Settings

The Settings section represents the platform's administrative and customization control center, designed to provide users with granular control over account settings, team management, process automation, and user experience customization. This comprehensive tool allows administrators and agents to configure, optimize, and customize all operational aspects of the platform.

Account settings

The Account Settings section in LBdesk represents the platform's main administrative control center, designed exclusively for administrators to manage the organization's core aspects. This comprehensive tool allows you to configure account identities, set global operational parameters, manage enabled features, and control automated processes critical to the efficient operation of the system.

Main structure

The interface is organized in a vertical form layout with clearly defined sections:

 
├── Account name
├── Language selector. Immediate change of interface language
├── Idle duration for resolution
├──├── Custom resolution message. Sent to the client when the issue is automatically resolved.
├── Required for API-based integrations
├──├── Account ID
├──├── Access key

Agents

The Agent Settings section represents the control center for managing your customer service team, designed exclusively for administrators to manage, configure, and monitor all team members. This comprehensive tool allows for the creation, editing, deletion, and monitoring of agents, providing granular control over roles, permissions, availability, and plan limits.

Agent creation flow
├──Add Agent
├──Form Modal: Fill in Agent Details
├──├──Send: Create the agent in the system
├──├──Confirmation: Success Notification
├──├──Invitation: Automatic invitation sent via email
├──List of all agents on the account
├──├──Agent's Full Name
├──├──Agent's Contact Email
├──├──Status: Verified/Pending
├──├──Actions: Edit/Delete Buttons

Predefined roles

Administrator

Access: Full system control
Permissions: Agent management, configuration, reports
Restrictions: Cannot delete self

Agent

Access: Limited to assigned conversations
Permissions: Reply to messages, manage conversations
Restrictions: Cannot access settings

Agent limit control

Limits by plan:

Free Plan: Specific agent limit
Paid Plans: Increased or unlimited limits
Enterprise Plan: Unlimited agents

Visual limit indicators:

Unlimited status: No agent restrictions
Limit reached: Plan update button
Available limit: Remaining agent counter
Informational messages: Alerts about limits reached

Update plan button:

Condition: Appears when the agent limit is reached
Label: Update Plan
Functionality: Opens subscription modal
Style: Main button with brand color

Teams

The Team Settings section represents the control center for organizing and managing work teams, designed exclusively for administrators to create, configure, and monitor specialized agent groups. This comprehensive tool allows for strategic staff segmentation, facilitating collaboration, assigning responsibilities, and optimizing team-based workflows.

Teams allow agents to be organized into groups based on their responsibilities. An agent can belong to multiple teams. When working collaboratively, conversations can be assigned to specific teams.

Access control

• Administrators only: Only users with administrator roles can access this feature.

Team Creation/Editing flow (3-Step Wizard)

├──Step 1: Create a Team

├──├──Form Interface:

├──├─├──Form Fields:

Team name: Required field with the placeholder "Example: Sales, Customer Support"
Team description: Optional field with the placeholder "Short description about this team."
Auto assignment: Check the "Allow auto assign for this team" box to enable automatic conversation assignment
Real-time validation: Instant validation with clear error messages
Action button: "Create team" with loading status during processing

├──Step 2: Add Agents

├──├──Agent Selection Interface:

Dynamic title: "Add agents to team - teamName"
Description: "Add agents to your newly created team. This lets you collaborate as a team on conversations and get notified of new events in the same conversation."
Agent Selector:
Full list: Displays all available agents in the account
Multiple selection: Allows you to select multiple agents simultaneously
Bulk selection: "Select all agents" option for quick selection
Dynamic counter: Displays "selected out of total agents selected."
Validation: Requires selecting at least one agent
Action button: "Add agents" with selection validation

├──Step 3: Finish setup

├──├──Confirmation screen:

Title: "Your team is ready!"
Message: "You can now collaborate as a team on conversations. Happy supporting"
Action button: "Finish" to complete the process

Team deletion

Secure deletion process:

Mandatory confirmation: Double-check confirmation mode
Warning message: "Deleting the team will remove the team assignment from the conversations assigned to this team."
Name verification: Requires typing the exact team name to confirm
Placeholder: "Please type teamName to confirm"
Action buttons: "Delete teamName" and "Cancel"
Loading states: Visual indicators during the deletion process

Inboxes

It represents the control center for comprehensive communication channel management, designed for administrators to create, configure, and monitor all customer touchpoints. This comprehensive tool enables omnichannel communications management, providing a unified customer service experience across multiple channels.

