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Business Operations Settings

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Configuration Settings

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Working Hours

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What Working Hours Control

Your business availability:

• When customers can expect responses from human team members
• AI agent behavior during business vs. after-hours
• Response expectations shown to customers
• Staff scheduling and assignment coordination

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Setting Your Working Hours

1. Go to Settings > Configurations
2. Find “Working Hours” section
3. Set start time - when your business opens
4. Set end time - when your business closes
5. Choose timezone - should match your account timezone
6. Save changes to apply new hours

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How Working Hours Affect Customer Experience

During business hours:

• AI agent can offer to connect customers with human help
• Response time expectations are higher
• Escalation to human agents is available
• More immediate support options offered

After business hours:

• AI agent handles most requests independently
• Customers told about business hours
• Complex issues may be queued for next business day
• Focus on providing helpful information until you’re available

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Best Practices for Working Hours

• Match your actual availability - don’t promise hours you can’t keep
• Consider customer timezone - especially for international businesses
• Update for holidays - adjust schedule for special dates
• Communicate changes - let customers know about temporary schedule changes

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Notification Settings

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Types of Notifications Available

Conversation Assignment:

• Get notified when new conversations are assigned to you
• Email alerts for urgent customer issues
• Team coordination updates

System Alerts:

• Integration issues or failures
• AI agent performance concerns
• System maintenance notifications

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Configuring Your Notifications

1. Go to Settings > Configurations > Notifications
2. Toggle on/off different notification types
3. Choose notification methods (email, in-app, etc.)
4. Set urgency levels - what constitutes an urgent alert
5. Save preferences

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Smart Notification Strategy

Enable for:

• New conversation assignments
• Customer escalation requests
• System issues that affect customer service
• Important team coordination messages

Disable to avoid overwhelm:

• Every new customer message (let AI handle routine)
• Non-urgent system updates
• Low-priority administrative notifications

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Message and Media Settings

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Auto Follow-up Configuration

What auto follow-up does:

• Automatically sends follow-up messages to customers
• Ensures no customer request goes unanswered
• Maintains engagement during business transitions

Setting up auto follow-up:

1. Enable auto follow-up toggle
2. Choose timing - how long to wait before follow-up
3. Select template - what message to send
4. Set conditions - when follow-up should/shouldn’t happen

Good follow-up timing:

• 24 hours for general inquiries
• 4-6 hours for urgent customer issues
• 2-3 days for informational requests
• 1 hour for time-sensitive matters

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Media Support Settings

Types of media:

• Images - product photos, screenshots, documents
• Documents - PDFs, contracts, manuals
• Voice messages - audio recordings
• Videos - product demos, explanations

Configuration options:

• Enable/disable specific media types
• Set file size limits for uploads
• Configure unsupported media messages - what to tell customers when they send unsupported files

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Product Settings

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Currency Configuration

Why currency matters:

• Prices display correctly for your market
• Payment processing uses right currency
• Customer invoices and receipts are accurate
• International customers understand pricing

Setting your currency:

1. Go to Product Settings
2. Select default currency from dropdown
3. Choose display format - symbol placement, decimal places
4. Save configuration

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Product Display Options

Quantity Management:

• Enable quantity tracking - show available stock
• Display low stock warnings - alert customers when supplies are limited
• Handle out-of-stock - what to show when items unavailable

Custom Product Options:

• Size variations - clothing, equipment sizes
• Color choices - different product variations
• Material options - fabric, metal, plastic choices
• Personalization - custom text, engravings, modifications

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Shipping Settings

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Understanding Shipping Configuration

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Why Shipping Settings Matter

• Accurate costs - customers see real shipping prices
• Delivery expectations - clear timeframes for arrival
• Geographic coverage - which areas you serve
• Professional service - smooth ordering and delivery process

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Types of Businesses That Need Shipping Settings

• E-commerce stores - selling physical products online
• Local delivery - restaurants, grocery, local services
• Subscription boxes - regular product deliveries
• B2B sales - shipping to business customers

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Setting Up Shipping Options

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Creating Shipping Methods

1. Go to Settings > Shipping
2. Click “Add Shipping Option”
3. Enter shipping details:
   • Name - “Standard Shipping”, “Express Delivery”, etc.
   • Cost - flat rate or calculation method
   • Delivery time - estimated days/hours
   • Description - what this option includes

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Shipping Method Examples

Standard Shipping:

• Cost: $5.99 or free over$50
• Delivery: 5-7 business days
• Coverage: Nationwide
• Good for: Regular orders, non-urgent items

Express Shipping:

• Cost: $15.99
• Delivery: 1-2 business days
• Coverage: Major cities only
• Good for: Urgent orders, time-sensitive items

