Settings reference

One short section per settings area: workspace, ticketing, AI agents, customer data, developers, and your personal pages.

Settings opens on a home screen of workspace statistics, with a grouped navigation panel on the left. There are five workspace groups — Workspace, Ticketing, AI agents, Customer data and Developers — and your Personal pages below them. This page gives each area one short section; the areas with their own guide link to it.

Workspace

General holds the workspace identity, the deployment mode chosen at onboarding, the default model and the budget caps. Changing workspace settings needs admin. See Workspace settings.

Members is people, roles, invitations and suspension. See Teams and roles.

Teams groups members for shared ticket ownership and round-robin assignment. See Teams and roles.

Skills defines the skills a member can hold, for skills-based routing in the contact centre.

Capacity sets how much concurrent work a member can be offered across live chat and voice.

Security shows active sessions, the IP allowlist and recent high-risk events. Tenant isolation and encryption at rest are always on and are stated rather than configurable. Admin only. See Security.

Audit log is the append-only record of security-relevant actions: who did what, when, from where. Reading it needs admin. See Audit log.

Migrate imports from another helpdesk. It used to sit on the navigation rail; /migrate redirects here. See Migrating.

Ticketing

Fields & types defines the custom fields on a ticket and the ticket types they belong to.

Statuses defines the workspace's ticket statuses.

SLA policies sets per-priority first-response and resolution targets. See SLA policies.

Automations & macros is where prepared responses and the rules that fire them are created and edited. See Macros.

Canned responses holds short reusable snippets, separate from macros, which also carry actions.

Feedback survey configures the CSAT request sent after a ticket is solved.

AI agents

Four screens, all documented in the Aura AI section.

Screen	What it decides
Autonomy	Where Aura AI may answer on its own, where a human approves first, and where it stays silent. See Autonomy.
Auto-resolve	Whether Aura AI may reply and solve a ticket unattended, and what it is allowed to touch. See Auto-resolve.
Categorization	How incoming tickets are categorised. See Categorisation.
Playbook	The agent's playbook. See Playbooks.

Customer data

Companies holds company records, which are distinct from customer records.

Import brings customers and companies in from a file.

Customer portal configures the customer-facing portal: its name, logo and support email address. The portal's palette is Auralis's rather than per-workspace, so there is no colour control here.

Developers

API keys issues and revokes workspace API tokens. Creating and revoking needs admin. A key is shown once at creation; treat it as a secret. See API keys.

Webhooks registers outbound webhook endpoints for workspace events.

MCP is the workspace side of MCP access: which members may connect an assistant, and revoking one who may not. /settings/connectors redirects here. The client side is documented under MCP.

Personal

Your own pages, at any role: Details, Account security, Notifications, My channels, Visible to you, Authentication, Account access and Multilingual.

Notifications is the one with its own guide: see Notifications and preferences.