These settings are yours alone, not the account’s. They live in the menu behind your name at the bottom of the sidebar and on the Profile Settings page it opens.
The menu behind your name
| Item | What it does |
|---|---|
| Set your availability | Online, Busy or Offline. Automatic assignment hands new conversations to online agents |
| Mark offline automatically | Offline when you stop using the app, online when you return |
| Keyboard shortcuts | The full list, also at the end of this page |
| Profile settings | Opens the page below |
| Change appearance | Light, Dark or System |
| Read documentation, Changelog, Log out | This help centre, recent changes, sign out on this device |
Profile and interface
- Profile Picture, Your full name, Display name (what customers and teammates see) and Your email address (your login). Update Profile saves; after an email change you sign in again.
- Font size: Smaller to Extra Large. Preferred Language: your dashboard language, or Use account default.
Signature and send hotkey
- Personal message signature is added to the end of every message you send, from any inbox, and can include an image. Save message signature. In the reply box, the signature icon turns it on or off per message.
- Hotkey to send messages: Enter (↵), or Cmd/Ctrl + Enter (⌘ + ↵) if Enter should start a new line.
Password
Enter Current password, New password and Confirm new password, then Change password. Your other devices are signed out.
Two-factor authentication
- Click Manage Two-Factor Authentication, then Enable Two-Factor Authentication.
- Scan QR Code with Your Authenticator App, or Can’t scan? Enter code manually with the Secret Key.
- Enter the 6-digit code and click Verify & Continue.
- Save Your Backup Codes (Download or Copy All). Each one signs you in once if you lose your phone.
Later you can Regenerate Backup Codes (old ones stop working) or Disable Two-Factor Authentication; both ask for your password and a code.
Active Sessions
Every device signed in, with its last activity and the Current session. Revoke signs a device out. If sign-in says Active session limit reached, revoke the ones you no longer use.
Audio Alerts
- Alert events for conversations: tick My assigned conversations, Unassigned conversations and Open conversations assigned to others in any mix.
- Alert tone with Play sound to hear it.
- Alert conditions: Send audio alerts only if the browser window is not active, and Send alerts every 30s until all the assigned conversations are read.
Notification preferences
Each event has an Email and a Push notification box: new conversation, assigned to you, mentioned, new message in an assigned or participating conversation, a missed SLA, and the weekly FAQ suggestions waiting for review. For push, click Enable push notifications once and accept the browser prompt. The mobile app gets the same push notifications.
Access Token at the bottom is a personal API key (Copy, Reset twice to confirm; paid plans). For AI coding agents use Settings → API & Agents instead; see Create and manage your agent access keys.
The Notifications page
The bell at the top of the sidebar lists your notifications by type (New conversation, Conversation Assigned, New Message, Mention, SLA Missed), with Mark All Done. My Inbox shows the same notifications beside their conversations; see My Inbox.
Keyboard shortcuts
| Shortcut | Action |
|---|---|
| Alt + J / Alt + K | Open conversation (previous / next) |
| Alt + E | Resolve Conversation |
| Win/⌘ + Alt + E | Resolve and move to next |
| Alt + M | Toggle snooze dropdown |
| Alt + P / Alt + L | Switch to Private Note / Switch to Reply |
| Win/⌘ + Alt + A | Add Attachment |
| Alt + N | Move to next tab in conversation list |
| Esc | Back to conversation list |
| Alt + C / Alt + V / Alt + R / Alt + S | Go to Conversation Dashboard / Contacts Dashboard / Reports / Settings |
| Alt + O | Toggle Sidebar |
| Up / Down | Navigate dropdown items |
| Cmd/Ctrl + K | Open the search and command bar |
On a Mac, Alt is the Option key.