General Settings

Overview

General Settings control project-wide configurations that apply to all inboxes in your OCC instance.

To access General Settings:

1. Go to Settings from the sidebar
2. Click General

Project Name

Set a name for your OCC project. This appears in the header and helps identify your workspace.

To change the project name:

1. In General Settings, find "Project Name"
2. Enter your desired name (e.g., "Customer Support Hub," "Sales Team")
3. Click Save

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Pro Tip: Use a descriptive name if you manage multiple OCC instances for different teams or departments.

Send Transcript via Email

Allow agents and customers to receive conversation transcripts via email.

How it works:

• When enabled, users can request a full transcript of a conversation
• The transcript is sent to the email address associated with the conversation
• Useful for record-keeping and follow-ups

To enable/disable:

1. In General Settings, find "Send Transcript via Email"
2. Toggle ON or OFF
3. Click Save

Idle Timeout

Set how long a conversation can remain inactive before it's automatically marked as idle.

How it works:

• After the specified time without activity, the conversation is marked as "waiting for customer"
• This helps agents focus on active conversations
• The conversation remains open but is deprioritized in the inbox

To configure idle timeout:

1. In General Settings, find "Idle Timeout"
2. Enter the timeout duration in minutes (e.g., 30, 60, 120)
3. Click Save

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Pro Tip: Set idle timeout to match your typical response time expectations. For example, if customers usually reply within an hour, set it to 60-90 minutes.

Operating Hours

Define when your team is available to respond to customer messages. Customers who message outside operating hours receive an automatic notification.

Enabling Operating Hours

1. In General Settings, find "Operating Hours"
2. Toggle Enable Operating Hours to ON
3. Click Save

Setting Your Schedule

To configure working hours:

1. Select your timezone from the dropdown
2. Define your operating hours:
   • Days of the week: Select which days you're available (e.g., Monday-Friday)
   • Time slots: Set start and end times (e.g., 9:00 AM - 5:00 PM)

Adding a second time slot: If you have split shifts (e.g., 9 AM-1 PM and 3 PM-7 PM):

1. Click "+ Add Time Slot"
2. Set the second interval
3. Click Save

Example Schedule:

• Monday-Friday: 9:00 AM - 1:00 PM, 2:00 PM - 6:00 PM
• Saturday: 10:00 AM - 2:00 PM
• Sunday: Closed

Out-of-Hours Message

Set a custom message that customers receive when they contact you outside operating hours.

To configure the message:

1. In Operating Hours, find "Out-of-Hours Message"
2. Enter your message (e.g., "Thanks for reaching out! We're currently offline. Our team operates Monday-Friday, 9 AM - 6 PM EST. We'll respond as soon as we're back online.")
3. Click Save

Message variables you can use:

• {operating_hours} - Automatically inserts your configured hours
• {next_available} - Shows the next time your team will be online

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Pro Tip: Include your operating hours and expected response time in the out-of-hours message to set clear expectations.

Best Practices

Project Name:

• ✅ Use a clear, descriptive name
• ✅ Include department or team name if managing multiple instances
• ✅ Keep it under 30 characters for better display

Idle Timeout:

• ✅ Set based on your average response time
• ✅ Consider customer expectations in your industry
• ✅ Typical ranges: 30-60 minutes for real-time support, 2-4 hours for async support

Operating Hours:

• ✅ Be realistic about your team's availability
• ✅ Update hours during holidays or special events
• ✅ Consider time zones if serving global customers
• ✅ Test the out-of-hours message to ensure it's clear