Organization Profile

Configure organization-wide settings that apply to all agents and users in your Convrs account.

Organization Settings allow administrators to customize how Convrs operates for their organization, including office hours, agent behavior, security policies, and third-party integrations.

General Settings

Configure basic organization information and outbound chat requirements.

Update Organization Name and Logo

Change your organization's display name and upload a custom logo.

Steps:

1. Navigate to Administration > Organization Settings.
2. Click the General tab.
3. Enter your organization name in the Organization Name field.
4. Click the Upload new Logo button to select an image file.
5. Click Save changes.

Configure Outbound Chat Requirements

Set mandatory fields for agents when starting new outbound conversations.

Steps:

1. Navigate to Administration > Organization Settings.
2. Click the General tab.
3. Enable Make it mandatory for new outbound chats to have an email and name entered to require contact information.
4. Enable Make it mandatory for new outbound chats to come from external CRM to restrict outbound chats to CRM-linked contacts only.
5. Click Save changes.

Office Hours

Define your typical business hours and configure automated responses for when your team is unavailable.

Set Office Working Hours

Configure the times and days when your office is open for live agent support.

Steps:

1. Navigate to Administration > Organization Settings.
2. Click the Office Hours tab.
3. Set the Office Open Time (e.g., 09:00:00).
4. Set the Office Close Time (e.g., 17:00:00).
5. Select your Office Time Zone from the dropdown.
6. Check the days of the week when your office is open.
7. Click Save changes.

Result: When agents are offline and users contact you outside office hours, they will receive the "Out of hours" message configured in your chatbot flow.

Configure Missed Chat Notifications

Set up email notifications when chats are missed by agents.

Steps:

1. Navigate to Administration > Organization Settings.
2. Click the Office Hours tab.
3. Enable Send an email report when a chat is missed.
4. Enter the email address in the Email Address field.
5. Click Save changes.

Result: When a chat is missed, an email report containing user details and the chat transcript will be sent to the specified address.

Agent Chat Handling Options

Configure how chats are allocated and managed for agents in your organization.

Set Maximum Chats Per Agent

Limit the number of concurrent chats that can be assigned to each agent.

Steps:

1. Navigate to Administration > Organization Settings.
2. Click the Agent Chat Handling Options tab.
3. Enter a value in the Maximum number of chats field (1-9).
4. Click Save changes.

Result: When an agent reaches their maximum chat limit, their status is automatically set to busy and new incoming chats will not be allocated to them.

Configure Offline Queue Behavior

Control what happens when a user responds to a chat while their assigned agent is offline.

Steps:

1. Navigate to Administration > Organization Settings.
2. Click the Agent Chat Handling Options tab.
3. Enable or disable Move active chat to queue if a user responds when an agent is offline.
4. Click Save changes.

Result: When enabled, the system will first try to allocate the message to other available agents. If none are available, the user is placed in the queue.

Configure Automatic Chat Closure

Set up automatic closure of inactive chats and handling of chats when agents don't log in.

Steps:

1. Navigate to Administration > Organization Settings.
2. Click the Agent Chat Handling Options tab.
3. Set the number of days in Automatically close a chat due to inactivity (0-60 days).
4. Set the number of days in Move an allocated chat to the queue if the agent hasn't logged in (0-60 days).
5. Click Save changes.

Password Policy

Enforce password requirements to improve security for your organization's agent accounts.

Configure Password Requirements

Set up password complexity rules and expiration policies for your organization.

Steps:

1. Navigate to Administration > Organization Settings.
2. Click the Password Policy tab.
3. Enable Enforce a password policy for your Organization.
4. Set the Minimum number of characters (1-30).
5. Set the Maximum number of characters (1-30).
6. Set the Minimum number of mixed case characters (0-10).
7. Set the Minimum number of digits (0-10).
8. Set the Number of special characters (0-10).
9. Set Force a password change after a certain number of days (1-180).
10. Optionally enable Passwords cannot be reused.
11. Click Save changes.

Single Sign-On (SSO)

Enable Single Sign-On to allow agents to log in using your organization's identity provider.

Enable Single Sign-On

Configure SSO with your preferred identity provider (Google, Microsoft, Okta, or Generic SAML).

Steps:

1. Navigate to Administration > Organization Settings.
2. Click the Single Sign-On (SSO) tab.
3. Enable Enable SSO.
4. Select your SSO provider from the Your SSO Provider dropdown.
5. If using Generic SAML, complete the additional SAML configuration (see below).
6. Optionally enable Enable Agents to login with username and password as well as with SSO for dual authentication support.
7. Click Save changes.

Result: Agents will be able to log in using your organization's identity provider credentials.

Configure Generic SAML

Set up SAML authentication with a custom identity provider.

Steps:

1. Navigate to Administration > Organization Settings.
2. Click the Single Sign-On (SSO) tab.
3. Enable Enable SSO and select Generic SAML.
4. Copy the Assertion URL and Entity ID values and provide them to your SAML vendor.
5. Enter the Single Sign on URL provided by your SAML vendor.
6. Paste the Certificate provided by your SAML vendor.
7. Optionally enable Use Role provided by SAML vendor if you want roles to be assigned from your identity provider.
8. Click Save changes.

