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CraftBot Docs v1 — internal preview
Admin & SettingsOverview

Admin & Settings

The Admin surface is where platform administrators provision and configure everything that supports the day-to-day operation of CraftBot — users, teams, schedules, queues, agent behaviour, customer-facing forms, and audit visibility.

Pages in this section

Identity

  • Users & roles — provisioning, deactivation, role assignment, plus the Departments and Teams tabs that anchor org structure and channel routing.

Workspace

  • Business hours — open/closed schedules referenced by the Business Hours node, SLA clocks, and assignment fallback.
  • SLA rules — first-response, resolution, and queue-wait thresholds with breach notifications.
  • Chat assignment — auto-assignment, routing strategy, concurrent cap, and offline behaviour.
  • Presence reasons — bilingual reasons agents pick when going Away or Not Working.
  • Tags — conversation tags admins manage centrally.
  • Nudge rules — escalation nudges fired when a customer is waiting.
  • Notifications — event-type catalogue and per-user preferences.

Forms & surveys

  • Disposition forms — post-conversation forms agents fill in on close.
  • CSAT forms — customer satisfaction surveys per channel.
  • Close-CSAT picker — pick which CSAT form fires when a conversation closes, with per-department overrides.

Content library

  • Catalogs — bilingual product/service lists shown by the Catalog node.
  • Knowledge bases — curated bilingual Q&A content for the FAQ node.
  • Media library — uploaded files for the bot’s Image/Video/Document/Audio nodes, with anti-virus scanning.

Integrations

  • Connectors — system catalogue + tenant-defined connector library backing Smart Plugs.
  • Smart Plugs — admin-configured HTTP-call cards rendered in the agent right rail.
  • Custom Entities — per-tenant data types attached to contacts, populated by Smart Plugs or by agents.

AI & safety

  • AI Agents — registry of customer-facing agents (webhook + in-platform) plus the admin-facing Recipe Copilot that powers the Craft Copilot canvas panel.
  • Safety — keywords + bilingual canned replies for the safety pre-filter.

Campaigns

  • Healthcare blocklist — drugs, ICD-10 codes, lab patterns blocked from campaign template bodies.
  • Blackout dates — calendar days on which campaigns must not send.
  • Quiet hours — nightly window during which outbound campaign sends are deferred.

Administration

  • Single Sign-On — connect the workspace to an OpenID Connect identity provider for corporate-account sign-in.
  • Tenant — super-admin-only workspace toggles (today, the safety pre-filter enforcement flag).

Audit

Permissions

Most admin pages require admin or super_admin. Tenant-level toggles (the safety pre-filter, data residency) are super-admin only.

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