Agency Settings

Agency Settings is the control panel for your agency's integrations and preferences.

Admins only. A staff member without the admin role does not see this page in the navigation and cannot reach it by URL — see Roles & Permissions. Other pages in the same Settings group have their own audience; Export your data is admin-only too.

General #

Your agency name and workspace name (the slug in your panel and public URLs — a path inside the LiveAgentPro address, not a DNS subdomain), your country, plus your default phone region — the country used to interpret phone numbers typed without a country code. It's guessed from your browser at sign-up and you can change it here. Contacts' phone numbers are validated and saved in international (E.164) format, so numbers from any country work.

Your country is not just a label. It decides which payout details a host record asks for — CPF and a PIX key in Brazil, document type and number plus a Nequi number, Bre-B key or bank account in Colombia — and which currencies a compensation plan can be priced in. Countries we have not modelled yet get an international set: a tax or national ID, a bank and an account number, so nobody is left with only a free-text address box. Changing the country never deletes payout details already saved; it only changes which fields are on the form.

Conversations #

The inactivity window (conversation_inactivity_minutes, default 300 = 5 hours) that decides when a silent channel's current conversation ends and the next message starts a new one.

WhatsApp Cloud API #

Your Phone Number ID, encrypted access token, and webhook verify token. See WhatsApp for the full setup.

Email #

Choose how outbound email is sent:

• Live Agent Pro (managed) — send through Live Agent Pro's own infrastructure; no API key needed, just a from-address and from-name (your sending domain must be verified by Live Agent Pro first). Managed sending is monitored for deliverability: if your spam-complaint rate climbs too high, sending is paused automatically and non-critical mail is held until it recovers, while critical mail (such as invitations) always goes through. Your current sending status and 30-day complaint rate are shown here.
• Your own provider — Resend / Postmark / Mailgun / SMTP, with your API key (stored encrypted), from-address, from-name, and any provider-specific config. Each agency brings its own provider, and this mail is not reputation-monitored.

The choice affects inbound email. Only managed sending sets a reply address that routes a host's answer back into the conversation. With your own provider, replies land in your own mailbox and never reach the Conversations Inbox.

Rewards Currency #

What the app calls its reward points — singular and plural. The default is Spark / Sparks, and your wording is what hosts see. See Points & Rewards.

Branding and Custom domain #

Two sections that appear only on the Agency plan: your primary colour and logo, and a domain you own to serve the host portal from. See Custom Domains.

Security #

Secrets (WhatsApp token, email API key) are stored encrypted and never shown back in full.