Organization settings and automatic reassignment

Start with the company details. Under Settings → Organization, an administrator can change the organization name, industry and website, then choose the organization's default timezone. Each site's working-hours schedule uses its own timezone and falls back to this value when no site timezone is configured. Verify it before setting up shifts and SLAs.

Keep organization details accurateCopy Anchor Link

Under Organization Details, enter the Organization Name, Industry and Website URL. Set Timezone as the fallback for sites without a timezone override. For instance, a Warsaw-based support shift should agree with the timezone used under Scheduling.

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Plan navigation and unattended conversationsCopy Anchor Link

Show unavailable routes controls whether the menu lists features outside your current plan. It doesn't grant extra capabilities or unlock modules.

Automatic reassignment can return a conversation to the team queue if the assigned operator doesn't pick it up within the configured time. Use it when teammates end their shifts before all messages are answered.

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When should a conversation be returned to the team?Copy Anchor Link

With Automatic reassignment, a conversation can return to the queue if its operator doesn't begin handling it within the chosen time. The control allows 5 to 120 minutes in five-minute increments. For TopSoft4U's morning support shift, a shorter timeout may help other operators pick up forgotten work. Test it before enabling it for the entire team, especially if complex cases regularly take longer to review.

Menu visibility is not accessCopy Anchor Link

Show unavailable routes lets operators see modules their plan doesn't currently include. It doesn't activate those modules or give the user additional privileges. Roles still govern access to organization settings. Check Team roles before changing who can manage the workspace.

Save your changes and check the Unassigned queue. Manage team access separately under Team.