Settings

Manage all settings for your Interflow account.

Overview

The Settings module centralizes all platform customization options, from personal preferences to global organization settings.

Accessing Settings

1. In the sidebar footer, click Settings
2. In the hub, use the Customers, Team, and Account groups
3. Inbox preferences, channels, tags, and macros are also in the Inbox module, under Settings
4. Changes are saved automatically or when clicking "Save"

Menu and search

The sidebar is organized by module (Inbox, Finance, POS, Billing, HR / Time clock, and Medical records). Switch modules under the organization name.

To find a screen or a setting:

1. Click the magnifier at the top of the bar, or press ⌘K (Mac) / Ctrl+K (Windows and Linux)
2. Type the name in the interface language (e.g. subscription, crm, tags)
3. In CRM and Customers, if you can see everyone, search offers mine and all
4. Items inside pages (e.g. optional agent signature) open the screen and scroll to the block

Changelog: v2026.9.2

General Settings

Organization Information

Field	Description
Name	Company/organization name
Logo	Logo displayed on platform
Timezone	Timezone for dates and times
Default language	Interface language

AI and Automation

Controls for artificial intelligence features:

Option	Description
Disable AI Summary on Resolution	Doesn't generate automatic summary when closing
Disable AI Summary on Transfer	Doesn't generate automatic summary when transferring

💡 Savings

Disabling automatic summaries saves API tokens. Summary field remains available for manual filling.

Service Settings

Pause Flow When Attending

When an agent clicks "Attend" on a chat with active flow:

Options:

• Enabled ✅ = Always pauses automatically (no prompt)
• Disabled ❌ = Asks what to do when there's active flow

Options modal (when disabled):

Option	What happens
🟡 Pause Flow and Attend	Pauses flow, agent takes over
🔵 Continue Flow and Attend	Keeps flow active
⚪ Cancel	Doesn't attend

⚠️ Attention

"Continue Flow" = Customer receives messages from agent AND flow!

Agents can pick a team when rotation is on

When the channel has team rotation, agents see Send to team rotation on transfer or leave. With this toggle on (default), they can also pick a specific team. Off, they can only send to rotation. Admins and owners always choose.

How to configure:

1. In Settings → Attendance, find Agents can pick a team when rotation is on
2. Toggle it
3. Save

The channel must have rotation enabled. See Team-to-team rotation.

Changelog: v2026.9.9

Allow message without attending

On pending chats, the footer only shows Attend. With this option on, Send a message also appears: the agent unlocks the field, sends, and the ticket stays in the queue.

How to configure:

1. In Settings → Attendance, find Allow message without attending
2. Turn the toggle on
3. Save

What happens:

• Pending chat → two buttons: Attend and Send a message
• The message field does not open on its own; only after the second button
• Closing the conversation or opening another one brings both buttons back
• Sending the message does not take over the conversation
• Chat reserved for another agent → reservation banner, no buttons
• Closed 24-hour window → the existing notice, not the composer

Default

The option starts off. Only an admin or owner can change it in organization settings.

Changelog: v2026.8.22

Reopen the chat after closing

If the customer replies right after the agent closes the chat, the system can reopen the same ticket instead of creating a new conversation.

How to configure:

1. In Settings → Attendance, find Reopen chat if the customer replies after closing
2. Turn the toggle on
3. Set the window in minutes (1 to 1440; 15 when you first enable it)
4. Save

What happens:

• Customer message inside the window → the closed ticket comes back (same number)
• If there was an agent, the chat returns to them; otherwise it returns to the team queue
• Message outside the window, or option off → a new conversation, as today

Who is included

Only individual chats and customer messages. Groups and messages sent from the agent’s phone do not reopen the ticket.

Changelog: v2026.8.15

Quick WhatsApp Button

Button to open customer's WhatsApp directly from chat, with automatic actions.

How to configure:

1. In Settings → Service, locate "Quick WhatsApp Button"
2. Enable toggle
3. Configure in modal:
   • Default message (use for customer name)
   • Custom field to update (optional)
   • Funnel stage to move (optional)
   • Tag to add (optional)
4. Click "Save"

Field Suggestions on Close

When agent closes service, system suggests unfilled fields.

Configuration:

1. Access Settings → Service
2. Locate "Field Suggestions on Close"
3. Select which fields should be suggested
4. Define which are required
5. Save

Permissions and Security

User Profiles

Profile	Description
owner	Account owner, full access
admin	Administrator, almost all access
manager	Manager, access to reports and supervision
agent	Standard agent
agent_limited	Agent with restrictions
financial	Access to financial module
sales	Salesperson
medical_doctor	Doctor (for clinics)
medical_assistant	Medical assistant

Hide Sensitive Data from Agents

Global setting to hide customer contact information from agents.

How to configure:

1. Access Settings → General
2. Locate "Hide Contact Data from Agents"
3. Enable toggle
4. Setting applied immediately

Who sees data:

Profile	Access
Superadmin	✅ Full access
Owner	✅ Full access
Admin	✅ Full access
Agent	❌ Data hidden

What's hidden from agents:

• ❌ Email, Phone, WhatsApp
• ❌ Contacts in export (CSV, Excel, JSON)
• ❌ Contacts in search results
• ❌ Contacts when starting chat
• ❌ External IDs from chat and messages
• ❌ Contacts section when editing customer

What agents CAN do:

• ✅ View and edit customer name
• ✅ View and manage tags
• ✅ View and edit custom fields
• ✅ Attend chats normally
• ✅ Send and receive messages

Restricted Customer Visibility

Agents see only customers from teams they're assigned to.

Affected areas:

• 📋 Customer list
• 🔍 Customer search
• 📊 Reports (filtered data)
• 📤 Exports (respects visibility)

Restricted Financial Menu

Financial menu is hidden for non-administrative profiles.

Who has access to Financial module:

Profile	Access
owner	✅ Full access
admin	✅ Full access
manager	✅ Read-only
financial	✅ Full access

Team Settings

Manage teams, members, and automatic round-robin distribution under Settings → Teams.

Full guide: Teams — Round-robin

Agent Assignment by Administrator

Admins and owners can manage agent assignment in conversations without entering each one.

What you can do:

• ✅ Transfer conversation to another team
• ✅ Assign a specific agent
• ✅ Remove agent and leave conversation pending in queue
• ✅ Manage service directly from list

Where to access:

1. Conversation List - Three dots menu (⋮)
2. Customer History - Actions menu
3. Inside Conversation - Menu in top right corner

Preference Settings

Configurable Default Tab

Choose which tab opens first when entering the system.

1. Access Settings → Preferences
2. Locate "Default Tab"
3. Select preferred option:
   • 💬 Chats
   • 👥 Customers
   • 📅 Appointments
   • 📊 Dashboard
4. Save

💡 Tip

This is a per-user setting. Each team member can configure their own.

Next Steps

• Teams - Round-robin and member management
• AI Agents - Configure AI
• Channels - Configure service channels
• Reports - View metrics