Overview
The Organization Settings section determines the default configuration of CommBox capabilities for the entire organization (business account). These settings define system-wide behavior across modules such as Inbox, Email, Knowledge Base, analytics, and agent workspace preferences.
It is important to note that settings defined at the communication channel level or within individual channel configurations may override the organization-level settings described in this section.
To access Organization Settings, navigate to Settings by clicking the Gear icon, then select the Organization icon at the top of the main menu sidebar.
General Settings
Language - Defines the default system language for the organization interface
First day of the business week – Sets the first day used in calendars, reports, and analytics
Time Zone - Defines the system-wide time zone used for timestamps, scheduling, reporting, and format (MM:DD:YYYY or DD:MM:YYYY, including 24hr vs. 12 AM / PM hours)
Default Country Code - Sets the Country code for outgoing calls and SMS (texting).
Company Logo - Upload or remove the organization logo displayed across the platform
- Attach a file to upload a logo
- Delete to remove the current logo
SLA Breach (seconds) – Sets the default breach time of the Service Level Agreement.
Default Snooze (next day) – Toggle to give agents the option to snooze a conversation for the next day as the default.
Outgoing Email
Mail server type – Select the type of email server used for system-generated messages such as notifications and auto-responses (SMTP, EWS, or AWS_SES).
Server name- Enter the name of the relevant server
Port - The STMP port number used for the email server configured for this brand. Port 587 is the default port for SMTP submissions on the modern web.
Sender name – Name assigned to the outgoing email address configured for this brand (as in the step listed "outgoing email address").
Outgoing email address – This is the address your customer sees when automatic messages are sent. (Notifications, auto-response, etc.)
Use secure connection (SSL) – Toggle to secure the internet connection by encrypting data sent between a website and a browser.
Username - Enter the username of the specific email account entered above (AWS access key ID).
Password – Enter the username of the specific email account entered above.
Exchange version – Select the version of the Microsoft Exchange server software used in the Agent Workspace.
Enable autocomplete suggestions for email addresses – Toggle to activate this feature for the agents.
Enable autocomplete suggestions for email addresses – Enables autocomplete suggestions for email addresses during message composition
Knowledge Base Settings
Apply constant settings – Toggle here to apply the settings below to all agents (the 3-dot menu will not appear). When Off, the settings below could be individually set by every agent.
Stay open after inserting an item - When toggled to On, the Knowledge Base will remain open after an agent inserts an item from the Knowledge Base into a conversation.
Open when entering a conversation - When toggled to On, this setting will enable the Knowledge Base to remain open permanently when entering any conversation.
Knowledge base external search provider: Select the protocol:
KMS lighthouse, or General REST.
Connection string of knowledge base external search provider
Advanced
Google Analytics account – Enter your account number. Google Analytics is a free web analytics service that provides statistics and basic analytical tools for search engine optimization (SEO) and marketing purposes.
Remember Preferred Status Selection – When enabled, the system automatically saves the last selected status when sending messages or changing status, and applies it as the default for future actions
Agent Dashboard
The top corner of the agent’s conversation board includes personalized data about the daily agent’s performance.
Display dashboard for Agents – Toggle to display the agents daily statistics next to the Personal Settings menu. Statistics include satisfaction survey average, average time to resolve conversation, total number of conversations resolved, and productivity KPI.
Productivity – Calculates by default the resolved conversations during all statuses in the Active and Busy categories.
Custom Productivity Calculation – When choosing “Custom” from the Productivity section, the admin could select specific statuses that will be used for the productivity calculation.
Inbox settings
Number of Conversations per page in inbox - Defines the number of conversations displayed per page in the Inbox
Display Date and Time of each message – Controls whether each message shows its date and time
Display agent typing indication on conversations – When enabled, it displays a typing indicator when agents are actively typing in conversations.
The indicator is triggered only by active typing behavior and not by the presence of unsent text in the reply box.
Teams Assets
Organization settings also influence system-wide configuration for different Teams Assets. Learn more about this topic at the Understanding Teams Assets guide.