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Global Workspace Settings

Account Personal Profile Management

The Account preferences panel contains three main setup screens:

1. General Profile Panel

  • Avatar Upload Box: An interactive upload container labeled Upload photo that accepts profile image formats. It enforces strict structural system constraints: .jpeg, .jpg, .png, and .gif extensions are permitted up to a maximum file weight threshold of 3,145,728 bytes.
  • User Information Form: Captures core operator attributes across designated input fields: full Name, verification Email, corporate Job title, Phone number, company Website, Language, Country, City, and an About biographical summary layout block.
  • System Time Formatting: A configuration choice setting global display defaults between 12 Hours and 24 Hours layouts.

2. Web Notifications Configuration Matrix

An absolute layout matrix allowing agents to check or uncheck boxes to toggle localized Web notification triggers for specific application events:

  • New Message: Alerts operators when new text updates arrive within an ongoing chat.
  • New Conversation: Triggers visual notifications when unassigned chats land in active queues.
  • New Ticket & New Ticket Message: Manages browser notification alerts for background support incident updates.

3. Security Credentials Settings

Provides input forms to update system credentials across three strict field steps: Current password, New password, and Confirm new password, processed through a green validation confirmation button.

Team Workspace Management

The Teams panel is divided into four main functional administrative areas:

1. Personnel Directory

  • Availability State Filters: Refines the active team member list view based on real-time availability states: All, Online, Offline, Busy, or Inactive. Includes a target text search lookup bar to scan for specific team members.
  • Personnel Log Grid: Columns log individual identifiers, names, registered emails, assigned department groupings, and current availability status.

2. Invitations Workspace

  • Sending Invites: Clicking Add launches the Invite your teammates to Ark modal configuration form. This form requires values for full Name, Email Address, assigned user Role (e.g., Agent, Administrator), and target team Department, processed through an Invite Agent submission script.
  • Invitations Ledger: Tracks outstanding invitations across specific columns recording unique item IDs, target invite names, destinations emails, assigned roles, department groupings, and absolute creation dates.

3. Departments Subsystem

  • Creating Departments: Clicking Create department launches a clean field dialog requiring a department name input string under the Full name key.
  • Structural Table: Tracks department instances, tracking data across structural unique IDs, naming definitions, creation dates, and action rows.

4. Sub-Organizations Subsystem

  • Creating Sub-Organizations: Clicking Create Sub Organization launches an administrative form requiring values for full Name and a matching routing Slug. It also provides configuration choice components to toggle between a Personal layout template and a Shared workspace template.
  • Structural Ledger: Tracks your multi-tenant child infrastructure nodes across designated IDs, formal names, identifying URLs slugs, absolute creation dates, and modification controls.

4. Comprehensive Role-Based Access Control (RBAC) Permissions Matrix

Clicking Create Role + inside the Roles & Permissions panel opens the master configuration workspace titled Create Role Permissions. This interface maps an extensive list of granular toggle triggers, categorized into distinct systemic access namespaces:

