Preferences

Workspace preferences

The Preferences page (at Settings > Preferences) controls the default behavior of your workspace — things like how new conversations are assigned, what timezone your reports use, and how notifications are delivered.

Conversation assignment

Auto-assignment

When auto-assignment is enabled, new conversations are automatically assigned to an available agent rather than sitting unassigned in the shared queue.

You can choose between two assignment strategies:

• Round robin — New conversations are distributed evenly across all available agents, cycling through the list in order.
• Least busy — New conversations are assigned to the agent who currently has the fewest open conversations.

If no agents are available (everyone is offline or at capacity), conversations remain unassigned until an agent becomes available.

Capacity limits

Set a maximum number of simultaneous open conversations per agent. When an agent reaches their limit, new conversations won't be auto-assigned to them until they resolve or transfer some of their existing ones.

Business hours

Set your workspace's operating hours. Business hours are used in several places:

• Routing rules — You can route conversations differently outside business hours (e.g., to an AI assistant instead of a human team).
• Workflows — Conditions like "outside business hours" use this setting.
• Response time expectations — The AI can reference your business hours when customers ask when they'll hear back from a human.

Set your timezone first, then define your hours for each day of the week. You can set different hours for different days, or mark a day as closed.

Notifications

Configure how your workspace delivers notifications to agents:

• Browser notifications — Pop-up alerts in the browser when a new conversation is assigned or a customer replies.
• Email notifications — Email alerts for new assignments, mentions in internal notes, or conversations that have been waiting too long.
• Notification frequency — Choose between real-time notifications or a digest (e.g., a summary every 30 minutes).

Individual agents can also customize their own notification preferences from their Profile page — workspace preferences set the defaults.

Language and locale

Set the default language for the workspace interface. This affects the language of the Autoch.at UI for all agents in the workspace.

Note that this is separate from the language your AI assistants use to communicate with customers — that's configured in each assistant's persona settings.