Organization Settings

Organization Settings #

Organization Settings is your control center for configuring Support Unicorn. Manage integrations, control team access, configure notifications, and customize your workspace.

Accessing Settings #

Navigate to Settings from the sidebar or click your organization name in the top navigation.

Settings are divided into several sections:
- General
- Integrations
- Team
- Notifications
- Security
- Advanced

General Settings #

Organization Profile #

Organization Name:
- Display name shown to team members
- Visible in Slack notifications
- Used in invoices and receipts
- Edit anytime

Organization ID:
- Unique identifier (read-only)
- Format: org_abc123
- Used for API access
- Shown for reference only

Industry:
- Select your industry
- Helps us provide relevant features
- Used for benchmarking (optional)
- Options: E-commerce, SaaS, Healthcare, Finance, etc.

Time Zone:
- Default timezone for your organization
- Affects reporting timestamps
- Business hours configuration
- Auto-detected from browser (can override)

Region:
- Primary geographic region
- May affect data residency (Enterprise only)
- Impacts some integrations (phone numbers, etc.)

Branding #

Logo:
- Upload your company logo
- Shown in chat widget (optional)
- Used in email notifications
- Recommended: Square SVG or PNG (500×500px)

Brand Colors:
- Primary color (buttons, links)
- Used in chat widget
- Applied to customer-facing interfaces
- Hex color code (e.g., #6366f1)

Favicon:
- Icon for chat widget popup
- 32×32px PNG or ICO
- Shown in browser tab when widget open

Business Hours #

Configure when your team is available:

Schedule:
- Monday: 9:00 AM - 6:00 PM
- Tuesday: 9:00 AM - 6:00 PM
- Wednesday: 9:00 AM - 6:00 PM
- Thursday: 9:00 AM - 6:00 PM
- Friday: 9:00 AM - 6:00 PM
- Saturday: Closed
- Sunday: Closed

Holidays:
- Add custom holidays
- Affects "offline" messaging
- Can trigger different AI behavior

Timezone:
- Must specify timezone for hours
- Used for customer-facing messaging
- "We're currently offline. We'll respond at 9 AM EST."

Integrations #

Manage connections to external platforms and services.

Slack Integration #

Your primary integration for team communication.

Status:
- Connected: ✅ Active
- Workspace: yourteam.slack.com
- Installed by: jane@yourcompany.com
- Installed on: Jan 15, 2024

Slack Bot:
- Bot User ID: B01ABC123
- Bot Name: @Support Unicorn
- Scopes: channels:read, chat:write, users:read

Channels:
View all Slack channels where conversations are routed:
- #support → Live Chat conversations
- #sms-support → SMS conversations
- #whatsapp → WhatsApp conversations

Actions:
- Reconnect: Refresh connection if issues occur
- Update Scopes: Add new permissions
- Uninstall: Remove Slack integration (destructive)

Settings:
- Message format (short vs detailed)
- Notification preferences (@channel, @here, specific users)
- Thread vs channel posts
- Emoji reactions for status

Twilio Integration #

For SMS and WhatsApp communication channels.

Status:
- Connected / Not Connected

Configuration:
- Account SID: AC__________________ (hidden)
- Auth Token: **********************
- Phone Numbers: View all connected numbers

Phone Numbers List:
Each number shows:
- Number (+15551234567)
- Type (SMS / WhatsApp)
- Linked AI Agent
- Monthly usage
- Status (Active / Inactive)

Actions:
- Add new phone number
- Test connection
- Disconnect Twilio
- View usage logs

Zendesk Integration #

Create support tickets from conversations.

Status:
- Connected / Not Connected

Configuration:
- Subdomain: yourcompany.zendesk.com
- Email: admin@yourcompany.com
- API Token: *************************

Settings:
- Default ticket priority
- Auto-assign tickets to group
- Tags to apply automatically
- Custom field mapping

Sync Status:
- Last sync: 2 minutes ago
- Tickets created today: 12
- Sync errors: View log

Actions:
- Test connection
- Resync failed tickets
- Disconnect Zendesk

Google OAuth #

For authenticating team members (alternative to Slack).

