Workspace

Workspaces

A workspace holds everything for one business or client: its channels, contacts, conversations, auto replies, AI agents, plugins, team and plan. People join a workspace as members, each with a role. Every dashboard address carries the workspace: /workspace/<workspace>/agent, /workspace/<workspace>/channel/whatsapp.

How it works

Creating a workspace makes you its owner. You can own and join as many workspaces as you like.
The switcher at the top of the sidebar shows the workspace you're in; switch, create a workspace or open its settings from it.
A workspace runs on one plan of its own. See Billing.

Roles and permissions

Every workspace starts with three system roles:

Role	What it can do
Owner	Everything (`*`), including billing, transferring and deleting the workspace. One per workspace
Admin	Everything except billing, transferring ownership and deleting the workspace
Agent	Works the inbox: views members and channels, works contacts and conversations, uses plugins

Permissions are dotted keys, and a trailing * grants everything under it (inbox.* grants inbox.conversation.reply). Plugins add their own keys (plugin.<name>.*).

Permission	Allows
`workspace.setting.manage`	Workspace settings
`workspace.member.view` / `.invite` / `.manage`	See members, invite, change roles and remove
`workspace.role.manage`	Create and edit roles
`workspace.billing.manage`	Buy plans and AI tokens, cancel
`workspace.ownership.transfer`, `workspace.delete`	Transfer, delete
`member.self.manage`	Change your own availability
`channel.view` / `channel.manage`	See channels; add, configure and remove them
`contact.view` / `contact.manage`	See contacts; edit, merge and delete them
`inbox.conversation.view` / `.reply` / `.assign` / `.manage`	See, reply, assign and take over, change status, tags and priority
`inbox.setting.manage`	Tags and canned responses
`autoReply.manage`, `ai.agent.manage`	Auto replies, AI agents
`plugin.manage` / `plugin.use`	Install and configure plugins; use their pages, panels and actions
`api.manage`	API keys and webhooks
`analytics.view`	Analytics

Custom roles (Settings › Members › Roles › New role) need a plan with custom roles. The sidebar only shows the pages your role can open.

Members

Settings › Members lists everyone with their role, seat and availability.

Invite member: their email and a role. They get an email with a link that expires in 7 days; pending invitations are listed under the members and can be revoked.
Opening the link signed out offers Sign in to accept or Create an account. Signed in with another email, it asks you to sign in with the invited address.
Seats: every member who answers takes a seat. When the plan has fewer seats than members, the members over the limit become read-only until you add seats.
Availability: each member sets Online, Away or Offline in the inbox. Teammates see it next to your name.
Remove a member: they lose access immediately.

Divisions

Settings › Divisions groups your team (Sales, Marketing, Support). A conversation can sit in one division; the division's members see it and are notified about conversations waiting in it. Use divisions when one number serves several teams.

Settings

Page	What's there
General	Name, timezone and language; Satisfaction survey (ask for a 1–5 rating when a conversation is resolved, with your own question); the danger zone
Members	Members, invitations, roles
Divisions	Teams inside the workspace
Notifications	Yours only (below)
Subscription	Plans, usage, add-ons, AI tokens, invoices, billing details. See Billing
Storage	Usage, how long customer files stay, clearing files (below)
Tags	Labels for contacts and conversations
Canned responses	Saved replies inserted with `/shortcut`
API keys, Webhooks, API history	See API and webhooks
AI	Sentiment analysis on inbound text, reply suggestions, Brand, memory retention, AI tokens. See AI agents

Danger zone

Transfer ownership (owner): to another member. The new owner gets full control; you stay as an admin.
Delete workspace (owner): permanently removes the workspace and all of its data: its channels are unlinked and its files deleted on the engine.

Brand

Brand in Settings › AI tells the AI how your business talks to customers. Reply suggestions and Suggest a reply follow it. AI agents keep their own persona, so filling it in doesn't change them. Every field is optional.

Field	What to write
Brand name	The name used with customers. Empty uses the workspace name
About the business	What you sell, and to whom
Voice	Tone, how to address customers, words to use or avoid
Policies	Rules replies must not break. They also affect which suggestion ranks first

Changes apply from the next suggestion.

Storage

The bottom of the sidebar shows your usage, one line each: Storage, AI tokens left, Channels, Members and AI agents. AI tokens only appears for members who manage billing, and the AI lines only appear when your plan includes AI. A value turns amber at 90% of the limit and red when the limit is reached. Click a line to open its page, if your role can open it; Storage opens Settings › Storage. Members who manage settings also get a notice at 90% and when storage is full. A full drive stops new customer files being saved, and your team's uploads too.

Usage shows customer files by channel and type, Your team's files (library, sent and AI files) with Open drive, and Trash with Empty trash. Trashed files count as used until they're removed after 30 days.

Automatic removal: Remove customer files after 1 day, 3 days or 7 days (the default). It can't be turned off or set longer, on any plan. It runs every hour, including open conversations.

Clear files removes customer files now. It shows how many files and how much space before you confirm, and it can't be undone.

Filter	Options
Channel	Pick channels, or none for all
Type	Images, Videos, Audio and voice notes, Documents, Stickers; none for all
Older than	Any age, 1 day, 3 days
Keep files in open conversations	On by default: only resolved conversations are cleared

You get a notice when clearing finishes, saying if any files couldn't be removed.

Your team's files are never removed by either. When a member sent a customer's file on in another message, or picked it as an AI agent's knowledge, the file stays for that use. A removed file's message offers Retry: see Channels › Customer files.

Notifications

Settings › Notifications is only for you, for this workspace or (with Use my default settings) every workspace.

Inbox: a soft sound for new customer messages, browser notifications when the tab is in the background. Only members with a seat get inbox notifications; handovers and assignments are always urgent. A new message notifies you about 5 seconds after it arrives. If a teammate is looking at the chat by then (tab in front and focused, scrolled to the latest message), it counts as read and nobody is notified. A chat left open in a window you aren't using, or scrolled up, stays unread until you come back or scroll down; that's also when the customer gets the read receipt. Opening a chat marks its message notifications read for everyone, and they stay in the bell as read.
Reminders: on by default. A chat you leave unread notifies you again after 5, 20 and 80 minutes, then once a day around 09:00 your time for up to 7 days after the last customer message, as one summary for all your chats. Reminders stop when the chat is read, resolved, snoozed, answered or taken by someone else, and a snoozed chat that wakes starts again. They wait out quiet hours. You get at most one every 5 minutes and 12 in 24 hours; urgent chats ignore the 12.
Reminder emails (on the Default for all workspaces tab): on by default. One email lists every chat still waiting across all your workspaces, with the customer, last message and how long they have waited. It goes out from the second reminder on (the first for handovers and assignments), then daily for up to 7 days. Same-day emails go at most once an hour (every 15 minutes for urgent chats), 6 in 24 hours, and only when a chat in them is new to you. Workspace owners also see chats waiting over a day that aren't theirs. Turn off reminder emails in the email works without signing in.
If your availability isn't Online, reminders for unassigned chats skip you while someone in scope is online. If nobody is, you get the email only.
Announcements: pop-ups while you use the app; urgent ones always show.
Quiet hours: no pop-ups or sound in the hours you pick (your workspace timezone); everything still lands in the bell.
Browser notifications need your browser's permission: Turn on asks for it. If you later reset the permission in your browser's site settings, Turn on comes back right away; if you block it, the app says notifications are blocked and you unblock them in the browser.
On iPhone and iPad, add Beamvia to your Home Screen first, then turn on notifications from there.