Business Operations Settings
Configuration Settings
Working Hours
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
Setting Your Working Hours
- Go to Settings > Configurations
- Find “Working Hours” section
- Set start time - when your business opens
- Set end time - when your business closes
- Choose timezone - should match your account timezone
- Save changes to apply new hours
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
- 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
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
Notification Settings
Types of Notifications Available
Conversation Assignment:- Get notified when new conversations are assigned to you
- Email alerts for urgent customer issues
- Team coordination updates
- Integration issues or failures
- AI agent performance concerns
- System maintenance notifications
Configuring Your Notifications
- Go to Settings > Configurations > Notifications
- Toggle on/off different notification types
- Choose notification methods (email, in-app, etc.)
- Set urgency levels - what constitutes an urgent alert
- Save preferences
Smart Notification Strategy
Enable for:- New conversation assignments
- Customer escalation requests
- System issues that affect customer service
- Important team coordination messages
- Every new customer message (let AI handle routine)
- Non-urgent system updates
- Low-priority administrative notifications
Message and Media Settings
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
- Enable auto follow-up toggle
- Choose timing - how long to wait before follow-up
- Select template - what message to send
- Set conditions - when follow-up should/shouldn’t happen
- 24 hours for general inquiries
- 4-6 hours for urgent customer issues
- 2-3 days for informational requests
- 1 hour for time-sensitive matters
Media Support Settings
Types of media:- Images - product photos, screenshots, documents
- Documents - PDFs, contracts, manuals
- Voice messages - audio recordings
- Videos - product demos, explanations
- Enable/disable specific media types
- Set file size limits for uploads
- Configure unsupported media messages - what to tell customers when they send unsupported files
Product Settings
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
- Go to Product Settings
- Select default currency from dropdown
- Choose display format - symbol placement, decimal places
- Save configuration
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
- Size variations - clothing, equipment sizes
- Color choices - different product variations
- Material options - fabric, metal, plastic choices
- Personalization - custom text, engravings, modifications
Shipping Settings
Understanding Shipping Configuration
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
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
Setting Up Shipping Options
Creating Shipping Methods
- Go to Settings > Shipping
- Click “Add Shipping Option”
- 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
Shipping Method Examples
Standard Shipping:- Cost: 50
- Delivery: 5-7 business days
- Coverage: Nationwide
- Good for: Regular orders, non-urgent items
- Cost: $15.99
- Delivery: 1-2 business days
- Coverage: Major cities only
- Good for: Urgent orders, time-sensitive items
- Cost: 25
- Delivery: Same day or next day
- Coverage: Specific city/region
- Good for: Local customers, fresh items
Geographic Coverage
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
- Choose specific cities you deliver to
- Different rates per city based on distance/logistics
- Good for: Local businesses expanding gradually
- Select states/provinces individually
- Set postal code ranges for precise targeting
- Good for: Regional businesses with specific service areas
Managing Shipping Locations
- Choose coverage type (countrywide, city-specific, custom)
- Select locations from available lists
- Set specific rates for different areas if needed
- Configure delivery timeframes per location
- Save shipping coverage settings
Advanced Shipping Features
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
- Edit shipping option
- Set “Free Shipping Threshold” amount
- Choose which shipping methods qualify for free shipping
- Save settings
- 50-100% above average order - encourages upselling
- Round numbers - 75, $100 for easy communication
- Competitive with market - check what competitors offer
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
- Rates vary by delivery distance from your location
- More accurate than flat-rate shipping
- Requires integration with shipping calculation services
Payment Settings
Available Payment Methods
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
- Enable COD in Payment Settings
- Set COD fee (if any) for this payment method
- Choose eligible areas - not all regions may support COD
- Configure delivery confirmation requirements
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
- 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
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
- Enable bank transfer option
- Enter your bank details that customers will see
- Create payment instructions for customers
- Set confirmation process for received payments
Payment Method Strategy
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
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
- 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
Payment Security and Compliance
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
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
Customer Experience Focus
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
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