Settings

The workspace-wide screens: the words your bots obey, the language they answer in, the hours reminders are held back, your store profile, your branches, and your own email and SMS accounts.

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What do Bottify workspace settings do?

Settings is one screen with a list down the side. Every entry in that list changes something for your whole workspace — every bot, every channel, every teammate — not for one conversation and not for one bot.

The page header always reads Settings, and the line above it always reads Workspace · Settings. What changes is the panel on the right.

Nouf owns Rawaa Perfumes, a two-branch shop in Riyadh. She sells Royal Oud, White Musk and Aged Oud Oil through her Salla store, and she takes bookings for a bespoke blending session. Her customers write to her in Arabic. Her suppliers write to her in English. She does not open Settings to browse it. She opens it with an errand, and there are five errands worth naming:

The one that costs her real money is the first. Her Arabic customers type «إلغاء» when they want to cancel an order. If that word is sitting in her STOP keyword list, every customer who cancels an order also stops hearing from her shop forever. That is the errand this page exists for.

Here is the whole list, in the order it renders, and where each one is explained.

Two things about WhatsApp, said once here and repeated wherever they matter. Meta has not yet approved Bottify, so nothing in this list connects WhatsApp, Instagram or Messenger through Bottify. Your setup checklist says so in the product's own words: WhatsApp, Instagram and Messenger — awaiting platform approval. The route that works is your own Meta credentials, pasted on the bot itself — Bots → your bot → Channels → Paste access token — and it has its own guide. Meta provider in this list is not that route: it is a workspace-wide switch to your own Meta app that only Bottify can turn on for you, you do not need it to connect a channel, and a channel connected by pasting a token runs through Bottify's shared Meta app either way. And cart recovery is in dry-run: reminders are planned and counted, never sent. Every reminder is marked Planned — not sent, and the recovery report carries the banner Dry-run mode — no live messages are being sent.

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What do you need before you change a setting?

You must be an admin. Not a supervisor. A supervisor is not a smaller admin here — a supervisor cannot open Settings at all: all nineteen entries refuse them, /settings itself included. Since the roles ruling each of those refusals says so, on a card reading "This page is for workspace admins."; before it, she was put back on her own dashboard without a word. For everyone else, seventeen of the nineteen refuse anyone who is not an admin. The two that do stay open — General and Branches — open for an agent and a viewer but hand them nothing: on General every field is greyed out and the Save changes button is not drawn at all, and Branches draws the page but never the list, because the branch list is admin-only on the server and comes back as Couldn't load your branches.

Your teammates cannot even find this screen. The Settings item only appears in the sidebar for admins. A supervisor, an agent or a viewer has no Settings entry. If you send one of them a Settings link, read the first failure state below before you do — what happens next is confusing enough to generate a support message.

Most of these screens need no plan and no connection. Keywords, Languages, Quiet hours, General, Security and Danger zone work on any plan, with nothing connected. You can set your keywords on your first day.

Two entries need the store features on your plan. Branches and Store are both switched on per account. If they are not on yours, the screens still appear in the list with a NEW pill and then fail to load. There is no badge and no upgrade button anywhere to tell you that first — see the second failure state.

Two switches on the Store screen need a permission from Salla you may not have granted. Salla checkout and Send WhatsApp orders to Salla stay locked, showing 🔒 Needs order permission from your Salla store — reconnect with new permissions to unlock. Reconnecting Salla with the new permissions unlocks both.

Quiet hours only affects cart recovery. Nothing else on the platform reads the setting — not campaigns, not sequences, not your bots' replies, not anything a teammate types by hand. And because cart recovery is in dry-run, quiet hours today changes when a reminder would have been sent, not what any customer receives.

Read this before you change anything on General. Today, the workspace name, the URL address, the default timezone, the default language and the Auto-RTL switch do not save. The Cancel and Save changes buttons at the bottom of that screen are switched off, and the button beside the address reads Locked. Type a new workspace name, leave the screen, come back — it is gone. The only control on General that keeps its value is the Setup checklist switch. Treat General as a read-out until a release says otherwise.

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What are your options in settings?

Keywords — the three lists, and what each does to a live chat

Everything here applies to every bot in your workspace. A single bot can be given its own list on that bot's own Keywords tab, which then reads Override for this bot instead of Inherited from tenant.

Four matching rules that decide whether a word ever fires.

1. The whole message must be the keyword. "please stop" does not match stop. There is no partial matching here.
2. Only typed text counts. A button tap or a photo caption never triggers a keyword.
3. While one of your team has the conversation, keywords are skipped entirely. A customer typing "stop" to an agent usually means "stop sending me options", not "remove me from the business". They can still opt out once the conversation is closed.
4. Whatever you type is saved in lowercase, trimmed, with duplicates removed.

