Workspace Settings
Configure workspace identity, business hours, phone defaults, escalation, email, and import/export.
Intermediate
2 min read
Workspace Settings
Configure your workspace's core behaviour — identity, business hours, voice defaults, escalation, email, and configuration backup. These settings apply across all channels and workflows.
Go to Settings → Workspace to access these tabs. You'll need workspace management permissions to make changes.
Tabs
| Tab | What's Inside |
|---|---|
| General | Workspace name, slug, language, timezone, signup code, default assistant. |
| Business Hours | Weekly schedule of when the workspace is open. Drives is_business_hours, escalation routing, and phone work modes. |
| Phone | Default phone number, audio recording, and voicemail detection on AI-initiated outbound calls. |
| Escalation | Pause-on-escalate, online/offline message templates, and notification rules for AI→human handoff. |
| HTML footer appended to every outbound email. | |
| Import / Export | Back up, migrate, or share workspace configuration as a portable JSON file. |
Tips
- Set business hours and timezone first. Many other features (escalation, phone work modes, CEL conditions) reference them.
- Configure escalation early. Even if you plan to let the AI handle everything, have a notification path ready for edge cases.
- Export before risky changes. A quick export gives you a rollback path if a configuration change goes sideways.
- Per-channel configuration lives elsewhere. Per-phone-number settings, per-inbox settings, and individual notification rules live on their own pages — this section is workspace-wide defaults only.
Related
- Phone & Voice — Per-number phone settings (work modes, brand, signup, anonymous callers).
- Email Inboxes — Per-inbox email settings.
- Notification Preferences — Per-member notification opt-outs.
- Organizations — Organization-level settings, billing, and provisioning.
Related Resources
General
Workspace name, slug, default language, timezone, signup code, and default assistant.
Business Hours
Define when your workspace is open. Drives escalation routing, phone work modes, and the is_business_hours variable.
Phone
Workspace-wide voice defaults — default phone number, audio recording, and voicemail detection on AI-initiated outbound calls.
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