Request and Email Settings

This article describes the CRM’s general settings screens: request settings, incoming email page, outgoing email log, custom pages, and localizations. All of these are located in the Settings panel in the left menu and require administrator permissions.

• RequestsWho can submit a request and emails sent to the customer
• Incoming EmailList of your email channels
• Outgoing EmailLog of every email sent
• Special PagesPages published in the Help Center

1. Requests

There are two decision cards on the Settings › Requests screen. After making changes, click "Save Changes."

Who can submit a request

• Guest Requests → Visitors who are not logged in can submit a request through the Help Center. When the system is closed, the request form will first prompt you to log in.
• Team Member Requests → Team members typically use the agent dashboard rather than the customer portal. Open it only to experience the customer interface yourself: the team member who submits the request is added to your customer list and counted in reports.

Both switches are off by default.

Emails sent to customers

• Request Received Notification → When a request is received via email, it automatically sends a response to the customer confirming that you have received their request.
• Send agent responses via email → When an agent responds to a request, the response is sent to the customer via email. Live chat and other channels are not affected.

2. Incoming email

Settings › Incoming Email opens the Email page with the Incoming tab. Here, you’ll find a list of email channels linked to the addresses your customers use; if there are no channels, emails sent to your support address will not reach the panel. Details on setting up channels can be found in the Email Channel article. For each channel in the list:

• For channels that read from an email inbox (IMAP), "Last Check" displays the time of the last check and any errors, if any; "Test Connection" immediately connects and reports the result.
• In channels where an email is forwarded to an address, the "From" field displays this address.
• If both the "Open a New Request in the Channel" and "Add Responses to the Request" switches are turned off, a warning appears on the line stating that the channel is not performing any action.
• "Stop" stops the download; saved data is preserved; click "Start" to resume.
• Deleting a channel removes it; emails sent to that address will no longer be converted into requests, but existing requests will not be affected.

The "Outgoing" tab on the same page displays the "Sender Name" and "Outgoing Email Method" that customers see. When "Send" is selected as the method, no emails are sent to customers; messages are only logged in the outgoing email log.

3. Outgoing Email Log

Settings › Admin Panel › The Outgoing Email screen lists every email sent from your workspace: Subject, Status, To, From, and Time Sent. The answer to the question “Did the email I sent to my client go through?” is right here.

• The search box searches by subject, sender, and recipient; you can use the status filter to sort emails into Sent, Pending, or Failed.
• "Preview" opens a copy of the delivered email; the message ID, plain text version, and "Download .eml" option are located here.
• Records are stored for 7 days along with their raw copies.

4. Special Pages

Publish standalone pages such as "About Us," "Terms of Use," and "Privacy Policy" in your Help Center.

1. Open the screen — follow the path Settings › Admin Area › Custom Pages and click "Add Page."
2. Title and Content — The title appears at the top of the page and in the list; type your text into the content editor and upload images to your workspace.
3. Address — The "Address" field specifies the path where the page will be published under /pages/<adres>; if left blank, it will be generated from the title.
4. View — When "Hide Navigation Bar" is enabled, the page is displayed without the Help Center menu.
5. Save — Click "Create"; click "Open Page" in the list to view the published version.

5. Localizations

It allows you to replace the interface text in the panel, help center, and chat widget with your own wording; a separate set is maintained for each language.

1. Add a set — Go to Settings › Administration Area › Localizations, then click "Add Localization"; select a Name and Language that only you can see. Users whose language matches this setting will see your text.
2. Open the translation screen — Select "Translate" from the list.
3. Add a row — Using "Add Translation," enter the source text as it appears in the interface in the "Translation Key" field, and enter the text you want to display in the "Translation Value" field.
4. Save — Click "Save Translations."

Deleting a localization removes its translated lines and reverts the interface to its default text; at least one localization must remain in the workspace.

Related articles

• Email channel
• Setting up a help center for your customers
• Inbox Settings and Auto-Close
• Overview of Channels