The channel is the communication mode the customer chooses to interact with. An inbox is where interactions for a specific channel are managed. It can include communications from various sources such as email, live chat, and social media.

Available channel types

→ 1. Webchat

Purpose: Live chat for websites
Settings: Domain, welcome message, business hours
Features: Customizable widget, pre-chat form, CSAT surveys

→ 2. Email

Purpose: Email support
Settings: Email address, IMAP/SMTP server
Restriction: Only available on paid plans

→ 3. WhatsApp

Purpose: WhatsApp support
Providers: WhatsApp Cloud, Twilio
Settings: Phone number, webhook, authentication

→ 4. Facebook

Purpose: Facebook messaging
Settings: Facebook page, access tokens
Features: Instagram integration

→ 5. Instagram

Purpose: Instagram direct messaging
Settings: Instagram profile, authentication
Migration: Support for migrating existing accounts

→ 6. SMS

Purpose: Text messaging
Settings: Phone number, SMS provider
Webhook: Callback URL for incoming messages

→ 7. API

Purpose: API integration
Configuration: Webhook URL, HMAC authentication
Use: Custom integrations

→ 8. Telegram

Purpose: Telegram bot
Configuration: Bot token, webhook

→ 9. LINE

Purpose: LINE messaging
Configuration: Channel ID, Channel Secret

Ticket creation process

Channel Selection: Modal with available options
Basic Configuration: Name, description, avatar
Specific Configuration: Parameters for the selected channel
Authentication: Service connection process
Agent Assignment: Collaborator selection
Advanced Configuration: Schedules, CSAT, forms

Plan restrictions

Free plan: Webchat only available
Paid plans: Full access to all channels
Limits: Maximum number of posts per plan

Editing existing posts

Access settings

Settings button: On each post in the list
Tab navigation: Access all settings
Auto save: Changes saved automatically

Deleting Posts

Deletion process

Confirmation: Confirmation modal with the post name
Validation: Verification that there are no active conversations
Deletion: Irreversible deletion process
Notification: Confirmation of successful deletion

Tabbed configuration system

1. General configuration tab

Basic settings for the selected post:

Basic Information

Post name: Unique identifier
Avatar: Image representing the channel
Description: Additional channel information

Channel-Specific Settings

Webchat: Domain, welcome message, response time
Email: Server, port, authentication
WhatsApp: Phone number, provider, webhook
Social networks: Access tokens, connected pages

Widget Features (Webchat only)

File selector: Enable/Disable
Emoji selector: Enable/Disable
End conversation: Allow users to end conversations
Bot avatar: Use the post's avatar

2. Collaborators tab

Management of agents assigned to the entry:

Agent list

Tabular View: Name, email, role, status
Filters: By role, availability status
Search: By name or email

Management of assignments

Add agents: Multi-select modal
Remove agents: Confirm deletion
Change roles: Assign specific permissions

3. Business hours tab

Channel availability settings:

Weekly settings

Days of the week: Monday to Sunday
Hours: Start and end times per day
Time zone: Regional settings
Holidays: Special exceptions

After-hours messages

Custom message: Text for after-hours messages
Redirect: Alternate email or phone number
Special hours: Seasonal settings

4. CSAT Tab (Webchat Only)

Satisfaction survey settings:

Survey settings

Enable CSAT: Turn surveys on/off
Survey timing: At the end of the conversation
Rating scale: 1-5 stars or 1-10 points

Custom messages

Survey question: Customizable text
Thank you message: Sending confirmation
Follow-up: Optional follow-up email

5. Chat pre-form tab (Webchat Only)

Pre-chat form settings:

