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GuidesAPI Reference

Settings & Configuration

The Settings page lets you configure Skill Sets, Aux Codes, Canned Messages, Conversation Tags, Conversation Labels, and Email Signatures.

Skill Sets​

A skill set is the mapping between agents and queues: it's attached to an agent when the agent is created, and to a queue when the queue is created. When adding agents to a queue, only agents sharing that queue's skill set appear as selectable. See Queue Management for how this fits into queue setup.

Skill Sets

Adding a Skill Set​

  1. Navigate to Settings → Skill Sets.
  2. Enter the skill name in the Add Skill field.
  3. Click Save.

Skill sets can be archived rather than permanently deleted. View archived items by selecting the ARCHIVED filter.

Auxiliary (Aux) Codes​

An aux code is a named status indicating that an agent is temporarily unavailable to receive messages.

Aux Codes

  1. Navigate to Settings → Aux Codes.
  2. Select a color from the dropdown.
  3. Enter a name in the Add Away Aux Code field.
  4. Click Save.

Canned Messages​

Use this page to create and manage pre-written response templates, including WhatsApp template messages.

Canned Messages

Adding a Canned Message​

  1. Click the + icon.
  2. Enter the message text.
  3. Assign one or more keywords.
  4. Click Create.

Retrieving Canned Messages in Conversations​

In the conversation reply box, type # followed by a keyword associated with the canned message to retrieve it instantly.

WhatsApp Template Messages​

WhatsApp template messages must be approved by Meta before use. Submit your templates through your company's Meta Business Account for approval. Once approved, they will be automatically synced into your canned messages every hour.

Conversation Tags​

Conversation tags help categorize and filter conversations.

Conversation Tags

  • Add: Enter the desired tag name in the Add Conversation Tag field and click Save.
  • Edit: Click the pencil icon next to the tag, update the name, and click Save.
  • Delete: Click the X icon next to the tag and confirm deletion.

Conversation Labels​

Conversation labels provide a workflow management marker for conversations.

Conversation Labels

  • Add: Enter the desired label name in the Add Conversation Label field and click Save.
  • Edit: Click the pencil icon next to the label, update the name, and click Save.
  • Delete: Click the X icon next to the label and confirm deletion.

Email Signatures​

Manage email channel signatures on this page. Multiple signatures can be created, and one can be set as the default.

Email Signatures list

Creating an Email Signature​

  1. Click New Signature (or the + icon).
  2. Fill in the following fields:
FieldDescription
Signature NameLabel shown in the signature selector when composing an email
Signature BodyThe text content appended to the bottom of outgoing emails
Choose FileUpload an image to include below the signature text
Set as DefaultEnable to automatically apply this signature to outgoing messages
  1. Click Submit to save, or Cancel to discard.

Managing Existing Signatures​

  • Click Set as Default to make a signature the default for all outgoing emails.
  • Click the Edit button to update content, then Submit to save.
  • Click the Delete button to remove a signature.