CS Settings

Configure customer service features including brand voice, routing, and follow-up rules.

CS Settings lets you configure how your customer service features operate — from AI brand voice and message routing to follow-up rules and communication channels.

CS Management

Settings areas

Brand Voice

Configure the tone and style of AI-generated customer communications:

  • Tone — Formal, friendly, professional, casual
  • Language preferences — How the AI constructs responses
  • Brand guidelines — Key phrases, values, and messaging to include or avoid
  • Signature — Standard sign-off for customer messages

Consistent communication

Setting a clear brand voice ensures that all AI-generated messages — whether response suggestions or follow-ups — match your company's communication style.

Routing Rules

Define how incoming customer messages are routed to team members:

  • Assignment rules — Which team members handle which types of enquiries
  • Priority levels — Escalation criteria for urgent issues
  • Channel routing — Route messages differently based on the source channel
  • Load balancing — Distribute conversations evenly across the team

Follow-Up Configuration

Manage the automated follow-up system:

  • Enable/disable triggers — Choose which follow-up types are active
  • Timing rules — How long after an event before a follow-up is generated
  • Weekly limits — Maximum follow-ups per customer per week
  • Suppression rules — When to automatically suppress follow-ups

Communication Channels

Configure which channels are available for customer service:

  • Email integration — Connect email accounts for message delivery
  • Platform messaging — In-app messaging configuration
  • Channel-specific settings — Custom rules per communication channel