The Settings section

In this article, we'll dive into the essential elements of the Tidio settings. You'll learn about various configuration options that cover both the front and back end of the Tidio system. 

In this article, you'll learn about: 

• Live chat and widget settings
• Account settings
• Notification settings
• Operating Hours
• Quick Responses
• Workflow options
• Team settings
• Service Level Agreements (SLA)
• Campaign settings
• Customer satisfaction surveys
• Downloading the desktop and mobile app
• Custom fields and Contact Properties
• Ticket tags
• Tracking
• Developer details
• Billing settings
• Project preferences

Channels

Learn more about customizing the visual appearance of the Tidio widget on your website in our Channels section article.

Personal

Account 

In the Account section, you can change your agent name, add your profile picture, change your email address and password, and adjust your region so that your time zone will be displayed correctly. 

Please note: if you ever change your Tidio login email here, you will need to confirm it as well. In your mailbox, you will receive an automatic email from us, and inside: a confirmation link that you will need to use in order to finish the process.

Notifications

In the Notifications section, you can change the sound notifications for new incoming visitors, new chat requests, and new messages.

If you want to receive notifications about new, incoming chats to your email address - enable the Forward email notifications option.

Operating Hours

You can enable and adjust the Operating Hours, which will switch between your offline and online statuses automatically at specified times.

This setting works based on the current time zone you’ve set up in your Tidio panel so please make sure the correct time zone is set up at the bottom of the Operating Hours section.

In order to set up the hours when you are online – simply move the white circle and toggle it on the time you wish to be displayed online. 

You can read more about that in our article on using the widget's status.

General

Macros

Prepare short messages, links, or answers, and use them during the conversation. We also have an article that explains how canned responses work in more detail, here.

Workflows

Here you can decide about manual or automatic chat assignment, as well as solving chats automatically. You can learn more about the details in our dedicated guide on Workflows.

Team

Agents

Here, you can deactivate, delete, or add new agents. To learn a bit more about this, check out this dedicated article.

Departments

In the Departments sub-section, you can decide about adding agents to different departments (for routing and workflow purposes). You can learn more about this feature in this article.

Roles

You can create different roles for your agents. Roles are basically custom permission sets that you can assign to your agents. You can learn more about this tool here.

Service Level Agreements

Service Level Agreements (SLA) is a tool that allows you to create SLA policies for your agents. SLA policies can be set up to determine the amount of time agents have to respond to incoming tickets (emails).

You can learn more about this tool in our dedicated guide.

Campaigns

Here, you can decide about the sender domain to be used when communication via email in Tidio (see the Domains section of this article for more details on connecting your own domain). You can also add or modify your street address, which is required by law if you decide to use Tidio for sending email marketing campaigns.

Please note: since June 17th 2024, the Campaigns tool is only available to Plus subscribers, as well as to users with an active Campaigns subscription.

Customer satisfaction

Here you can enable (and modify) your automated surveys, asking your visitors or customers for feedback. This can be done for both live conversations and tickets (emails). You can learn more about these options here.

Download apps

Download the apps for desktop and mobile for all common systems to be able to answer your client's inquiries faster. You can also check out our knowledge base articles to learn more about the desktop app and the mobile app installation.

Fields

In this section, you can manage your custom fields for tickets and Contact Properties, each list in its own separate tab.

You can read more about how custom fields work in this guide.

You can also learn about Contact Properties in our dedicated article.

Tags

In this section, you can manage all your custom ticket tags.

Please see more details in this guide.

Tracking

Trace the actions of your visitors and collect the data of your visitors' movements on your website. You can find a bit more about it in our article about Tracking.

Developer

Here, you can learn more about your Tidio project and access our documentation for Tidio's API. You will also find here your Public Key and Private Key, which may be requested during support interactions or certain integrations.

Project

Billing

In this section, you can check which plan you are on at the moment and manage your subscription from there. You can download invoices, update your billing details, expand the account even further, or cancel your subscription.

Please see this dedicated guide for more details.

Preferences

This section allows you to change your project’s URL, region (timezone), enable periodic reports (daily, every 3 days, weekly, monthly), enable email notifications for visitors who miss your live chat responses, and clear previously banned visitors. You can delete the chat project here as well.