Reference
Organization Settings
A map of every settings page, plus general settings, notifications, and billing in detail.
Here's where everything lives in Settings, plus the details on the pages that don't have their own guide.
Where Everything Lives
| Section | Page | What's there |
|---|---|---|
| Account | Profile | Your name, NPN, and licensed states |
| Notifications | Which alerts you get, and how (below) | |
| Organization | General Settings | Logo, name, MFA, policy status reasons (below) |
| Billing & Usage | Plan, credits, and invoices (below) | |
| Users, Invites, & Roles | Your team and their roles. See Invite Your Team and Roles and Permissions | |
| Operating Hours | Business hours and holidays. See Business Hours and Holidays | |
| Softphone Settings | Agent availability, unavailable messages, default dispositions, and manual outbound scripts (below) | |
| Inbox Settings | The default sort everyone's Inbox opens with. See Your Inbox | |
| Address Book | Carrier lines, provider numbers, and agent lines your team can dial or transfer to from the softphone | |
| Phone Suppressions | Numbers nobody can call or be called by. See Suppress Unwanted Callers | |
| Scenarios | Situations your AI can recognize. See Default Dispositions and Scenarios | |
| Messaging | Registration & Compliance | SMS and RCS registration. See SMS and RCS Registration |
| CRM Settings | Custom Fields | See Custom Fields |
| Tags | See Customer Tags | |
| Import Contacts | See Import Your Book of Business | |
| Customer Assignments | See Assign Customers to Agents | |
| Developer | API Keys, Webhooks | For your developers. See the API Reference |
| Integrations | Integrations | Connected apps, like your CRM. See Connect Your CRM |
What you see depends on your role, so some of these might not show up for you.
General Settings
Settings > Organization > General Settings:
- Organization Logo: upload up to 2MB. It shows up across your workspace.
- Organization Name.
- Require MFA for Login: makes everyone on your team use multi-factor authentication.
- Require Policy Status Reasons: when it's on, setting a policy to Cancelled or Not Approved by hand asks for a reason, so you always know why you lost one.
Softphone Settings
Settings > Organization > Softphone Settings has four parts:
- Agent availability: whether agents start out Available or Busy when they log in (Login status), your named Busy statuses (each with a Status name and an optional Timer (min)), and whether to enforce auto-answer. Read Agent Availability and Auto-Answer before mixing timed statuses with enforced auto-answer.
- Unavailable messages: what callers hear before an unanswered call ends.
- Default dispositions: the outcomes for manual outbound calls and destinations without their own. See Default Dispositions and Scenarios.
- Manual outbound scripts: the scripts agents can pick on manual outbound calls.
Notifications
Settings > Account > Notifications is a grid of events by channel. Each person sets their own:
| Event | Channels |
|---|---|
| Inquiry Raised | Email, In App (SMS coming soon) |
| Task Assigned | Email, In App (SMS coming soon) |
| Mentions | Email, In App (SMS coming soon) |
| Appointment Booked | Email, In App, when an appointment is booked for you |
| Appointment Reminder | Email, In App, plus how far ahead (5 minutes to 1 day before) |
Inquiry Raised goes to the customer's assigned agent when the AI logs an inquiry. See Handle Inquiries.
Billing & Usage
Settings > Organization > Billing & Usage (you need billing permission) works on credits: your plan comes with a monthly credit allowance, and usage draws it down.
- Plans: three tiers (Independent, Agency, Agency Plus), billed monthly or yearly. Yearly gets you one month free. Checkout and payment run through Stripe, and Manage Billing opens the Stripe portal for payment methods and invoices.
- Credits: your balance and this cycle's usage, with quick Add Credits amounts and auto top-up (refill by a set amount whenever your balance drops below a threshold), so campaigns never stall on an empty tank.
- Credit Usage: this cycle's spend by service: Voice AI, Softphone, SMS, RCS, Branded Caller ID, Plan Lookup, and Phone Numbers.
- Transactions: every charge, with its status and a link to the invoice.