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Settings

The Settings screen is where supervisors and administrators manage the reusable resources your team relies on across the inbox: departments, tags and saved replies. Open it from Settings in the left sidebar.

Settings is organized into three tabs. The tab you are on is reflected in the page address, so you can bookmark or share a link straight to, say, the Tags tab.

Looking for what these resources do in a conversation — routing, labelling, inserting a canned reply? See Organizing conversations.

Who can manage settings​

Every staff member can view the departments, tags and saved replies your workspace has defined. Creating, editing and deleting them is reserved for supervisors and administrators.

If you sign in as an agent, the lists are read-only: the New, Edit and Delete actions are hidden. This matches your role — see Roles & permissions.

Departments​

A department is a routing group such as Sales, Billing or Support.

  • Create — choose New, enter a name (required) and, optionally, a colour to help it stand out in lists.
  • Edit — open the row's actions and choose Edit to rename it or change its colour.
  • Delete — choose Delete and confirm. Existing conversations are not removed; they simply lose the routing group.

Tags​

A tag is a lightweight label — VIP, Refund, Bug report — your team applies to conversations.

  • Create — choose New, enter a name (required) and, optionally, a colour. You can mark a tag as starred to pin it to the top of pickers.
  • Tag names are unique within your workspace. If you reuse a name, the form tells you and nothing is saved until you pick a different one.
  • Edit / Delete work the same way as departments.

Saved replies​

A saved reply is a reusable canned response — a greeting, a refund policy, troubleshooting steps — that agents insert into a conversation.

  • Create — choose New, enter a name (required) and the message body (required).
  • Saved-reply names are unique within your workspace; reusing a name is rejected with an inline message.
  • Edit / Delete work the same way as the other resources.

Adding files​

A saved reply can carry files of any kind — a price list as a PDF, a size chart, photos of a room, a short how-to video, a voice greeting — so they go out with the text instead of being hunted down every time.

  • In the reply form, under Attachments, pick one or several from your media library: images, documents (PDF, Word, Excel, PowerPoint, text, zip…), video or audio. You can select more than one at a time, and you can come back and Add files to the ones already there.
  • Each file is listed with a thumbnail or its type icon, its format and its size.
  • Anything you upload from inside the picker joins your media library, so other saved replies and your flows can send the same file. One price list, one file — replace it once and everywhere that uses it is up to date.
  • To take a file off a reply, use the × next to it and save. Removing the last one leaves a text-only reply. Picking a file the reply already holds is skipped, and the form tells you which one.
  • Up to 10 attachments per reply. (Instagram accepts ten attachments in one message, so a longer list is one some channels could not deliver.)

The order matters​

The files are sent in the order they are listed. Drag a file by its handle to move it, or use the arrows next to it (they also work from the keyboard). This is not cosmetic: on WhatsApp each file arrives as its own message, one after another, and on Messenger and Instagram consecutive pictures arrive grouped in the same sequence. Three photos of a room answer the question in an order — put them in the one you mean.

When an agent inserts the reply — from the picker or by typing its #shortcut — every file appears in the composer as its own attachment, which they can review or drop individually before sending. It works the same way in the mobile app.

When the channel cannot carry a file​

A saved reply is not tied to one channel, but channels differ: Threads, for example, delivers pictures and video but no documents, and every channel has a size ceiling per file type. The reply is checked against the conversation it is used in, at the moment it is inserted:

  • A file the channel cannot carry gets a red chip marked "Won't be sent", and a line above the composer says why (the file type, or the size limit). Hover the chip to read the reason again.
  • That file is left out of the message; the text and the other files still go. Nothing is dropped silently — the agent sees exactly what the customer will not receive and can send it another way (for example as a link or by email).

Saved replies are only ever sent by a person, from the composer (web or mobile) — no flow or automation sends a saved reply on its own, so this check always happens in front of someone who can act on it.

Why you pick a file instead of pasting a link

A link to an image can stop working — the page moves, the sharing link expires, someone tidies up a folder. Then the reply keeps being sent and the picture silently does not arrive. Files in your media library belong to your workspace, so a saved reply cannot go stale that way.

Your plan's storage allowance covers media-library files, and each file is stored once no matter how many replies use it.

Tips​

  • Changes take effect immediately for everyone in your workspace.
  • Deleting a resource cannot be undone — confirm before you remove one in active use.
  • Keep names short and recognizable; they appear in pickers throughout the inbox.