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Manage your organization settings

Last Update: Oct 2024 • Est. Read Time: 2 MIN
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Administrators can use the Organization Settings to make changes to aspects of your Kustomer experience that impact all users.

Who can access this feature?
User typesAdmins can access the Organization page.


In this article

Access organization-wide configuration

To access organization settings:

  1. Go to Settings> Administration > Organization.
  2. Make any changes as desired, then select Save Changes in the bottom toolbar.


Organization settings

The following options are available, and are applied to all of your users.

Idle Timeout

Idle timeout is the amount of time (in minutes) that a user can remain inactive before they are put into an idle state. After being set to idle, the user's Kustomer session will be paused and the Kustomer interface will be hidden until the user says they're ready to return to Kustomer.

Setting a user as idle does not end their authentication session, or require them to enter their credentials again to return to the app. The idle state will also not modify the user's routing status — for example, if they were set to Available, it would not change them to Offline.

Before the user is set to idle, they'll receive a prompt that their session is about to be paused.

Emojis in Outbound Messages

This setting allows you to control whether or not the Emoji picker is offered in the reply window in all outbound conversations. This may be useful if your support tone guidelines encourage (or discourage) emoji when communicating with customers. However, note that this does not prevent agents from manually entering special characters or emoji through the use of system-wide keyboards like the Character Viewer on macOS or the emoji keyboard on Windows.

Filter Agents by Assigned Team

This setting impacts the conversation assignment process, and controls how teams impact the list of users that appear in the assignment drop-down menu.

If this setting is off, when you assign a user to a conversation, all users will be shown in the Assign to a User drop-down menu, even if a team is already selected.

If the setting is on, the only users that are shown in this drop-down will be the ones who belong to the selected team.

Keyboard Shortcuts

This setting lets you determine whether or not agents can use keyboard shortcuts within Kustomer. If turned off, the list of hotkeys is also not presented in the options menu.

Email Recipient Search

This controls autofill when agents type in the To, Cc, and Bcc fields. Most organizations benefit from the convenience of autofill and leave this setting on, but it can be turned off if needed by your team's process or workflow.