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What it’s for

The Organization area, in Settings, brings together what applies to the whole company: who is on the team, the plan you have, the tags, the payments, and other shared rules. Unlike the You area, what changes here applies to everyone in the organization.

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Who can do it

Everyone enters the area and sees most of the tabs. Who can change things depends on the tab:
  • Owner and Admin create, edit, and delete tags, work with Payments, request more on the plan, and decide Approvals and Time zone.
  • Supervisor sees Service (SLA) as read-only.
  • Operator does not see Service (SLA) and sees the Members list without emails.
  • Anyone who opens a tab without permission by link goes back to the panel with the notice “You don’t have access to this area”.
Connecting or disconnecting Stripe is for the Owner or an Admin. See Subaccount users and permissions.

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Where to click

In Settings, open the Organization area. It has the tabs Plan, Service (SLA) (SLA and priority), Skills, Members, Access control and wallets, Fields, Tags, Lead scoring, NPS, Contract templates, Approvals, Embed, Payments, and Time zone. The address is /settings?section=organization.

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Step by step

1

See the members

Open Members. The list shows each person with their role (Owner, Admin, Supervisor, or Operator) and the member counter. Owner and Admin invite, change roles, and remove people only when the agency has allowed it: then Invite person appears, and the invite is valid for 7 days. If the agency has not allowed it, the screen says the agency manages the team and offers Talk to the agency.
2

Check the plan

In Plan, see what the agency has contracted for the organization and the month’s usage: Users, Connections, Call minutes, and Agent replies. Owner and Admin use Request more; the request goes to the agency.
3

Organize the tags

In Tags, click New tag, write the Name, choose the Color and, if you like, an emoji. Click Save. Everyone uses tags on contacts and in the Inbox filter; only Owner and Admin create, edit, and delete. You can create a New group to group tags.
4

Decide the approvals

In Approvals you see the requests from another organization to import a flow here. Choose the Target instance, adjust the Copy name, and click Approve and import, or Decline.
5

Connect payments

In Payments, click Connect with Stripe. Stripe opens in another tab and you come back here. Once connected, the tabs Overview, Methods and installments, and Dunning become available. It appears if the agency has enabled the Payments module for the organization.

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What happens next

  • New tags appear in the Inbox filter and on the contact record. Deleting a tag removes it from the contacts, but the contacts and the conversations stay.
  • In Fields, each value of the organization becomes a variable you use in messages, flows, and AI. In Time zone, the default time zone applies to conversations, SLA, and appointments.
  • Approving a request creates the new flow in the organization, with the copy name you chose.

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Common errors

  • You don’t have access to this area: your role does not open that tab. Ask an Admin or the Owner.
  • Only Owner and Admin create, edit and delete tags. Ask an administrator.
  • A tag with that name already exists.: choose another name.
  • The … plan allows … user; upgrade the plan or remove someone.: the organization has reached the user limit.
  • Payments is not available for this account: the module is turned off. Ask the agency.
  • Only the Owner and Admins change Payments: you see the status, but cannot change it.

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