2. Edit a workspace
Adjust a workspace when its team, knowledge or operating rules change. Open Settings → Workspaces → Edit with an Admin account.
Check the workspace name before saving, particularly when several teams use similar configurations. Changes can affect live conversations and future agent responses.
Workspace controls
| Control | Purpose, values and initial behaviour |
|---|---|
| Name | Required, trimmed name, maximum 80 characters; no URLs, email addresses, angle brackets or control characters. |
| Emoji icon | Optional icon; the input allows up to four characters. |
| Knowledge base | Select the business knowledge base used for subsequent agent retrieval. |
| Members | Select active users for workspace access, notifications and assignment. |
| Round-robin auto-assignment | Initially off; routes human work to eligible online, non-away members. |
| Auto-close after (days) | Initially 7; saved range 0–365. Zero disables human inactivity auto-close. |
| Unanswered after (minutes) | Initially 30; saved range 0–10,080. Zero disables this unanswered reminder rule. |
| Business hours: Enabled | Initially off; enables configured hours. |
| Weekday | Monday through Sunday for each range. |
| From / To | Opening and closing times; To must be later than From. |
| Add range | Adds a Monday 09:00–17:00 row for editing. |
| Range delete icon | Removes that row from the form. |
| Away text | Text associated with being outside the configured hours. |
| Save | Saves workspace fields, members and business hours. |
| Close | Leaves the editor without submitting unsaved form changes. |
| Delete workspace | Opens the destructive confirmation dialog. |
Business hours
Business hours use the business timezone. Split overnight opening periods into valid same-day ranges. Review Away text against your actual channel availability: the initial wording mentions email, which is not enabled in every deployment. Hours do not create a staffed team or guarantee an immediate reply.
Saving changes
- Edit the necessary fields.
- Select Save and check the result.
- Reopen Edit to verify important values, especially after an error.
- Test the affected workflow, such as assignment or agent retrieval.
Save submits workspace details, membership and hours in separate operations. An error in a later operation can leave earlier changes saved. Reopen the form before retrying rather than assuming the entire save was rolled back.
Related settings
Changing the selected knowledge base affects future retrieval, not earlier messages. Other settings have their own locations:
- AI agent: agent appearance and guidance.
- Settings → Widget: widget appearance.
- Settings → Channels: channel connections.
Workspace deletion
Select Delete workspace, type the exact workspace name and confirm Delete. This disconnects its channels and deletes its conversations, messages and files. It is not an archive action and has no undo workflow. You cannot delete the business's last workspace. Review shared knowledge and business contacts separately; they are not merely workspace-owned copies.
Related guides: Assignment, Statuses, Members.