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.

An admin who works in a sub-agency can't open it either; see Sub-Agencies.

General #

Your agency name and workspace name (the slug in your panel and public URLs — a path inside the Live Agent Pro 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. A phone number typed in a contact's form or an application form is validated and saved in international (E.164) format. Any other number, such as one imported without its country code, is kept as written, and WhatsApp messages read it as a number from your default phone region; see WhatsApp.

Your platforms decide which platforms the conversations inbox offers as a filter. Unticking one changes only that filter; your hosts and their platform details stay as they are. With none ticked, it offers every platform. You first choose them in the setup wizard; after setup, change them here.

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.

Left blank, hosts are asked for Brazilian payout details (CPF, PIX) until you choose a country. This field may now show blank even if it previously showed Brazil — whether your agency never set a country or you chose Brazil yourself, since the two cases were stored identically and cannot be told apart. The payout details your hosts see have not changed.

Your agency's time zone decides when points expire: points with an expiry date can be used until the end of that date in this zone. Changing it moves the end of points not yet expired to the end of their date in the new time zone. It is also the time zone your hosts, and staff who have not chosen their own, see dates and times in.

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 #

WhatsApp setup is in Settings → Channels: your default number's Phone Number ID, access token (stored encrypted), Meta app secret and webhook verify token, and the list of your numbers. 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) still goes through. While your agency's sending is stopped completely (for example after a very high complaint rate, or when a sending limit is exceeded), critical mail is held too. 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.

Invitations always go through Live Agent Pro. Team invitations and your hosts' portal invitations are sent by Live Agent Pro whichever option you choose, so they count toward your sending with us and are held while it is stopped completely, even if you use your own provider. They are also not sent to an address on your agency's suppression list (for example, one that reported your agency's email as spam). Password resets are never held back by your agency's sending status or suppression list. We send at most three password reset emails to one address a day, so asking again after that sends nothing until 24 hours after the first of them. If someone reports a password reset email as spam, we stop sending password reset emails to that address; other email to it is not affected. Contact us if they want to receive them again.

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.

Gamification for hosts turns points, levels, missions and the rewards store on or off for your hosts. It's on by default. While it's off, your hosts can't open any of those, and missions don't complete or award points; you can still set everything up. See Points & Rewards.

Branding and Custom domain #

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

Security #

The WhatsApp access token and app secret, and the email API key, are stored encrypted. None of them, and not the webhook verify token either, is shown on this page, even to an admin. Each of those four fields is empty and says whether a value is stored:

• leave it empty to keep the stored value;
• type a new value to replace it;
• tick Remove the stored value to delete it.

To change the webhook verify token, click Generate, copy the new token into Meta, and save: the stored one cannot be read back.

In the provider config, host, port, encryption, domain and endpoint are shown as they are. Every other entry that has a value is shown as ********, username included, because for some providers the username is a credential: leave it as it is to keep the stored value, type a new value to replace it, or delete the row to remove it. Renaming a row that shows ******** does not keep its value: type the value again under the new name.