Administration
Manage users, invitations, categories, agent coverage, workflows, SLA policies, the AI profile and auto-triage, the chat widget, knowledge gaps, and broadcast push. For Admins and Owners.
The Admin panel (/admin) is where Admins and Owners configure the
workspace. It's hidden for Members and Agents.
Users & memberships
Under Users, Admins and Owners:
- See every member of the workspace.
- Create users and grant them a membership with a role (Member, Agent, Admin).
- Edit a user's role and details, and remove memberships.
- For Agents, assign the categories they cover (see below).
Because roles live on the membership, the same person can hold different roles in different workspaces.
Invitations
The usual way to add people is by email invitation: enter an email address and a role, and the invitee receives a secure, single-use link (valid for 7 days) where they choose their own username and password. From the pending-invitations list you can copy the link, resend (which issues a fresh link and kills the old one), or revoke. If the invitee already has an account, accepting simply adds the new workspace membership - no duplicate account, no password change.
Roles are powerful. Granting Admin gives full configuration access; grant it sparingly. The Owner role has complete control of the workspace.
Categories
Under Categories you define the categories that cases and knowledge articles fall into - e.g. Hardware, Software, Access requests. Categories are also the link between cases and the agents who handle them.
Workflows
Under Workflows you manage the status workflows that govern how cases move from New to Closed, and which categories belong to each workflow. See the case lifecycle.
Agent coverage (category assignments)
Linking an Agent to one or more categories does two things:
- The agent sees every case in those categories (the "covering for a colleague" visibility rule).
- Work in those categories naturally routes to the agents who cover them.
This lets you direct cases to the right people without manual triage on every ticket - and it's what AI auto-assignment uses to pick an agent.
SLA policies
Under SLA policies you define first-response and resolution targets per priority and/or category; the most specific active policy wins, with a tenant-wide default as fallback. Targets are computed onto each case at creation (and recomputed when priority or category changes), every case shows a live SLA state - on track, at risk, breached, met - and a breach automatically flags the case and notifies the assignee and the workspace admins. Applying a sector preset creates a sensible starter set.
AI profile & auto-triage
Under AI profile you give the workspace's AI its identity: sector, business description, tone (professional, friendly, casual), custom instructions, and the language policy (reply in each user's language, or a fixed default). Eight sector presets fill the profile and can create starter categories and SLA policies in one click - idempotent, so re-applying never overwrites or deletes anything.
The same page holds the two auto-triage toggles:
- Auto-classification - new cases get an AI-suggested category and priority, but only for fields the reporter left unspecified.
- Auto-assignment - classified cases route to the least-loaded agent covering the category.
Every AI triage decision is recorded in the case's change history as an AI triage entry, and a failure never blocks case creation.
Chat widget
Under Chat widget you configure the embeddable website widget: an enable toggle, the embed snippet to copy, the allowed origins list, theme color, welcome message, whether visitors may create cases, and whether an email address is required first. The widget key is public but powerless on its own - sessions are only minted for allowed origins, are rate-limited, and expire quickly - and you can rotate the key at any time.
Knowledge gaps
Under Knowledge gaps you see which categories collect questions the knowledge base can't answer, with counts and sample cases - and a Draft article button that turns resolved cases into an unpublished AI-drafted article. See the knowledge base.
Broadcast push
Under Broadcast push you send a one-off push notification to everyone in the workspace who has push enabled - for urgent, must-reach-everyone messages. See Notifications.
Workspace management (super admin)
Creating and managing the workspaces (tenants) themselves is reserved for platform super admins and sits outside the normal workspace roles.
Coming soon: custom domains per workspace, so each tenant can run the portal on its own domain.
Who can do what
| Action | Member | Agent | Admin | Owner |
|---|---|---|---|---|
| Open the Admin panel | ✗ | ✗ | ✓ | ✓ |
| Manage users, memberships & invitations | ✗ | ✗ | ✓ | ✓ |
| Manage categories | ✗ | ✗ | ✓ | ✓ |
| Manage workflows | ✗ | ✗ | ✓ | ✓ |
| Assign agents to categories | ✗ | ✗ | ✓ | ✓ |
| Manage SLA policies | ✗ | view | ✓ | ✓ |
| Edit the AI profile & auto-triage toggles | ✗ | view | ✓ | ✓ |
| Configure the chat widget | ✗ | ✗ | ✓ | ✓ |
| View knowledge gaps & draft articles | ✗ | ✗ | ✓ | ✓ |
| Send broadcast push | ✗ | ✗ | ✓ | ✓ |
| Manage workspaces (tenants) | super admin only |
Booking & availability
Let customers book appointments, tables or rentals - set your availability once, then take bookings through a widget, a public link or the AI chat, with confirmations and calendar invites.
Your account
Manage your profile, set your language and control push notification preferences.