Form fields

Name: Required/Optional
Email: Required/Optional
Phone: Required/Optional
Company: Required/Optional
Initial message: Required/Optional

Validation and restrictions

Required Fields: Configuration per field
Email Validation: Correct format
Character Limit: For text fields

6. Widget builder tab (Webchat Only)

Visual widget customization:

Appearance settings

Primary color: The widget's main color
Secondary color: Accent color
Position: Bottom right/left corner
Size: Widget dimensions

Behavior settings

Entry animation: Visual effects
Notification sound: Audible alerts
Auto-open: Open automatically under certain conditions

7. Configuration

8. Bot settings tab (Specific Channel)

Automation settings:

Chatbot

Enable bot: Toggle
Bot type: Dialogflow, Custom Bot
Response settings: Automatic Responses

LiaDesk integration

Automatic escalation: Rule Settings
Knowledge base: Data Sources
Escalation thresholds: Transfer Criteria

Custom attributes

It represents the control center for personalizing and extending the platform's data, designed to create, manage, and configure additional data fields that capture organization-specific information. This comprehensive tool allows you to define custom attributes for both conversations and contacts, providing complete flexibility in managing business information.

Note:

A custom attribute tracks additional details about your contacts or conversations, such as their subscription plan or the date of their first purchase.

The interface is structured in a tabbed layout that clearly separates attributes by application context, providing an organized and efficient experience for managing different types of data.

├── Header
│ ├── Action Button: “Add Custom Attribute”
├── Contextual Tab System
│ ├── Conversations Tab: Manages attributes specific to the conversational context
│ ├── Contacts Tab: Manages attributes related to customer information
│ │ ├── Tab Structure
│ │ │├── Name
│ │ │├── Description
│ │ │├── Type
│ │ │├── Key
│ │ ├── Action Buttons
│ │ │├── Edit
│ │ │├── Delete

Creating/Editing custom attributes

Basic configuration fields:

Display name: Required field that defines how the attribute is displayed in the interface
Description: Free-text field to document the attribute's purpose
Application: Selector that determines whether the attribute applies to conversations or contacts
Attribute key: Auto-generated unique identifier based on the name

Advanced data type system:

Text: For free-text information with optional regex validation
Number: For numeric values with automatic validation
Link: For URLs with format validation
Date: For dates with a calendar selector
List: For predefined options with multiple values
Checkbox: For Boolean values (true/false)

Advanced validation configuration:

Regex validation: Optional system for custom validation patterns
Regex hint: Helper field to guide users on the expected format
Conditional enable: Enabling regex validation only for text fields

List of values management

Intelligent Multi-Select System

For list-type attributes, the system provides:

Value entry: Input field with auto-completion
Minimum validation: Requires at least one value for lists
Dynamic management: Add and remove values in real time
Taggable interface: Create new values using the keyboard

Action buttons:

Create/Edit
Delete

Use Case: E-commerce - Order Tracking

Scenario: An online store that needs to track specific information for each query.

Attribute Configuration:
1. Conversation attributes:

- order_number (text) - Order number
- order_status (list) - Status: ["pending", "shipped", "delivered", "cancelled"]
- order_value (currency) - Order value
- shipping_method (list) - Shipping method: ["standard", "express", "free"]
- priority_level (list) - Priority: ["low", "medium", "high", "urgent"]

2. Contact attributes:

- customer_tier (list) - Level: ["bronze", "silver", "gold", "platinum"]
- total_orders (number) - Total orders placed
- last_purchase_date (date) - Date of last purchase
- preferred_language (list) - Preferred language
- is_vip (checkbox) - VIP customer

Workflow:

1. Customer starts conversation with customer number Order

2. Agent applies conversation attributes based on the query

3. System automatically updates contact attributes

4. Intelligent filtering by order status, value, and priority

5. Automatic escalation based on customer level

Account settings​

Agents​

Teams​

Inboxes​

Tags​

Custom attributes​

Account settings

Agents

Teams

Inboxes

Tags

Custom attributes