Status:
- Enabled / Disabled

Configuration:
- Client ID: _________________
- Client Secret: ***************
- Allowed Domains: yourcompany.com

Use Cases:
- Team members without Slack
- Single Sign-On (SSO)
- Multi-org access

Stripe Integration #

For billing and payment processing.

Status:
- Connected (Read-Only for Admins)

Configuration:
- Managed by Support Unicorn
- Stripe Customer ID: cus_________________
- Default payment method: Visa ****1234

View:
- Payment history
- Subscriptions
- Invoices

Actions:
- Update payment method (link to Stripe)
- View customer portal

Custom Integrations #

Add webhooks or API connections:

Webhook Endpoints:
- Create outgoing webhooks for events
- Conversation started
- Conversation closed
- AI message sent
- Customer feedback received

API Keys:
- Generate API keys for custom integrations
- Read-only vs read-write access
- Key rotation
- Usage tracking

Team Management #

Manage team members and their access levels.

Team Members #

List View:
Each member shows:
- Name
- Email
- Role (Admin, Agent, Viewer)
- Last active
- Joined date
- Status (Active / Inactive)

Roles:

Admin:
- Full access to all settings
- Manage billing
- Manage team members
- Configure integrations
- View all conversations

Agent:
- Respond to conversations
- View contact database
- Access assigned channels
- Limited settings access

Viewer:
- Read-only access
- View conversations and analytics
- Cannot respond or modify settings
- For stakeholders, analysts

Inviting Team Members #

  1. Click "Invite Team Member"
  2. Enter email address
  3. Select role
  4. Choose channel access
  5. Send invitation

Invitation Process:
- Email sent with signup link
- Link expires in 7 days
- Can resend if needed
- User creates account

Removing Team Members #

  1. Click "..." next to member
  2. Select "Remove from Team"
  3. Confirm removal

Effects:
- Loses access immediately
- Cannot view conversations
- Slack connection remains (individual)
- Can be re-invited later

Notifications #

Control when and how your team is notified.

Email Notifications #

Configure email alerts:

Conversation Notifications:
- [ ] New conversation started
- [x] Escalation to human (Enabled)
- [ ] Conversation idle for 1 hour
- [x] Customer follow-up after close

System Notifications:
- [x] Low credit balance
- [x] Integration disconnected
- [ ] Weekly performance summary
- [ ] Monthly analytics report

Billing Notifications:
- [x] Payment failed
- [x] Subscription renewed
- [x] Invoice generated
- [ ] Credit purchase confirmation

Recipients:
- Admins only
- All team members
- Custom list

Slack Notifications #

Control Slack message behavior:

Mentions:
- @channel for urgent conversations
- @here during business hours
- Specific @user for VIP customers
- No mentions (default)

Conversation Alerts:
- New conversation: Yes / No
- AI confidence < 0.5: Yes / No
- Customer satisfaction < 3 stars: Yes / No
- Conversation idle > 30 min: Yes / No

Thread vs Channel:
- Post in thread (recommended)
- Post in channel (noisy)
- DM to specific user

Mobile Push Notifications #

Coming Soon

  • Mobile app for iOS/Android
  • Push for new conversations
  • Push for escalations
  • Quiet hours configuration

Security #

Access Control #

IP Whitelist:
Restrict dashboard access to specific IPs (Enterprise only):
- Add allowed IP ranges
- Blocks unauthorized access
- Useful for corporate networks

Two-Factor Authentication (2FA):
- Require 2FA for all team members
- TOTP (Google Authenticator, Authy)
- Backup codes provided
- Enforce for admin roles

Session Timeout:
- Auto-logout after X minutes of inactivity
- Options: 15, 30, 60, 240 minutes, Never
- Recommended: 60 minutes

API Security #

API Keys:
- View all active API keys
- Last used timestamp
- Rotate keys regularly
- Revoke compromised keys

Webhook Signatures:
- Verify webhook authenticity
- HMAC SHA256 signatures
- Signing secret (rotatable)

Data Privacy #

GDPR Compliance:
- Data processing agreement
- Right to erasure enabled
- Data export available
- Cookie consent (widget)

Data Retention:
- Conversation history: 90 days (default)
- Contact data: Until deleted
- Logs: 30 days
- Custom retention (Enterprise)

Data Export:
- Export all organization data
- JSON format (machine-readable)
- Includes conversations, contacts, settings
- For backup or migration

Data Deletion:
- Delete organization and all data
- Cannot be undone
- 30-day grace period (can restore)
- Permanent after 30 days

Advanced Settings #

For power users and custom configurations.