Namespace Category Explicit Permission Triggers Available
Global Access Controls Select all permissions trigger node, Access baseline navigation
Teams Management List teams, Update team, Delete team
Invitation Management List invitations, Create invitation, Delete invitation
Roles Management List roles, Read role, Create role, Update role, Delete role
Conversation Management List conversations, Read conversation, Change conversation status, Toggle AI bot in conversation
Notes Management List notes, Create note, Update note, Delete note
Widget Management Read widget code integration, Read widget customization, Update widget customization
Tag Management List tags, Create tag, Update tag, Delete tag
Contacts Management List contacts, Update contact, Delete contact
Autopilot AI Management List autopilot, Create autopilot, Update autopilot, Delete autopilot
Knowledge Base Core List knowledge base, Create knowledge base, Update knowledge base, Delete knowledge base
Knowledge Base Configuration List knowledge base config, Create knowledge base config, Delete knowledge base config, Web scrape knowledge base configuration
Canned Response Engine List canned responses, Create canned response, Update canned response, Delete canned response
FAQ System Management List FAQs, Create FAQ, Update FAQ, Delete FAQ
WhatsApp Session Handling List WhatsApp sessions, Create WhatsApp session, Delete WhatsApp session
Telegram Channel Controls List Telegram sessions, Create Telegram session, Delete Telegram session
Instagram Channel Controls List Instagram sessions, Create Instagram session, Delete Instagram session
Facebook Channel Controls List Facebook sessions, Create Facebook session, Delete Facebook session
Twitter Channel Controls List Twitter sessions, Create Twitter session, Delete Twitter session
Outlook Integration Engine List Outlook emails, Send Outlook email
Gmail Integration Engine List Gmail emails, Send Gmail email
System Settings Management Read chat settings, Update chat settings, Read operating hours, Update operating hours
Calendar & Bookings Subsystem List available times, Create available time, Delete available time, Read calendar integration, Read calendar customization, Update calendar customization

Operators can toggle each permission row entry via drag-and-drop indicator paths. Saving changes via the Update action handles compiles and deploys the access controls immediately across the platform.

Chat Routing Automation & Preference Engine

This module contains three core administrative setup views:

1. Routing & Customization View

  • Chat Assignment Method: Defines how inbound conversations distribute across your team:
    • Auto Assignment: Evenly distributes conversations across open agent queues based on real-time availability states.
    • Manual Selection: Broadly fires unassigned ticket alerts across the entire department directory, routing the conversation to the first agent who claims focus.
  • Chat Routing Rules Grid: Adds granular routing rules based on customer language or channel attributes. Features input selectors mapping target variables for Assigned To (agent/team targets), Platform (e.g., All, whatsapp, telegram, Widget), Language, Department (e.g., All, hadith), and explicit row deletion commands.
  • Booking Routing Rules: Maps incoming client calendar reservations to specific internal account executives or specialist consultation departments.

2. Responder Preferences & Supported Languages View

  • Responder Preference Hierarchy: Defines your default automated response tier via a system selection menu:
    • Human: Routes incoming customer items directly onto active agent triage streams.
    • Autopilot AI: Immediately engages your document-trained ChatGPT persona.
    • Adam AI: Routes requests directly onto specialized Adam AI communication scripts.
  • Session Responder Type Overrides: A routing grid allowing you to override default responder logic for specific social channels or business sessions. Includes input selectors mapping Platform, Session, and Responder (Human vs Chat GPT) settings.
  • Supported Languages Framework: System checkboxes to manage the active language profiles deployed across client-facing widgets (e.g., Arabic, English). Features a contextual dropdown list (Chat language) to introduce further regional language packs.

3. Required Fields & Rating Matrix

  • Pre-Chat Capture Requirements: System switches to toggle mandatory validation fields for customers prior to session creation: Name, Phone Number, or Email.
  • Rating Systems Toggle: A simple boolean switch (Allow Chat Rating) that enables or disables satisfaction surveys upon closing a chat.

Clicking the green Save action button commits your assignment and routing updates instantly across the workspace environment.

Business Operating Hours View

  • Overview: Defines operational calendar timelines to guide automated chat assignment rules based on your team's weekly availability.
  • Master Operating Activation: A main toggle switch component labeled Enable that turns operating hours constraints on or off. When disabled, the platform routes conversations based solely on live agent availability markers.
  • Timezone Configuration: A dropdown directory menu to anchor your operational schedule to a specific global timezone baseline.
  • Weekly Operating Hours Matrix: An itemized tabular schedule from Saturday through Friday. Each weekday row features dedicated inputs to track operational windows:
    • From: Defines opening shift timestamp metrics (e.g., 09:00).
    • To: Defines closing shift timestamp metrics (e.g., 17:00).
    • Day Toggle: A localized switch component to enable or disable operations for that specific day of the week (e.g., toggling weekend availability off).
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