# Setup & Configuration

# 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**

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## 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.
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## 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**

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## 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.
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## 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**

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### 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

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### 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.
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## 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