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Settings & Configuration

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

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

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