General Settings
The General tab is where you configure core organization information and communication infrastructure for your account. This includes your institution details, operator transfer hours, auto-response behavior, connected email, phone numbers, webhooks, notification preferences, and payment triggers.
Use this section to make sure your account is set up correctly before launching live communications.
Company Information
The Company Information section stores your organization's primary account details. This information is used to represent your organization with consumers.
Available fields include:
Institution Acronym - A short identifier for your organization
Institution Name - The full name of your organization
Phone Number - The primary contact number for your organization
Payment Site - The URL for your payment portal
Keep these fields current so communications and account configuration remain accurate.
Office Hours
The Office Hours section controls when calls should be transferred to a live operator based on your business hours.
Available settings include:
Timezone - The timezone for your organization's operating hours
Schedule Type - How your hours are structured
Office Hours - The specific hours during which operators are available
These settings are especially important if your workflows or call strategies rely on live transfer behavior. Office hours are also provided to the AI agent during consumer engagement, allowing the agent to communicate accurate availability information to consumers.
Auto Response
The Auto Response setting enables automatic replies to inbound consumer messages.
When enabled, AI-generated responses are sent based on your configured settings. This can help your team respond more quickly and consistently to incoming messages.
Review message behavior carefully before relying on full automation in production. Test with a limited audience first to ensure responses align with your communication standards.
Microsoft Email
The Microsoft Email section lets you connect a Microsoft 365 mailbox so your organization can send and receive emails through the platform.
Connecting your M365 mailbox allows outbound and inbound email activity to run through your organization's existing email environment, maintaining your branded email domain and centralizing email communications.
Phone Numbers
The Phone Numbers section displays the numbers associated with your account.
From this section, you can:
Review existing phone numbers assigned to your account
Purchase additional phone numbers as needed
Incoming Webhooks
The Incoming Webhooks section allows you to configure webhook URLs for Microsoft Teams and Slack.
These webhooks are used to send notifications into your internal communication tools when supported events occur, making it easy to route operational alerts into the tools your team already monitors. For more on how webhooks can be used in automation, see the Workflows article.
Notification Preferences
The Notification Preferences section controls which alerts your team receives in Slack or Microsoft Teams.
Examples include notifications for:
Compliance dispositions
Scheduled callbacks
Incoming messages
Configure these preferences so the right teams receive the right alerts in the channels they check most often.
Payment Triggers
The Payment Triggers section is used to configure automated actions when payments succeed or fail.
A payment gateway must be configured before payment triggers can be enabled. Without an active payment gateway connection, these triggers will not activate.
Best Practices
Keep institution details current so consumer-facing communications remain accurate
Confirm office hours before enabling live transfers to avoid misrouted calls
Review auto-response behavior before scaling automation to production
Test Microsoft email and webhook connections before production use
Configure notification preferences so the right teams receive the right alerts in their preferred channels
Summary
The General tab contains the core operational settings that support communications, transfers, notifications, and account identity. Reviewing this section early helps ensure the rest of the platform works as expected and that your organization is accurately represented in all consumer interactions.