Workspace settings
What it is
A Workspace is one business area of your Organization, such as Customer Operations or Sales: it has its own Agents, Tools, Skills, Knowledge Bases, Workforces, Automations, Contacts, connected Apps and members. Its settings hold its name and purpose, who gets unassigned questions, and its status. Find them in the left menu under Settings → Workspace, which opens General; the connected Apps are under Settings → Integrations.
The Settings page has its own menu: Account (see Account and billing), Workspace (General, Policies & Approvals, Members & Teams, API & connect) and Organization (see Organization).
Key concepts
Roles in a Workspace
| Role | What it can do |
|---|---|
| Admin | Everything in the Workspace: its settings and status, connecting Apps, Automations, contact deletion and export, customer info fields, plus all Builder and Operator work. |
| Builder | Create, edit, test and publish Agents, Tools, Skills and Workforces; work the Agent Inbox. |
| Operator | Work the Agent Inbox, take over customer conversations, pause and resume Agents. |
| Viewer | View the Workspace. Cannot open the Agent Inbox. |
Organization Owners and Admins act as Workspace Admins in every Workspace of the Organization, even without a Workspace role. Each page of this guide lists its own rules under Limits and rules.
- Purpose — what the Workspace is for. It is saved with the Workspace; the Assistant and Agents do not read it yet.
- Default recipient — "When an Agent asks and cannot match anyone in its list of people to ask, the question goes to this person." Only members who can work the Agent Inbox (Admin, Builder, Operator) can be chosen; Unassigned leaves such questions for anyone to pick up.
- Integrations — the Apps connected to this Workspace (Gmail, Facebook, Haravan, Zalo). Their accounts are what Tools and Automations act with. See Apps.
How it works
Status
| Status | What it does today |
|---|---|
| Active | Normal. |
| Paused | A banner says the Workspace is paused. Everything stays editable. Today pausing only refuses Tools that AI clients ask to run (and approving those requests); Message and App event Automations keep running. |
| Archived | Read-only everywhere: nothing can be created, changed, approved or answered. Automations that were On keep running. |
Allowed changes: Active → Paused or Archived; Paused → Active (Resume workspace) or Archived; Archived → Active (Restore workspace). Archiving asks you to confirm.
To stop automated work, pause each Automation on the Automations page before you pause or archive the Workspace.
Common tasks
Rename the Workspace or change its purpose
- Open Settings → Workspace (General).
- Change Workspace name, Purpose or Description.
- Press Save. "Workspace updated."
Set the default recipient
Under Default recipient, pick a member or Unassigned. It saves at once.
Pause, resume, archive or restore
Under Status, press Pause workspace, Resume workspace, Archive workspace (then Yes, archive it) or Restore workspace.
Connect an App
- Open Settings → Integrations (the Settings page's API & connect goes to the same page).
- Under Available to connect, press Connect on an App and sign in to it. Connected Apps are listed under Connected.
- For Facebook, choose your Pages while signing in; they show under Connected Pages. Use Reconnect to add Pages or renew access, and Disconnect to remove the App.
- Click an App to see its Available actions and the events it sends.
Limits and rules
- Who can do what: Workspace Admins and Organization Owners and Admins change the settings, the default recipient and the status, and connect or disconnect Apps. Everyone else sees "You can view this workspace but not change it."
- An archived Workspace must be restored before anything can be changed: "Archived workspaces are read-only. Restore it to make changes."
- A Workspace name is required, up to 255 characters, and unique in the Organization. Purpose and Description are up to 2,000 characters each.
- Policies & Approvals and Members & Teams are marked "Coming soon". People cannot be invited to or removed from a Workspace in the app yet, and roles cannot be changed there.
- Connecting AI clients over MCP (personal access tokens and the Workspace's AI client access) has no screen in the app yet.
- Disconnecting Facebook puts its Message Automations in Error.
Related
- Organization — the Organization, its roles and its list of Workspaces.
- Account and billing — your profile, language and Credits.
- Automations — pause automated work.
- Agent Inbox — where the default recipient answers.
- Apps — what each App can do.
- Getting started — connect a first App and put an Agent to work.