Overview

Workspace Preferences let you configure organisation-wide settings that apply to all team members and channels. You can find these settings under Account → Workspace → Preferences.

Only owners and admins can change workspace preferences.

General Settings

• Timezone — the timezone used for business hours and timestamps.
• Date format — how dates are displayed across the workspace.
• Time format — 12-hour or 24-hour clock.
• Default language — the language used for system messages (e.g. Dutch or English).

Business Hours

Define when your team is available. Enable business hours and configure start/end times per day of the week. Outside these hours, the away message is shown to customers.

Away Message

The away message is sent automatically when a customer contacts you outside business hours. You can enable or disable it and write a custom text.

Handoff Message

When a team member takes over a conversation from the AI agent, Bugalou can automatically send a message to the customer to let them know a human is now available.

Supported channels

The handoff message is sent via: WhatsApp, Website Chat, Instagram, and Messenger. It is not sent for other channels.

Options

• Toggle — enable or disable the handoff message entirely.
• Custom message — write your own text. Leave the field empty to use the built-in default.

Default messages

• Dutch workspace: "👋 Een medewerker is nu beschikbaar om je te helpen!"
• English workspace: "👋 A member of our team is now available to help you!"

Auto-Close Inactive Conversations

Automatically close conversations that have been inactive for a set number of hours. Set to 0 to disable auto-close.

Auto-Assign

When enabled, incoming conversations are automatically assigned to available team members based on your assignment rules.