Settings
What it is
Settings is the central configuration area for your entire BotBat workspace. It contains every option that controls how your workspace looks, behaves, and protects itself. From organization-level details such as your company name, timezone, and default language, through security hardening with two-factor authentication and session management, all the way to operational preferences like notification behavior, channel defaults, inbox auto-assignment rules, and business hours scheduling.
The Settings module is organized into clearly separated sections so you can find what you need without scrolling through unrelated options. Organization settings control workspace identity. Security settings protect your team's accounts. Notification settings determine how agents are alerted. Channel settings configure default behaviors for each connected messaging platform. Auto-assignment rules distribute incoming conversations automatically. Business hours define when your team is available and trigger away messages outside those windows.
Changes to settings take effect immediately unless otherwise noted. Some changes, such as enforcing two-factor authentication for all members, trigger email notifications to affected users. Every settings change is recorded in the workspace audit trail (accessible from the Users & Roles module) so you can trace when and by whom a configuration was altered.
When to use
| Scenario | What to do |
|---|---|
| Setting up a new workspace | Configure your organization name, timezone, and default language so timestamps, reports, and the UI reflect your business location. |
| Hardening account security | Enable two-factor authentication for all team members and review active sessions to detect unauthorized access. |
| Customizing notification behavior | Toggle desktop notifications and notification sounds on or off so agents are alerted in the way that suits their workflow. |
| Configuring channel defaults | Set the default reply channel, fallback messages, and session timeout for each connected messaging channel. |
| Automating conversation assignment | Define auto-assignment rules so incoming inbox conversations are distributed to agents based on round-robin, load balancing, or skill-based routing. |
| Defining business hours | Specify when your team is available so that auto-replies and SLA clocks respect your operating schedule. |
Steps
Editing organization details
Click "Settings" in the Account section of the sidebar. Under the "Organization" section, update the workspace name (displayed in the header and on outgoing notifications), select your timezone from the dropdown, and choose the default interface language. The timezone setting is critical because it determines when scheduled campaigns fire, how analytics timestamps are displayed, and when business hours begin and end.
If your organization operates across multiple timezones, choose the timezone of your headquarters or primary operations center. Individual agents can override the display timezone in their personal preferences, but system-level schedules always reference the workspace timezone.
Configuring notification preferences
In the "Notifications" section, you control how agents are alerted about workspace events. The following options are available:
| Setting | Description | Default |
|---|---|---|
| Desktop notifications | Browser push notifications for new events | On |
| Notification sounds | Audio alert when a new event occurs | On |
| New message alerts | Notify when a new message arrives in the inbox | On |
| Assignment alerts | Notify when a conversation is assigned to you | On |
| Mention alerts | Notify when another agent mentions you in a note | On |
| Campaign alerts | Notify when a campaign completes or fails | Off |
Each agent can override these defaults in their personal notification preferences. Workspace-level defaults apply to new team members until they customize their own settings.
Enabling two-factor authentication
Navigate to the "Security" section and click "Enable 2FA." A setup wizard guides you through linking an authenticator app (such as Google Authenticator, Authy, or 1Password). Scan the QR code displayed on screen, enter the verification code from your authenticator app, and save backup recovery codes in a secure location.
To enforce 2FA for all workspace members, toggle the "Enforce for all members" switch. When enforcement is enabled, users who have not yet configured 2FA are prompted to set it up on their next login. They cannot access the workspace until 2FA is active on their account. This enforcement setting is strongly recommended for workspaces that handle sensitive customer data or operate in regulated industries.
Managing active sessions
In the "Sessions" panel under Security, review all active sessions across devices. Each entry shows the device type, browser, IP address, approximate location, and the timestamp of the last activity. If you see a session you do not recognize, click "Terminate" to end it immediately. The terminated session's user is logged out and must re-authenticate.
Periodically reviewing sessions is a security best practice, especially if team members occasionally access the workspace from shared or public computers. Stale sessions from forgotten devices represent a real attack surface.
Creating auto-assignment rules
In the "Auto-Assignment" section, click "Add Rule" to create a new conversation distribution rule. Choose the assignment strategy from the available options:
| Strategy | How it works |
|---|---|
| Round-robin | Distributes conversations evenly across all participating agents in rotation. |
| Least-active | Assigns to the agent currently handling the fewest open conversations. |
| Skill-based | Routes conversations to agents tagged with specific skills matching the conversation topic or channel. |
Select which agents or teams participate in the rule, and set priority conditions (e.g., VIP contacts always go to senior agents). Multiple rules can coexist; they are evaluated in priority order, and the first matching rule wins.
Defining business hours
Open "Business Hours" and toggle it on. Set your operating hours for each day of the week using the time pickers. Add exceptions for holidays or special closures by clicking "Add Exception" and selecting the date.
Outside of configured business hours, the platform sends the away message you define in the "Away Message" field. SLA clocks pause outside business hours so agents are not penalized for response times during off-hours. If your team operates 24/7, leave business hours disabled; the system will treat every hour as active.
Common pitfalls
| Pitfall | Why it matters |
|---|---|
| Setting the wrong timezone | Scheduled campaigns fire at the wrong time and analytics timestamps become misleading. Double-check this during initial setup. |
| Not enforcing 2FA across the team | Enabling 2FA only for your own account leaves other team member accounts vulnerable. Use the "Enforce for all members" toggle. |
| Overly broad auto-assignment rules | Assigning all conversations to all agents without skill or team filters results in agents receiving conversations they cannot handle. |
| Forgetting to set business hours | Without business hours, auto-replies and SLA timers run 24/7, setting unrealistic expectations for customers and unfairly penalizing agents. |
| Ignoring session management | Stale sessions from forgotten devices (e.g., a shared computer) can be a security risk. Periodically review and terminate unused sessions. |
After changing your timezone or business hours, send a test message to yourself to verify that auto-replies and timestamps display correctly before going live.
- Settings Overview
- Organization Details
- Notification Preferences
- Security & 2FA
- Active Sessions
- Auto-Assignment Rules
- Business Hours