Workspace Settings

Configure your workspace's core behavior — business hours, escalation rules, branding, and defaults that apply across all channels and workflows.

Go to Settings → Workspace to access these settings. You'll need workspace management permissions to make changes.

General

Basic workspace identity and configuration.

Setting	What It Does
Name	Display name for your workspace
Slug	URL identifier (e.g., `my-workspace`) — used in site URLs and API paths
Timezone	Default timezone for scheduling, business hours, and event timestamps
Locale	Language and regional formatting preferences
Signup Code	Code required for new members to join via self-service signup
Public	Whether the workspace appears in public directories
Default Agent	The agent used when no specific agent is assigned to a workflow or task

Define when your workspace is "open." Business hours drive multiple platform behaviors:

For each day:

Default: Monday through Friday, 9 AM to 6 PM in the workspace timezone.

Workspace-wide phone settings that apply to all phone numbers. Individual numbers can override these.

Setting	What It Does
Brand Name	How the AI introduces itself on calls (e.g., "Thanks for calling Acme Corp")
Brand Description	Brief company description used for context and compliance
Brand Website	Company website URL for reference
Default Workflow	Workflow used for calls that don't have a specific assignment

See Phone & Voice for per-number configuration.

Configure how conversations escalate from AI to humans. This applies across all channels.

Setting	What It Does
Escalation Workflow	The workflow triggered when the AI escalates a conversation
Escalation Message	Message sent to the user when escalation occurs
Business Hours Behavior	How escalations work during vs. outside business hours — you can route differently after hours

Workspace-wide email defaults for outbound messages.

Setting	What It Does
From Name	Display name for outbound emails (e.g., "Acme Support")
Reply-To	Where replies go when someone responds to a system email
Signature	Text appended to the bottom of all outbound emails

See Email & Inboxes for per-inbox configuration.

Configure default behavior for workspace-level actions.

Setting	What It Does
Default Webhook URL	Fallback URL used when an action doesn't specify its own webhook endpoint
Retry Policy	How failed actions are retried (number of attempts and delay)

See Actions for creating and configuring individual actions.

Manage your workspace configuration as a whole.

Download your entire workspace configuration as a JSON file. Useful for:

Upload a workspace configuration JSON to restore or apply settings.

Warning: Import overwrites existing configuration. Always export first as a backup before importing.

Set business hours early — Many features reference them, including phone work modes, escalation rules, and CEL conditions
Configure escalation — Even if you plan to let the AI handle everything, have an escalation path ready for edge cases
Use the default agent — Setting a workspace default means new workflows automatically have an AI assigned
Export regularly — Keep periodic configuration backups, especially before making large changes

Manage your organization, members, and workspaces.

Configure Single Sign-On (SSO) with Google Workspace for your organization.

Configure your workspace through natural conversation with your AI agent.

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