - Administration overview - Account, agents and teams - Guided Tours
Custom Scripts: inject JS/CSS into dashboard, portal and widget
Overview Custom Scripts let you inject custom JavaScript and CSS into three surfaces of the platform: - Dashboard: the panel used by your support team. - Portal: the public Help Center site. - Widget: the chat embedded on your website. This lets you add behaviors (e.g., track events, show a notice) or styling tweaks (e.g., hide/highlight elements) without changing the platform's code. It's a powerful feature, which is why it lives in platform administration. Prerequisites - Operator/super administration access to the platform. - JavaScript/CSS knowledge (the script runs in the browser of whoever uses the chosen surface). - An environment to test before publishing (ideally outside production). Step by step 1. Access the platform administration panel and open the Custom Scripts area. 2. Create a new script with: surface (dashboard, portal or widget), type (JS or CSS) and when it should run (run on). 3. Paste your code. In JS scripts, use the context object (ctx) provided by the platform to interact safely with the surface. 4. Teardown: scripts that add elements/listeners should remove them when requested, to avoid accumulating side effects in SPA navigation. 5. Save, enable and test on the matching surface before rolling out to everyone. Settings & options - Surface: choose which environment the script runs in (dashboard, portal or widget). - Type: JavaScript (behavior) or CSS (style). - When to run (run on): controls the execution moment/context. - Active/Inactive: turn a script on or off without deleting it. Use cases - Add a temporary notice/banner on the team dashboard. - Hide or restyle a portal element to match your brand. - Fire an analytics event when the widget opens. Tips, limits & best practices - Keep scripts small and idempotent; always implement the teardown. - Avoid heavy external dependencies — they affect the surface's performance. - Version your code outside the platform and document what each script does. - Because it's code injection, treat it as high impact: review before publishing. Troubleshooting - The script doesn't run: check the chosen surface, that it's active, and the run-on moment. - Something broke on screen: disable the script and use the browser console to see errors. - The effect duplicates on navigation: the teardown is missing — remove added elements/listeners. - I can't find the Custom Scripts area: it's in platform administration — ask the installation owner for access. See also - Whitelabel (your own brand) - Integrations - Administration overview - Guided Tours
Notifications and preferences
Overview Notifications tell you what needs attention: new conversations, assignments, mentions, replies and module events. Each agent controls their own preferences, choosing where they want to be alerted: - In-dashboard: the notification bell inside the platform. - Email: summaries and alerts in your inbox. - Push: alerts in the browser and/or the mobile app. Prerequisites - Being signed in with your user (preferences are per agent). - For browser push: allow notifications when the browser asks. - For mobile push: have the app installed and an active session. Step by step 1. Open your profile and go to the notifications/preferences area. 2. Choose the events you want to be alerted about (e.g., new assigned conversation, mention, reply). 3. Select the notification channels for each event (dashboard, email, push). 4. If you'll use browser push, authorize notifications in the browser prompt. 5. Save and test by generating a conversation/mention to validate. Settings & options - Per event: toggle each alert type individually. - Per channel: dashboard, email and push independently. - Sound/visual: audible alerts and unread counters in the dashboard. - Per-agent preferences: each person tunes their own, without affecting the team. Use cases - Receive push only for conversations assigned to you. - Use email for an end-of-day summary and the dashboard for real time. - Make sure mentions always alert, even with the rest muted. Tips, limits & best practices - Avoid turning everything on: too many notifications become noise and get ignored. - Prioritize assignments and mentions — usually what matters most. - If push doesn't arrive, start by checking browser/system permissions. Troubleshooting - I don't get browser push: check the site's notification permission and that it isn't blocked at the operating system level. - I don't get emails: check spam, your profile email and that the event is enabled. - I get too many notifications: reduce events/channels in your preferences. - Preferences won't save: reload the page and try again; confirm you're signed in. See also - Account, agents and teams - Business hours, labels and attributes - Guided Tours - Administration overview
Guided Tours
Overview Guided Tours are interactive tutorials inside the platform itself. They highlight interface elements step by step (with a spotlight) and can include short videos to explain each feature, speeding up team onboarding without leaving the screen. Tours are modular and role-aware: each person sees the tour suited to their context, and progress is remembered per user (you resume where you left off). Prerequisites - Guided Tours is an optional feature and must be enabled for your account. If you don't see tours, they may not be active — talk to an administrator. - To edit the videos/steps of each tour, you need platform administration (super admin) access. - Being signed in: tour progress is saved on your user. Step by step For the user (take a tour): 1. When a tour is available, it's offered in the matching area of the platform. 2. Follow the highlighted steps on screen; go forward, back or skip as needed. 3. Watch the short videos where available. 4. On completion, the tour is marked as seen for your user. For the administrator (manage content): 1. Enable the guided tours feature for the account. 2. In the platform administration panel, manage the per-step videos of each tour. 3. Publish and validate the experience from an agent's point of view. Settings & options - Role-aware: the displayed tour adapts to the user's context. - Per-user progress: each person resumes where they left off. - Steps with video: the administrator can attach short videos to each step. - Per-account opt-in: the feature is enabled by the account, not on by default. Use cases - Speed up onboarding of new agents without in-person training. - Introduce a new module to the team with a focused tour. - Reduce repeated questions by showing "where to click" right on screen. Tips, limits & best practices - Keep tours short and focused — a few steps per tour work best. - Use brief videos; they complement, not replace, the highlighted steps. - Re-present a tour after major interface changes. Troubleshooting - I don't see any tour: the feature may not be enabled for the account — talk to an administrator. - The tour doesn't resume where I left off: confirm you're signed in with the same user. - A step's video doesn't appear: the administrator needs to attach the video to that step in the platform panel. See also - Notifications and preferences - Account, agents and teams - Whitelabel (your own brand) - Administration overview