Team, console and notifications

This page gathers everything you set up for your team's work. How the desk is used day to day is described in the product handbook.

Canned responses

Canned responses are ready-made answers your team inserts with a shortcut. You create them under /app/projects/{id} in the Texts & forms tab, section Canned responses:

• Shortcut – required, no slash, lowercase, for example lieferzeit. Allowed are a-z, digits, ., _ and -, 40 characters at most.
• Title – 120 characters at most.
• Text – required, 2000 characters at most.
• Language – a code such as de. Empty means: any language.
• Only for this project – without the tick, the response applies to all projects of the workspace.

The shortcut is unique per workspace. If you create a response with an existing shortcut, it replaces the old one.

In the desk, your team types / and the shortcut in the reply box. The selection shows up to eight matches, the most used first. Placeholders in «…» in the text are reached with Tab and filled in. If the text of a response itself starts with /, it works as a command (see below). To send a message that really starts with a slash, write //.

Commands in the agent console

Commands go at the start of the reply box. /help shows the list.

• /note Text – internal note, only visible to your team.
• /buttons Frage | Option 1 | Option 2 – a question with 1 to 4 reply buttons, 32 characters each at most.
• /form Frage | Feld | E-Mail:email – a small form with 1 to 4 fields. Types text, email, tel, number, label 40 characters at most.
• /cards Titel | Text | https://… [| https://Bild] ;; … – 1 to 5 cards. Title up to 60, text up to 160 characters.
• /navigate https://… [| Frage] – offers the visitor a page, https only.
• /overlay Titel | Text [| Frage] – shows an overlay, title up to 80, text up to 4000 characters.
• /rate [Frage] – asks for a rating.
• /translate [Text] – with text: send it translated. Without text: translate the visitor's last message for you.
• /transfer Name | Notiz – hand over to a colleague.
• /ki – hand the conversation back to the AI assistant. It knows your team's answers, and the visitor gets a short note.
• /close – close the conversation.
• /ban [Dauer] [Grund] – block the visitor, for example /ban 7d Spam. Duration in m, h or d, default 24 hours, 365 days at most.
• /spam – like /ban 24h, marked as spam.

Which commands someone may use depends on their role. Commands that write into the conversation require the right to reply. /close, /ban and /spam require the right to close conversations, /transfer the right to assign conversations. The roles are described in the product handbook.

Display name and personal settings

Under /app/settings each team member sets for themselves:

• Display name – 100 characters at most. The visitor sees it in the chat window header.
• Language of the account interface (German, English, Polish) and Colour scheme (System, Light, Dark).
• Notifications by email, see below.

Response target and service targets

In the Rules & service tab:

• Response target – Minutes until a human replies, 0 to 1440. 0 means: no target. The assistant's answer does not count. The clock only runs within your availability: a question from Friday 6 pm is five minutes old on Monday at 9:05, not 63 hours.
• Service targets by priority – a table with the priorities Low, Normal, High and Urgent, each with three deadlines in minutes: First human reply, Next reply and Resolution. 0 to 43,200 minutes per field; 0 switches the deadline off. The deadlines count within your business hours. The tags niedrig, hoch and dringend on a conversation set the priority; otherwise Normal applies. The resolution deadline pauses after a reply from your team until the customer writes again. Below it you can see how often deadlines were breached in the last 30 days.

Automation: tags and assignment

Under /app/projects/{id}/routing the automation adds tags and assigns conversations:

• Turn on automation for this project – off by default.
• Add topic tags by keyword – on by default. Up to 60 tags with up to 40 keywords each.
• Detect visitor mood – on by default.
• Add the language as a tag – off by default, with an adjustable prefix (default lang-).
• Tag for urgent requests – optional.
• Also let the AI classify the first message – off by default, available from a paid plan on. Counts towards the AI budget.
• Rules – up to 50; the first matching one wins. Conditions: tag, language, page address, mood, channel. Target: everyone present, a team by skills and languages, or specific people. Distribution in turn (default) or by lowest load.
• Profiles per person (owners and admins) – languages, skills, whether the person receives conversations automatically, and how many they may have open at most (0 means no limit).

An assignment is not a takeover: the AI assistant keeps answering until the assigned person writes themselves.

Automatic translation in the desk

In the AI & knowledge tab, section Assistant: Automatic translation in the desk (default for new conversations). When a visitor writes in a different language than the desk, your team sees the messages translated, with the original on click, and writes in their own language. Before sending, a preview shows what the visitor will receive. Can be switched per conversation.

Automatic translation is available from a paid plan on. Every translation counts towards the project's AI budget. On the free plan, your team translates single messages with /translate.

Email notifications

Per project, in the Rules & service tab, section Email notification: when a visitor has been waiting more than five minutes for a reply and nobody is signed in to the desk, the owners and admins of the workspace get an email.

• Off – default, no email.
• Immediate – every new wait right away, with many visitors up to one email per minute.
• Throttled – the first right away, then at most one every 15 minutes. Whatever starts waiting in between comes together in the next one.
• Digest – one summary at most every 15 minutes, on the quarter hour.

Per person, under /app/settings, section Notifications (for owners and admins):

• A visitor is waiting and nobody is in the desk – on by default.
• Weekly email “Where your customers got stuck this week” – on by default, on Mondays and only in weeks with something notable.

Each of these emails contains an unsubscribe link that works without signing in. Emails about sign-in, password and security cannot be unsubscribed from.

Push notifications

In the desk, each team member switches on push notifications for their device:

• Events – New conversation, New visitor message, Handover to me or to the team, New callback request, Service target exceeded. Default: all.
• Quiet hours – from, to and time zone.

Up to ten devices per person. If the desk is currently open for the project, no push is sent. The notification contains no message text.

Team and rights

Who in the team has which role (Owner, Admin, Member, Viewer), who has access to which projects and which rights you can take away from roles is described under /app/team and in the product handbook.

Under /app/security the owner decides whether agents appear in reports with names, pseudonymised or not individually at all, and how long the audit log is kept (90, 180, 365 or 730 days, or until the workspace is deleted).

Under /app/workspace you upload a Company logo for the account's side menu: PNG, JPEG or WebP, 1 MB at most. It only appears in the account for your team, not in the widget.