Find your way around Settings

The groups and their pages

• PERSONAL: Profile, Security and Notifications. Everyone has these three.
• WORKSPACE: Account Settings, Billing, Inboxes, Integrations and Import & Migration.
• AI: Bots, Training Hub and MCP Server.
• TEAM: Agents, Teams and Custom Roles.
• CONVERSATIONS: Conversation Workflows, Labels, Canned Responses, Custom Attributes and Spam Filter.
• SLA: SLA Policies.
• AUTOMATION: Automation and Macros.
• DEVELOPER: Webhooks, API Tokens and Audit Logs.
• COMPLIANCE: Data Processing Agreement and Data Subject Requests.

A group only shows when it holds at least one page for you.

What moved

Every page kept its name and its address. Only the groups changed:

• Account Settings and Billing moved from PERSONAL to WORKSPACE.
• Inboxes, Integrations and Import & Migration moved from ACCOUNT SETUP to WORKSPACE, and Bots and Training Hub from ACCOUNT SETUP to AI. The ACCOUNT SETUP group is gone.
• MCP Server moved from DEVELOPER to AI.
• Conversation Workflows moved from AUTOMATION to CONVERSATIONS, and SLA Policies from AUTOMATION to their own group.
• Auto resolve now lives in one place, Settings > Conversation Workflows. Account Settings no longer has it. Each inbox can still set its own rules in its General tab. See Resolve inactive conversations automatically.
• An inbox's own settings open in tabs: General (for example the inbox's name and its auto resolve rules), Widget for a live chat inbox (look, chat bubble, chat triggers and the code for your site), then Collaborators, Business Hours, CSAT, Bot Configuration and the tabs that only some channels have. The former Settings tab is gone.

Search

Type in Search settings... to shorten the list. It finds a page by its name and by a few English keywords, for example csat or business hours find Inboxes, and auto resolve finds Conversation Workflows. When nothing matches, the list says No settings found. The cross in the box clears it.

In a narrow window the list folds into a bar above the page that names the page you are on. Click the bar to open the list with the search box, and pick a page.

Locks and plans

A page your plan does not include shows a small lock. Point at it to see which plan includes it, with Upgrade your plan. Click it to see the plan and its price per seat below the list, with Upgrade now.

• Startup and up: Bots, Training Hub, Labels, Canned Responses, Automation and Macros.
• Business and up: Teams and Custom Attributes.
• Enterprise: MCP Server, Custom Roles, SLA Policies, API Tokens and Audit Logs.

Automation and API Tokens still open below their plan, with the lock next to the name, so you can see and stop what your workspace still runs there. MCP Server does not show at all below Enterprise. The other pages have no plan lock, Conversation Workflows included. Plans are compared in Plans and pricing.

Who sees which pages

Administrators see every page. Agents see the PERSONAL pages and Macros, plus each page their role allows, for example Inboxes with Manage inboxes or Conversation Workflows with Manage account settings. These pages are for administrators only, whatever the role: Import & Migration, MCP Server, Agents, Custom Roles, Custom Attributes, SLA Policies, Webhooks, API Tokens and Audit Logs. See Custom roles and permissions.

Where common settings are

• Resolve quiet conversations automatically: Settings > Conversation Workflows.
• An inbox's name, its own auto resolve rules and deleting the inbox: Settings > Inboxes, Configure next to the inbox, tab General.
• How the chat widget looks and the code for your website: the same place, tab Widget.
• Round robin and conversation limits for an inbox: tab Collaborators of the inbox, see Auto assignment and round robin.
• Who may use the AI assistant in conversations (Enterprise plan): Settings > Account Settings.
• Your own name, picture and password: Settings > Profile. Two-Factor Authentication for your account: Settings > Security.

Frequently asked questions

A settings page is no longer where it was. Where is it?

Every page kept its name, only its group may have changed. Type the name into Search settings..., or check the list under What moved above. Links and bookmarks to settings pages still work, since the addresses stayed the same.

Where did auto resolve go?

To Settings > Conversation Workflows, the one place for the workspace default. Account Settings no longer has it. An inbox with its own rules sets them in its General tab, and Conversation Workflows lists those inboxes under Inboxes with their own rules.

Why is a page missing from my Settings?

Your role does not include it, or it is for administrators only. MCP Server only shows on the Enterprise plan. Ask an administrator if you need a page.

Why does a page show a lock?

Your plan does not include it. Point at the page to see which plan does, or click it for the price per seat and Upgrade now.

Where is the Settings tab of my inbox?

It became two tabs. General has what every inbox has, such as the name and the auto resolve rules. Widget has everything about the chat widget of a live chat inbox.

Can I link a colleague to one inbox tab?

Yes. Each settings page has its own address, and an inbox's tab opens directly when the address ends in ?tab= and the tab, for example ?tab=widget or ?tab=general.