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Settings & Configuration

The Settings module provides system-wide configuration for administrators to customize Moobidesk for their organization's needs.

User Management​

Settings Overview

Creating Users​

  1. Navigate to Settings → Users → Add User
  2. Enter user details:
    • Full Name: Display name
    • Email: Login email and notifications
    • Username: Unique login identifier
    • Role: Agent, Supervisor, Manager, or Administrator
  3. Set password (or email auto-generated password)
  4. Save user

User Configuration​

Agent Settings:

  • Max Concurrent Conversations: 1-20 (default: 5)
  • Assigned Queues: Select queues agent can receive from
  • Skill Sets: Assign skills with proficiency levels (1-5)
  • Default Status: Status on login (Available, Busy, Away)

Permissions: Role-based access automatically applied

Deactivating Users​

  • Select user → Set status to "Inactive"
  • User cannot log in but historical data retained
  • Reactivate at any time to restore access

Queue Configuration​

Creating Queues​

  1. Navigate to Settings → Queues → Add Queue

  2. Configure queue:

    • Name: Descriptive identifier
    • Description: Internal purpose
    • Priority: 1 (low) to 10 (high)
    • Distribution: Round-robin, Least-active, or Skill-based
    • SLA Target: First response time in seconds (e.g., 30)
    • Overflow Queue: Backup queue for high wait times
    • Auto-Resolve: Time before inactive conversations auto-close (default: 24 hours)

  3. Assign agents to queue

  4. Save configuration

Queue Rules​

Configure routing logic:

  • Required Skills: Must-have agent skills for assignment
  • Preferred Skills: Nice-to-have skills (prioritized, not required)
  • Business Hours: Queue active times
  • After-Hours Action: Route to different queue or auto-respond
  • Max Wait Time: Threshold before overflow routing

Skill Sets​

Defining Skills​

Create skill categories for intelligent routing:

  1. Navigate to Settings → Skills → Add Skill
  2. Enter skill name (e.g., "Spanish Language", "Technical Support", "VIP Handling")
  3. Add description for internal reference
  4. Save skill

Assigning Skills to Agents​

  1. Select agent in User Management
  2. Navigate to Skills tab
  3. Add skills with proficiency levels:
    • 1: Beginner
    • 2: Basic
    • 3: Intermediate
    • 4: Advanced
    • 5: Expert

Routing Logic: Higher proficiency agents receive priority for skill-based queues

Auxiliary (Aux) Codes​

Creating Aux Codes​

Define reasons for agent unavailability:

  1. Navigate to Settings → Aux Codes → Add Code

  2. Configure code:

    • Code Name: "Break", "Lunch", "Training", "Technical Issue"
    • Status: Away or Busy
    • Paid/Unpaid: For payroll integration
    • Color: Visual identifier in dashboards

  3. Save code

Common Aux Codes​

CodeStatusUse Case
BreakAwayScheduled 15-minute breaks
LunchAwayMeal breaks
TrainingAwayLearning activities
MeetingAwayTeam or client meetings
Technical IssueAwaySystem problems
Wrap-upBusyPost-conversation documentation
AdminBusyAdministrative tasks

Canned Messages​

Canned Messages Settings

Creating Templates​

Build pre-written message library:

  1. Navigate to Settings → Canned Messages → Add Message

  2. Configure template:

    • Title: Internal reference name
    • Category: Group similar messages (Greetings, FAQs, Closings)
    • Shortcut: Quick trigger (e.g., /greeting, /refund)
    • Message: Template content with variables
    • Channels: WhatsApp, Email, Facebook, or All

  3. Save template

Variable Substitution​

Use placeholders for personalization:

  • {{first_name}}: Contact first name
  • {{last_name}}: Contact last name
  • {{email}}: Contact email
  • {{phone}}: Contact phone number
  • {{agent_name}}: Current agent name
  • {{agent_email}}: Current agent email
  • {{queue_name}}: Current queue
  • Custom attributes: {{custom_field_name}}

Example:

Hi {{first_name}}, I'm {{agent_name}} from the {{queue_name}} team.
How can I help you today?

Categories​

Organize templates by purpose:

  • Greetings: Welcome messages
  • Information: Product details, policies
  • Troubleshooting: Step-by-step instructions
  • Apologies: Service recovery
  • Closings: End conversation messages

Conversation Tags​

Creating Tags​

Categorize conversations for reporting:

  1. Navigate to Settings → Tags → Add Tag
  2. Enter tag name (e.g., "Billing Issue", "Product Question", "Complaint")
  3. Select color for visual identification
  4. Save tag

Tag Categories​

Issue Types:

  • Billing Issue
  • Technical Problem
  • Account Question
  • Product Inquiry

Resolution Types:

  • Resolved - First Contact
  • Escalated
  • Follow-up Required
  • Cannot Resolve

Customer Types:

  • VIP Customer
  • New Customer
  • Returning Customer
  • At-Risk Customer

Use in Reports: Filter and segment conversation analytics by tags

Conversation Labels​

Creating Labels​

Workflow management markers:

  1. Navigate to Settings → Labels → Add Label

  2. Configure label:

    • Name: "Follow-up Required", "Escalated", "Bug Report"
    • Color: Visual indicator
    • Auto-Apply Rules: Automatically label based on conditions (optional)

  3. Save label

Label Automation​

Configure automatic labeling:

  • Keyword Triggers: Label if message contains "refund", "cancel", "broken"
  • SLA Breach: Auto-label when SLA exceeded
  • Transfer Count: Label after 2+ transfers
  • Customer Sentiment: Label based on negative keywords