Third Party Data Processors

Enable or disable third-party services that process your organization's data to provide additional functionality.

Enable Message Translation

Allow automatic translation of messages between different languages.

Steps:

1. Navigate to Administration > Organization Settings.
2. Click the Third Party Data Processors tab.
3. Enable Message Translation.
4. Click Save changes.

Result: Agents can use the auto-translate feature to communicate with users in different languages.

Enable AI Writing Assistant

Enable AI-powered spelling, grammar checking, and writing style suggestions for agents.

Steps:

1. Navigate to Administration > Organization Settings.
2. Click the Third Party Data Processors tab.
3. Enable AI Writing Assistant.
4. Click Save changes.

Result: Agents can use AI to improve their message quality with spelling corrections, grammar fixes, and writing style guidance.

Enable AI Sentiment and Chat Summary

Enable AI-powered sentiment analysis and automatic summaries for closed chats.

Steps:

1. Navigate to Administration > Organization Settings.
2. Click the Third Party Data Processors tab.
3. Enable AI Sentiment and Chat Summary.
4. Click Save changes.

Result: Closed chats will automatically receive sentiment scores and AI-generated summaries for easier review and reporting.

Reports

Configure the thresholds used to colour-code KPIs across your organization's reports.

Configure Report Thresholds (RAG)

Set Red, Amber, and Green thresholds that determine how KPI values are colour-coded in reports such as Executive Summary, Team Scorecard, Quality Assurance, Channel Performance, and Country Performance.

Steps:

1. Navigate to Administration > Organization Settings.
2. Click the Reports tab.
3. For each KPI, enter a Green threshold and an Amber threshold value.
4. Click Save changes.

Result: Reports will use your custom thresholds to colour-code KPI values as green, amber, or red.

Native Application

Control access to the Convrs mobile application for your organization.

Configure Native App Access

Control which agents can use the Convrs native mobile application.

Steps:

1. Navigate to Administration > Organization Settings.
2. Click the Native Application tab.
3. Select an option from the Who in your Organization can use the Native App? dropdown.
4. Click Save changes.

Developer — WebChat Signing Secret

Configure a signing secret that allows your backend to create JSON Web Tokens (JWTs) for securely identifying logged-in users in the webchat widget. When a user visits your site, your backend signs a token containing user details (such as name, email, or user ID) with this secret. Convrs verifies the token when the webchat connects, linking the conversation to a known user identity.

For full details on JWT structure, supported claims, and backend integration examples, see Secure User Identity for Web Chat (JWT).

Generate a Signing Secret

Generate a new signing secret for your organization so your backend can create JWT tokens for webchat user identification.

Steps:

1. Navigate to Administration > Organization Settings.
2. Click the Developer — WebChat tab.
3. Click the Generate Secret button.
4. A modal will appear displaying your new signing secret. Copy the secret and store it securely in your backend configuration.
5. Click Close to dismiss the modal.

Result: Your organization now has an active signing secret. Your backend can use it to sign JWT tokens that identify users connecting via the webchat widget.

Rotate the Signing Secret

Replace the current signing secret with a new one while allowing existing integrations time to update.

Steps:

1. Navigate to Administration > Organization Settings.
2. Click the Developer — WebChat tab.
3. Click the Rotate Secret button on the current secret card.
4. Confirm the rotation when prompted.
5. A modal will appear displaying the new signing secret. Copy it and store it securely.
6. Update your backend to use the new secret.

Result: A new signing secret is generated and the previous secret enters a 48-hour grace period. During this window, tokens signed with either secret will be accepted by Convrs.

Revoke a Previous Secret

Immediately invalidate a previous signing secret that is still within its grace period.

Steps:

1. Navigate to Administration > Organization Settings.
2. Click the Developer — WebChat tab.
3. In the Previous Secret (Grace Period) card, click the Revoke Now button.
4. Confirm the revocation when prompted.

Result: The previous secret is immediately invalidated. Only tokens signed with the current secret will be accepted.

Verify a JWT Token

Test whether a JWT token is valid by verifying it against your organization's signing secret.

Steps:

1. Navigate to Administration > Organization Settings.
2. Click the Developer — WebChat tab.
3. Scroll to the Test a JWT Token section.
4. Paste a JWT token into the text area.
5. Click the Verify Token button.

Result: A success or failure message is displayed. If valid, the result shows which secret was used (current or previous) and the decoded token claims. If invalid, the error reason is displayed along with any partially decoded claims.

Integration Example

The tab includes a code snippet showing how to pass a signed JWT to the webchat widget on your website. Your backend generates the token server-side, and the page sets it in a ConvrsUser JavaScript variable before the widget loads. The webchat widget reads this variable on connection and sends the token to Convrs for verification.

Related Topics

• Admin Guide
• Single Sign On
• Roles and Permissions
• Native Application
• Web Widget
• Convrs Web Chat API
• Secure User Identity for Web Chat (JWT)