⚠ Do not put a bare «إلغاء» in the STOP list. In Arabic it means cancel, not unsubscribe. A customer cancelling one order would be dropped from your shop entirely. The Arabic opt-out words that belong there are إيقاف, ايقاف, إلغاء الاشتراك and الغاء الاشتراك — both spellings of each, because people type both.

⚠ "Reset to defaults" is not a safe button. Each of the three cards has one, and it writes an older list than the one a new workspace is created with: it adds a bare إلغاء back into your STOP list and drops the hamza-less spellings ايقاف and الغاء الاشتراك. If you have already clicked it, remove the bare إلغاء chip and add إيقاف before you save.

⚠ Leave the reply boxes alone unless you want one language forever. Out of the box, a customer who typed an Arabic keyword gets an Arabic acknowledgement and a customer who typed an English one gets English. The moment you type a single character into Stop reply, Start reply or Escape reply, every customer gets that exact sentence — Arabic speakers included. Clicking Reset to defaults on that card restores the two-language behaviour.

Languages — your bot's language, not your dashboard's

This screen changes what language a bot speaks to your customers. It does not change the language of your Bottify dashboard — that follows the /en/ or /ar/ in your address bar — and it is unrelated to the "Default language" on the General screen.

Pick a bot at the top with Bot, then:

Quiet hours

Two things the screen does not tell you. A reminder caught in the window is not thrown away and not repeated through the night — the same reminder comes due once, at the end of the window, and there it is planned, not sent. And the clock is Bottify's server clock, set to Riyadh time, not the timezone on your General screen. If you trade from Dubai, your 22:00 is being read as 22:00 Riyadh.

Store

The promise at the top of this screen is worth trusting: change something here and your bots follow, with nothing to republish.

Turn every payment method off and the screen warns you: Every payment method is off. "Store bots keep working — checkout routes to a human agent instead. Re-enable a method to close sales automatically." Under each block, a Customer sees strip shows exactly what a shopper will be offered.

The Verified / Pending badge on your payment gateway is not yours to change. Only Bottify marks a gateway verified, after its own check passes.

Branches

A branch is a place you sell from. Nouf's Al Olaya shop and her Al Nakheel shop. Nothing more.

One branch changes nothing anywhere. The screen says so: "You have one active branch, so nothing changes elsewhere in the app. Add a second to start routing products and orders." Add the second and four things wake up: a Branch filter on your catalog, a Branch availability block on each product, a Fulfilling branch on each order, and the bot starts asking your customer which branch they want. That last one is why the form asks for the name twice — Name (English) and Name (Arabic) — because the customer reads it.

There is no delete. A branch you no longer use is Deactivated, and it stays in the list so you can Reactivate it. This is deliberate: old orders point at it.

Products synced from Salla cannot have their branch availability edited here. That block reads Managed by Salla.

Email provider and SMS provider

These are your own sending accounts. Nothing on either screen touches WhatsApp. Email lets your flows send email and delivers verification codes by email; SMS does the same by text message. For a Saudi shop, the product itself pins Unifonic as Popular in KSA; for email it pins Resend as Recommended.

The screens that only look like options

Security is a statement of policy, not a control panel. Every switch and every button on it is switched off. "15 min · default" and "90 days · default" are printed text, not values read from your workspace, so they cannot be verified from that screen. Two-factor authentication is marked Coming soon. The footnote adds "The configurable fields above land in v1.1." Ignore the "platform settings" link in that footnote — it goes to a Bottify staff screen you cannot open, and clicking it will bounce you.

There is no way to change your password inside the product. Sign out and use the "forgot password" link on the sign-in screen.

Notifications is entirely Coming soon — all three switches are off and cannot be turned on.

Danger zone does nothing today. All three buttons — Request export, Transfer and Delete forever — are switched off, and the footnote says "These controls are wired in v1.1." If you need a data export, an ownership transfer, or your workspace deleted, email support@bottify.app — that is the only path that works.

The Danger zone screen contradicts itself about undoing things: the line at the top says nothing can be undone, and the red box three lines below says everything can be undone by support within 7 days. The accurate version is the narrow one: a deleted workspace can be recovered by emailing support@bottify.app within 7 days and not after. And "Export all data" destroys nothing at all — it only asks for a copy.

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How do you change your workspace settings?

A · Make sure «إلغاء» never unsubscribes a customer

1. Click Settings in the sidebar. The rail opens on General.
2. Click Keywords in the rail.
3. Find the STOP keywords card and read its chips.
4. If a chip reads exactly إلغاء on its own, click the small remove control on that chip.
5. Click into the keyword box — it reads Add keyword and press Enter — type إيقاف, and press Enter.
6. Type ايقاف and press Enter.
7. Type إلغاء الاشتراك and press Enter.
8. Type الغاء الاشتراك and press Enter.
9. Leave the Stop reply box exactly as you found it.
10. Click Save changes at the top of the panel. It reads Saving… while it works.