Email Signatures​

Creating Signatures​

Configure agent email signatures:

  1. Navigate to Settings → Signatures → Add Signature

  2. Enter signature content (supports HTML):

    Best regards,
    {{agent_name}}
    {{queue_name}} Team

    Email: {{agent_email}}
    Phone: +1-800-XXX-XXXX

  3. Assign to users or queues

  4. Save signature

Variables: Same as canned messages

Default Signatures​

  • Set default signature for all agents
  • Override with queue-specific signatures
  • Agent-specific signatures take highest priority

Channel Configuration​

WhatsApp Business API​

Configure WhatsApp integration:

  1. Navigate to Settings → Channels → WhatsApp
  2. Connect WhatsApp Business API account
  3. Configure:
    • Business Phone Number: Your verified WhatsApp number
    • Business Profile: Name, description, address, website
    • Message Templates: Sync approved templates
    • 24-Hour Window: Enable/disable automatic session tracking

Email​

Configure email integration:

  1. Navigate to Settings → Channels → Email
  2. Connect email account:
    • Email Address: support@yourcompany.com
    • SMTP Settings: Outgoing mail server
    • IMAP Settings: Incoming mail server
  3. Configure:
    • Auto-Response: Acknowledge new emails
    • Threading: Group related emails
    • Signature: Default email signature

Facebook Messenger​

Configure Facebook integration:

  1. Navigate to Settings → Channels → Facebook
  2. Connect Facebook Page
  3. Authorize Moobidesk access
  4. Select pages to monitor
  5. Configure:
    • Auto-Response: Instant reply to new messages
    • Business Hours: Active response times

System Settings​

Business Hours​

Define operational schedule:

  1. Navigate to Settings → Business Hours
  2. Set hours for each day:
    • Monday-Friday: 9:00 AM - 6:00 PM
    • Saturday: 10:00 AM - 2:00 PM
    • Sunday: Closed
  3. Configure timezone
  4. Set after-hours behavior:
    • Auto-respond with expected response time
    • Route to overflow queue
    • Queue for next business day

SLA Configuration​

Set service level targets:

  1. Navigate to Settings → SLA
  2. Configure targets:
    • First Response Time: 30 seconds (default)
    • Resolution Time: 15 minutes (default)
    • Max Abandon Rate: 5%
  3. Set escalation rules:
    • Alert supervisors at 80% of target
    • Auto-escalate at 100% of target
  4. Save configuration

Notifications​

Configure system alerts:

Agent Notifications:

  • New conversation assigned
  • Conversation transferred to you
  • Customer replied
  • SLA approaching threshold

Supervisor Notifications:

  • Queue wait time exceeded
  • Agent capacity reached
  • SLA breach occurred

Delivery Methods:

  • In-app notifications
  • Email alerts
  • Browser push notifications (requires permission)

Integrations​

CRM Integration​

Sync customer data with external CRM:

  1. Navigate to Settings → Integrations → CRM
  2. Select CRM platform (Salesforce, HubSpot, Zoho)
  3. Authenticate connection
  4. Map fields:
    • Moobidesk Contact → CRM Contact
    • Custom Attributes → CRM Fields
  5. Configure sync frequency (real-time, hourly, daily)

Sync Direction:

  • Unidirectional: Moobidesk → CRM only
  • Bidirectional: Two-way sync

API Access​

Generate API credentials for custom integrations:

  1. Navigate to Settings → Integrations → API
  2. Create API key
  3. Set permissions (read-only, read-write)
  4. Copy API key and endpoint URL
  5. Refer to API documentation for integration guides

Webhooks​

Configure real-time event notifications:

  1. Navigate to Settings → Integrations → Webhooks
  2. Add webhook endpoint URL
  3. Select events to subscribe:
    • Conversation created
    • Conversation resolved
    • Message received
    • Agent assigned
  4. Test webhook connection
  5. Save configuration

Data & Privacy​

Data Retention​

Configure data storage policies:

  1. Navigate to Settings → Data & Privacy → Retention

  2. Set retention periods:

    • Conversations: 90 days, 1 year, 3 years, Indefinitely
    • Attachments: Same as conversations or separate
    • Logs: 30 days, 90 days, 1 year

  3. Configure auto-deletion for expired data

GDPR Compliance​

Tools for privacy regulation adherence:

Data Export: Generate complete contact data export on request Right to Deletion: Permanently delete contact and all associated data Audit Logs: Track all data access and modifications

Backup & Restore​

Automated Backups​

System automatically backs up:

  • All conversations and messages
  • Contact database
  • System configuration
  • Frequency: Daily (retained for 30 days)

Manual Backup​

Create on-demand backup before major changes:

  1. Navigate to Settings → Backup
  2. Click "Create Backup"
  3. Download backup file
  4. Store securely offline

Restore​

Restore from backup:

  1. Navigate to Settings → Restore
  2. Select backup date
  3. Choose restore scope (Full system, Contacts only, Conversations only)
  4. Confirm restore (overwrites current data)

Best Practices​

Initial Setup Checklist​

  • Create user accounts for all agents
  • Configure queues aligned to business functions
  • Set up skill sets for specialized routing
  • Create canned message library
  • Define aux codes
  • Configure business hours and SLA targets
  • Test channel integrations

Ongoing Maintenance​

  • Review and update canned messages monthly
  • Audit user access quarterly
  • Optimize queue routing based on performance data
  • Keep skill assignments current as agents develop
  • Archive inactive users promptly
  • Back up configuration before major changes