Workspace Settings
What it is
Settings, Workspace (Admins) holds the options that apply to the whole workspace, not just you. Related pages sit beside it in the Settings menu.
The problem it solves
A few choices affect everything: what time zone "9 a.m." means, what address goes in your emails, when the team is alerted that a customer waits. They belong in one place so that everyone works from the same settings.
1. The options
| Option | What it does |
|---|---|
| Default language | Shown when more than one language is switched on. The language teammates start in until they pick their own, and the language of their emails. See Languages. |
| Time zone | The zone used for scheduled things: campaigns, social posts, snooze times, automations at a set time, reports, and "today" on dashboards. Choose the one where your business operates. |
| Business address | Your postal address. It goes in the footer of every email campaign, because anti-spam laws require it. Email campaigns cannot be launched without it. |
| Alert when a customer has waited (minutes) | When a customer has waited this long for a person to reply, the person handling it (or the team if nobody is) is notified. It is also the reply target in the Inbox performance report. Leave empty for neither. |
| Answer order questions from the customer's own orders | On by default. When a customer asks the AI "where is my order?", it can read that customer's orders from your connected store, and nobody else's. Turn it off to keep the AI to your knowledge base only. |
| Name the source in the AI's replies | Off by default. When on, an answer taken from your knowledge base ends with "Source: |
Click Save. Changes apply from the next message, send or schedule.
2. Other pages in Settings
| Page | What it is | Read more |
|---|---|---|
| Profile, Security, Devices | Your own account. | Data and Security |
| Notifications | What reaches you. | Notifications |
| Billing and Plans | Your plan, invoices and limits. | Plans and Billing |
| Escalation | When the AI hands over to a person. | Handing Over to a Person |
| Lead ads | Facebook and Instagram lead forms. | Meta Lead Ads |
| API tokens and API reference (sidebar, Developer) | Tokens and the REST API. | Integrations |
| Labels (sidebar, Inbox) | Coloured tags for conversations. | Labels below |
| Saved replies (sidebar, Inbox) | Ready-made answers. | Inbox |
| Export my data and Activity log | Your data and a record of changes. | Data and Security |
Some settings (AI providers, email server, file storage, sign-in with Google) belong to the person who runs your Threadline installation, not to your workspace. If you cannot see them, that is why.
3. Labels
Inbox, Labels in the sidebar (Admins) is where you create the coloured labels your team puts on conversations, for example Billing, Urgent or VIP.
- New label: a name and a colour. Labels are unique by name.
- The list shows how many conversations use each.
- Editing the colour or name updates it everywhere. Deleting a label removes it from every conversation (the conversations stay).
Anyone on the team can add or remove labels on a conversation. See Inbox. Labels describe a conversation; tags describe a person. See Contacts.
Common questions
My scheduled campaign went out at the wrong time. Check the Time zone. Times you pick are in that zone, not your computer's.
Email campaigns say my address is missing. Fill in Business address here.
The AI will not talk about orders. Check the order switch is on, a store is connected and synced, and the customer's phone or email matches an order. See Online Stores.
Where do I change my email or name? On Profile.