# Manage your organization settings

> Administrators can use the Organization Settings to make changes to aspects of your Kustomer experience that impact all users.

Source: https://help.kustomer.com/en_us/organization-B1fmp7a_8

Last updated: 2026-05-19T00:48:11.753Z

The Organization settings page is where you manage the configuration that applies to everyone in your organization. From here, admins can set defaults, such as idle timeouts and display preferences, to control features that affect all agents. Additionally, you can join the Early Access Program to try new features before they’re generally available.

**Who can access this feature?**

**User types**

Admins can access the Organization page.

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You can access this page by going to **Settings** **\> Administration** **\>** **Organization**.

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

*   **Early access features**  
    The Early Access Program lets you try new features before they’re generally available. When you turn on this toggle, the features listed become available to your organization. To learn more about the program and see which features are currently in early access, see this [help article](https://help.kustomer.com/how-to-join-the-early-access-program-Bkn3RR0iel).  
      
    
*   **User name display format**  
    Choose how internal user names are displayed throughout the platform. The options are Full name, Display name, and Full name (Display name).  
      
    
*   **Idle timeout**  
    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.
    

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/41ee00f58820a6861cc16f36a5f04f40.png)

*   **Show rich text emails**  
    Display emails with rich text formatting in the timeline.  
      
    
*   **Emojis in outbound messages**  
    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](https://support.apple.com/guide/mac-help/use-emoji-and-symbols-on-mac-mchlp1560/mac) or the [emoji keyboard on Windows](https://support.microsoft.com/en-us/windows/windows-keyboard-tips-and-tricks-588e0b72-0fff-6d3f-aeee-6e5116097942).  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/8e2bb42e4d9375a74658dd138a16c9ed.png)
*   **Filter agents by assigned team**  
    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 who are shown in this drop-down will be the ones who belong to the selected team.  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/922489785764b4c0f2a344d340c98e1c.png)
*   **Keyboard shortcuts**  
    Determine whether or not agents can use [keyboard shortcuts](https://help.kustomer.com/keyboard-shortcuts-Syn91BHIW) within Kustomer. If turned off, the list of hotkeys is also not presented in the options menu.  
      
    
*   **Email recipient search**  
    Email addresses are autofilled 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.  
      
    
*   **Internal threads  
    **Enable agents to create internal threads on conversation timelines. Internal threads let agents collaborate privately with teammates or support teams without exposing messages to the customer. Threads can stay in Kustomer or, when Slack is configured, be shared to a Slack channel so replies flow back into the same conversation timeline.  
      
    
*   **AI-enabled features  
    **Enable AI capabilities across the platform. Some features, like AI Agents for Customers and Reps, require separate licenses and will not activate automatically. By enabling this setting, you agree that AI usage is subject to Kustomer's [terms and conditions](https://www.kustomer.com/legal/seat-supplemental-terms/).