Local Delivery:

• Cost: $3.99 or free over$25
• Delivery: Same day or next day
• Coverage: Specific city/region
• Good for: Local customers, fresh items

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Geographic Coverage

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Setting Delivery Areas

Country-wide shipping:

• Enable entire country for delivery
• Set single shipping rate for whole country
• Good for: Established businesses with logistics partnerships

City-specific shipping:

• Choose specific cities you deliver to
• Different rates per city based on distance/logistics
• Good for: Local businesses expanding gradually

Custom coverage areas:

• Select states/provinces individually
• Set postal code ranges for precise targeting
• Good for: Regional businesses with specific service areas

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Managing Shipping Locations

1. Choose coverage type (countrywide, city-specific, custom)
2. Select locations from available lists
3. Set specific rates for different areas if needed
4. Configure delivery timeframes per location
5. Save shipping coverage settings

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Advanced Shipping Features

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Free Shipping Thresholds

How it works:

• Set minimum order amount for free shipping
• Encourages larger orders from customers
• Reduces per-order shipping costs for your business

Setting up free shipping:

1. Edit shipping option
2. Set “Free Shipping Threshold” amount
3. Choose which shipping methods qualify for free shipping
4. Save settings

Good threshold amounts:

• 50-100% above average order - encourages upselling
• Round numbers - $50,$75, $100 for easy communication
• Competitive with market - check what competitors offer

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Dynamic Shipping Rates

Weight-based shipping:

• Different rates for different product weights
• Accurate cost calculation for varied product catalogs
• Fair pricing for both light and heavy items

Distance-based shipping:

• Rates vary by delivery distance from your location
• More accurate than flat-rate shipping
• Requires integration with shipping calculation services

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Payment Settings

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Available Payment Methods

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Cash on Delivery (COD)

What it is: Customer pays when the product is delivered Good for:

• Markets where online payment is less common
• High-value items customers want to see first
• Building trust with new customers
• Local delivery businesses

COD Configuration:

1. Enable COD in Payment Settings
2. Set COD fee (if any) for this payment method
3. Choose eligible areas - not all regions may support COD
4. Configure delivery confirmation requirements

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Payment Links

What it is: Secure online payment processing through email/message links Good for:

• Online businesses with established customer base
• Quick checkout processes
• Professional payment processing
• Automatic payment confirmation

Payment Link Setup:

• Connect payment processor (Stripe, PayPal, local providers)
• Configure accepted payment types (cards, bank transfers, etc.)
• Set payment confirmation workflows
• Test payment process before customer use

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Bank Transfers

What it is: Direct transfer to your business bank account Good for:

• B2B transactions with established customers
• Large orders where processing fees matter
• Markets where bank transfers are preferred
• International customers with currency considerations

Bank Transfer Configuration:

1. Enable bank transfer option
2. Enter your bank details that customers will see
3. Create payment instructions for customers
4. Set confirmation process for received payments

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Payment Method Strategy

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Choosing Right Payment Options

Consider your customers:

• Demographics - age, tech comfort, location
• Order values - small purchases vs. large investments
• Geographic location - local payment preferences
• Business type - B2B vs. B2C different needs

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Multiple Payment Options

Benefits of offering variety:

• Increased conversion - customers choose preferred method
• Geographic coverage - different regions prefer different methods
• Risk distribution - not dependent on single payment processor
• Customer trust - options suggest established business

Managing multiple methods:

• Clearly display available options to customers
• Test all methods regularly to ensure they work
• Monitor fees - different methods have different costs
• Track preferences - see which customers prefer which methods

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Payment Security and Compliance

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Protecting Customer Information

Security measures:

• Use established payment processors - don’t handle raw payment data
• SSL encryption for all payment pages
• PCI compliance if handling card information
• Regular security updates for payment systems

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Building Customer Trust

Trust indicators:

• Display security badges on payment pages
• Clear refund policies - customers feel safe purchasing
• Professional payment confirmations - receipts and tracking
• Customer support - help with payment issues

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Customer Experience Focus

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Setting Realistic Expectations

• Accurate delivery timeframes - better to overestimate than disappoint
• Clear shipping costs - no surprise fees during checkout
• Working hours communication - customers know when to expect human help
• Payment security assurance - customers feel confident purchasing

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Continuous Improvement

• Customer feedback - ask about shipping and payment experience
• Competitive analysis - what are similar businesses offering?
• Technology updates - new payment methods or shipping options
• Business growth adaptation - settings that scale with your growth

Remember: Business operations settings are the foundation that makes everything else work smoothly. Take time to set them up correctly, test them thoroughly, and adjust them as your business grows and changes!