AI Configuration #

Default AI Model:
- GPT-4o-mini (default, cost-effective)
- GPT-4o (higher accuracy, higher cost)
- GPT-4 Turbo (legacy)

Embedding Model:
- text-embedding-3-small (default)
- text-embedding-3-large (more accurate)

Temperature:
- Controls AI creativity/randomness
- Range: 0 (deterministic) to 1 (creative)
- Default: 0.3 (balanced)
- Recommended: 0.1-0.4 for support

Max Tokens:
- Maximum response length
- Default: 500 tokens (~375 words)
- Range: 100-4000
- Higher = longer responses, higher cost

Context Window:
- How many previous messages AI sees
- Default: Last 10 messages
- Range: 5-50 messages

Custom Domain (Enterprise) #

Host widget and API on your domain:

Setup:
- widget.yourcompany.com
- CNAME to supportunicorn.com
- SSL certificate (auto-provisioned)
- Custom branding

Benefits:
- White-label experience
- Brand consistency
- Customer trust
- CORS simplification

Webhooks #

Configure outbound webhooks for events:

Event Types:
- conversation.started
- conversation.closed
- message.received
- message.sent
- ai.escalated
- feedback.received

Webhook Configuration:
- URL: https://yourapi.com/webhooks/support-unicorn
- Method: POST
- Headers: Authorization, Custom headers
- Retry: 3 attempts with exponential backoff

Payload Example:
json
{
"event": "conversation.started",
"conversation_id": "con_abc123",
"customer": {
"email": "customer@example.com",
"name": "Jane Doe"
},
"channel": "livechat",
"timestamp": "2024-03-15T10:30:00Z"
}

Rate Limits #

Configure API rate limits (Enterprise):

Dashboard API:
- Default: 100 requests/minute
- Custom: Configure per use case

Widget API:
- Default: 1000 requests/minute
- Auto-scales with usage

Webhook Delivery:
- Default: 10 webhooks/second
- Queued if exceeded

Danger Zone #

Irreversible actions - proceed with caution.

Transfer Ownership #

Transfer organization to another admin:

  1. Invite new owner as Admin first
  2. Click "Transfer Ownership"
  3. Select new owner
  4. Confirm transfer
  5. You become regular Admin

Delete Organization #

Permanently delete your organization and all data:

What Gets Deleted:
- All conversations
- All contacts
- All AI agents and knowledge base
- All settings and configurations
- All team member access

What Happens:
- 30-day grace period
- Organization marked for deletion
- Email confirmation sent
- Can restore within 30 days
- Permanent deletion after 30 days

How to Delete:
1. Type organization name to confirm
2. Click "Delete Organization"
3. Confirm via email
4. Deletion scheduled

To Restore:
- Email support within 30 days
- Provide organization ID
- Restored within 24 hours

FAQ #

Can I change my organization name? #

Yes, go to Settings → General → Organization Profile and edit the name. Changes are reflected immediately everywhere.

How do I add more admins? #

Invite them with the Admin role: Settings → Team → Invite Team Member → Select "Admin" role.

What happens if my Slack workspace is deleted? #

Your Support Unicorn data is preserved. You'll need to reconnect to a new Slack workspace or use Google OAuth for access.

Can I use multiple Twilio accounts? #

Currently, one Twilio account per organization. For multiple accounts, create separate organizations (Enterprise only).

How do I enable SSO? #

SSO is available for Enterprise plans. Contact sales@supportunicorn.com to configure SAML or OIDC.

Can I white-label Support Unicorn? #

Yes, with Enterprise plan: custom domain, remove branding, custom colors, custom email templates. Contact sales for details.

What if I accidentally delete my organization? #

You have 30 days to restore. Email support@supportunicorn.com with your organization ID immediately.

How do I export all my data? #

Settings → Security → Data Privacy → "Export Organization Data". You'll receive a download link via email when ready.