Communications settings
Workspace Communications settings (/settings/communications) control tenant-level defaults for messaging visibility, unknown sender intake, and WhatsApp session behavior. The page uses tabs: WhatsApp, Email, Calls, and SMS—switch tabs to configure each channel. Communications Settings on the Settings card is the entry point; WhatsApp Business Settings (/settings/communications/whatsapp) complements Meta WABA configuration from WhatsApp Business setup. These settings interact with user-level Integrations—connect WhatsApp under Integrations before behavior toggles save. Privacy-sensitive teams should review Email visibility to other users and WhatsApp visibility to other users with legal before enabling sharing.
Video
Who can do this
Owner or Admin.
Before you begin
- WhatsApp Business account connected when configuring WhatsApp tab
- Policy on whether unknown WhatsApp numbers create contacts
- Understanding of email and SMS visibility rules for compliance
What you'll accomplish
- Communications defaults saved per channel tab
- WhatsApp connection behavior aligned with Meta requirements
- Visibility toggles match privacy policy
Step-by-step procedure
Open Communications Settings
- Settings → Communications → Communications Settings.
- Select WhatsApp tab for unknown sender intake, auto-create contacts, visibility, and connection behavior.
- Select Email tab for mailbox visibility and sharing toggles.
- Select Calls tab for calling-related defaults shown in UI.
- Select SMS tab for SMS visibility (unknown sender intake may be unavailable).
- Save after each section.
WhatsApp Business Settings
- Open WhatsApp Business Settings from the same Communications card.
- Review account-level options (webhook, profile links) per UI.
- Save and cross-check WhatsApp Business dashboard.
Validation
- Send test WhatsApp from a known contact
- Confirm visibility rules with a second user on a shared contact
Verify your work
- UI labels match product
- Primary action completes without error
- Data persists after refresh
Tips
Use workspace search if you cannot find a sidebar item—some modules are role-gated.
Troubleshooting
| Missing menu | Role permission or module disabled in Workspace modules | | Action greyed out | Insufficient edit permission |
See also
Field reference (product UI)
Use exact labels when training users or recording videos—they match the live workspace.
| Area | Where to find it |
|---|---|
| Settings hub | /settings — card groups match this Help sidebar |
| Profile tabs | /user-profile-settings/profile — Personal, Business, Billing, Timezone, Currency |
| Workspace admin | /workspace — Settings, Modules, Resources, Delete |
| Team | /workspace/users — Members through Roles & Permissions |
Admin checklist
- Complete organization profile and billing before inviting the team.
- Enable only modules you licensed under Workspace modules.
- Connect integrations before messaging or automation go-live.
- Populate Knowledge Hub before AI Employees or voice.
- Verify Notification preferences personally after changing templates.
Verify your work (extended)
- Settings save without error toast
- A non-admin test user sees expected sidebar (no billing cards if Member)
- Related module (Contacts, Inbox, Campaigns) reflects the configuration change
- Refresh browser after role or module changes
Troubleshooting (extended)
| Symptom | Likely cause | Fix |
|---|---|---|
| Settings card missing | Role or module gate | Check Roles and Modules |
| Save does nothing | Validation error on required field | Scroll for red highlights; complete * fields |
| Team sees old behavior | Cached session | Hard refresh; user re-login |
| Integration broken after change | Order of setup | Reconnect integration; check Communications settings |