B · Move your quiet hours for Ramadan

1. Click Quiet hours in the rail.
2. Select Custom for this workspace.
3. Set Quiet starts to 02:00.
4. Set Quiet ends to 11:00.
5. Read the line that appears under the fields and check it describes what you meant — with these times it reads "Sends suppressed during this interval each day."
6. Click Save changes.

To go back afterwards: select Use Bottify defaults (22:00 → 06:00) and click Save changes again.

C · Connect an SMS account and prove it sends

1. Click SMS provider in the rail.
2. Click the provider you use — for a Saudi shop that is usually Unifonic, badged Popular in KSA.
3. Fill in the credentials from that provider's own dashboard.
4. Click Save credentials.
5. Click ＋ Add sender ID.
6. Enter your Sender ID — a phone number in international format, or a brand name of up to 11 characters.
7. Click Add.
8. Click Test connection. This opens the test panel; it does not send anything by itself.
9. Type your own mobile number into Phone number, in international format with a +.
10. Click 📤 Send test SMS. A real message is sent to that number — this is not a rehearsal.

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How do you know a setting was saved?

Keywords. A toast reading Settings saved. It says "Settings saved" and not "Keywords saved" — that is the right screen, do not go looking for another one. Your chips stay as you left them when you reload the page.

Quiet hours. A toast reading Quiet hours saved. If you went back to the defaults instead, the toast reads Reset to Bottify defaults and the two time fields disappear.

Languages. A toast reading Languages saved. On a bot's own tab the same save reads Override saved, and undoing it reads Reset to inherit.

Store. A toast reading Store settings saved, and the Customer sees strip under each block updates to match what you just switched.

Branches. The new branch appears in the list with an Active badge. Once there are two, a Branch filter appears on your catalog and a Fulfilling branch row appears on your orders.

Email or SMS provider. The header strip flips from ○ Not connected to a green ● Connected badge with the provider's name, and the line beneath dates the connection — "Connected on Mar 12, 2026 · Credentials saved (encrypted at rest)." Adding a sender shows Sender added.

The test send. The panel turns green with a ✅ and Test email sent successfully (or Test SMS sent successfully), then Delivered to and the address you typed, then Message ID: and a short code. Then check the inbox or the phone — the panel tells you the provider accepted it, and the inbox tells you it arrived.

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Why is a settings screen missing or locked?

1 · A teammate followed a Settings link and landed back where they started — with no message at all

What they see: nothing. No error, no toast, no explanation. The screen simply becomes their own home page. A supervisor lands back on their team overview, an agent on their inbox, a viewer on the dashboard. Seventeen of the nineteen Settings screens do this to an agent or a viewer — and all nineteen do it to a supervisor.

It happens because Settings is admin-only, and the list of entries in the rail is not filtered by role. Which of the nineteen bounce you depends on who you are. An agent or a viewer does reach /settings, sees all nineteen links, and is bounced by seventeen of them; only General and Branches open. A supervisor is bounced by all nineteen — /settings itself does not open for a supervisor, so they never see the rail at all and land on the supervisor dashboard instead. And the two that do open for an agent or a viewer give them little: General greys out every field and draws no Save changes button, and Branches shows the page but not the list — the branch list is admin-only on the server, so it fails as Couldn't load your branches (failure 2 below).

What to do: don't send Settings links to your team. Make the change yourself, or make that person an admin, knowing that an admin can change everything including your plan and your team. If they tell you the page "flickered and went back", this is what happened — nothing is broken and nothing was saved.

For contrast, one thing that does explain itself: if your own sign-in has expired mid-edit you get a proper message, Session expired, "Your session has expired. Please sign in again." If you saw that message, sign in again and redo the change. If you saw no message at all, it is this failure.

2 · "Couldn't load your branches"

What you see: a card reading Couldn't load your branches with a Try again button. Pressing Try again gives you the same card.

Three unrelated things produce this one card, and the screen never tells you which:

• you are not an admin;
• the store features are switched off for this environment;
• your plan does not include the store features.

The Add branch button is visible the whole time, because the screen itself loads for anyone. That button will not save anything either.

What to do, in this order. First check you are signed in as the admin — if you are not, that is the answer. If you are the admin and the card is still there, the store features are not on your account: email support and ask whether your plan includes branches and the store profile. There is no upgrade button on this screen and no plan badge anywhere in the rail to warn you first. The Store entry fails the same way, for the same three reasons.

3 · Your test email or test SMS came back red

Your credentials were saved, and the provider still refused. The panel turns red, tells you which of these it was, and prints a short code you can paste to support.

Two notes on that panel. Test connection is the name of the panel, not of a test — clicking it only opens the box. The thing that actually sends is 📤 Send test email / 📤 Send test SMS, so wherever an error above tells you to "run Test connection", it means send another test message. And the short code printed in the red panel stays in English on an Arabic screen. That is deliberate — it is there for you to paste to support.

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