Setting up a workspace

Signing in

• Social Media Tool is invitation-only: the first owner is invited by Talkcoms, everyone else by the workspace.
• Sign in with the work email and a password, with an emailed sign-in link (valid one hour; no password needed), or with Google when it is offered on the sign-in page.
• After 5 wrong passwords in 15 minutes, password sign-in pauses for 15 minutes for that address; the emailed link keeps working.
• Two-step verification is required by default: an authenticator app (recommended) or a code by email, plus ten single-use recovery codes to keep somewhere safe. New people have 7 days to set it up. Each person manages theirs under their initials → Account.

The setup guide

Settings → Setup guide walks through seven short steps; owners and admins are taken there after their first sign-in. Skip any step and come back: the guide opens on the first step still to do.

1. Workspace basics: the name (shown in the app and in team emails), time zone and business hours.
2. Brand and channels: create a brand and connect its social accounts.
3. Team: invite colleagues and group them into teams.
4. Service levels: pick a starting point (Standard: first reply in 60 minutes, resolved in 24 hours, business hours; Priority: 15 minutes and 8 hours, around the clock; Relaxed: 4 hours and 3 days, business hours) and adjust it later.
5. Saved replies: add starter answers (greeting, ask for details by direct message, looking into it, and more) and edit them first.
6. Notifications and appearance: reminders for unanswered conversations, the supervisors' digest, your logo.
7. Done: a summary, then the inbox.

A step counts as done when the workspace really has it (a connected account, an invite, a response target), not when a box is ticked. Until the guide is finished the inbox shows owners and admins a Finish setting up card.

Brands and accounts

• A brand is one face your customers know (for example a mobile and a home broadband brand). Settings → Brands → New brand: a name and an optional voice guide the AI drafts follow.
• On the brand's page, Connect accounts opens the linking page for Facebook, Instagram, X, TikTok, LinkedIn and YouTube, and brings you back. Each account then shows what the network allows (replying, hiding comments, direct messages); the inbox only offers what it allows.
• Connect X directly, when offered, links X through its own consent page: mentions, replies and direct messages then arrive in real time. Disconnecting keeps every conversation.
• The inbox label (up to 12 characters) and colour are what agents see on each conversation, so they know which brand a customer wrote to.
• WhatsApp cannot be connected yet. Your plan may limit the number of brands and connected accounts (Settings → Plan shows it).

People, roles and teams

• Settings → Members → Invite member: their email, a role and optionally teams. Invites expire after 7 days; resend or revoke them from the same page.
• Roles, from most to least access:

  Owner

  Everything, including billing.

  Admin

  Manages members, teams, brands and settings; sees and coaches everyone; sets targets.

  Supervisor

  Sees every ticket, assigns, approves and publishes posts; monitors and coaches the people of their own teams.

  Agent

  Replies to tickets assigned to them or their team; sees their own scorecard.

  Viewer

  Workspace reports only, no per-person data.

• You can invite, change or remove only people at or below your own role. Billing and the data export are for owners. The workspace always keeps at least one owner, and nobody removes themselves.
• On a member's row: change their role, cap how many open conversations they are dealt (Max open), see whether two-step verification is set up, and reset it for someone who lost their phone (it signs them out everywhere). Removing someone ends their access at once; their replies and notes stay.
• Settings → Teams: groups that conversations are routed and assigned to (for example Billing or Network support). Supervisors see and coach the people of their own teams.

Response targets and business hours

• Settings → SLAs: a target for the first reply and one for resolving, a warning before either runs out (at 75 % of the time by default), who is told on a warning and on a breach, and whether a breach raises the priority one step.
• The default policy applies to every new conversation. Without any policy, conversations have no countdown and nobody is alerted. A change applies to new conversations, not to ones already open.
• Business hours are on Settings → Workspace: one opening window per weekday, in the workspace's time zone. They are off by default, so clocks run around the clock; a policy marked "business hours only" counts only open time once they are set.
• Waiting on the customer pauses the resolution clock by default (never the first-reply clock).

Saved replies

• Settings → Saved replies: a title, the text, and optionally a private part (on X it goes by direct message after the public reply), a language and tags. Owners, admins and supervisors manage them.
• {{customer_name}}, {{agent_name}}, {{brand_name}} and {{location}} are filled in when an agent inserts the reply by typing / in the reply box. Each reply shows how often it is used.

Automations and fair assignment

• Automations (in the rail): rules that run once on each new conversation, right after the AI has read it, top to bottom; the first rule that matches applies its actions. Conditions: brand, network, channel, topic, language, sentiment, minimum urgency; exceptions the same way. Actions: assign to a team, assign to an agent (in turn, or whoever has fewest open), set the priority, add a tag.
• Nothing is routed until a rule is on: a new rule is saved off. Rules never take a conversation from someone a person already assigned it to.
• Settings → Workspace → Assign new conversations automatically (off by default) deals conversations fairly to agents who are online, after the rules. It can go to team members only, mark people away after 10 idle minutes, and hand back unanswered conversations when someone goes offline.

Reminders, alerts and the digest

• Settings → Workspace → Reminders and alerts: nudge the agent when a customer has waited 15 minutes, escalate to the team's supervisors after 30 (0 turns either off), and send the team digest at 09:00 and 15:00 on business days to people who can see reports.
• After importing old conversations, set Send SLA alerts for conversations from to now, so history does not set off alerts.
• Each person chooses which events reach them in the app and by email under their initials → Notifications.

Workspace settings

• Ticket lifecycle: a customer who writes within 72 hours of Done reopens the conversation; later, a new linked one starts. Conversations in Waiting on customer close after 3 days of silence (0 = never).
• Automatic reply phrases: the start of the greeting your page sends by itself, so it never counts as your team's reply. Thank-you messages keep conversations Done (on by default): “thanks”, “ok” and phrases you add do not reopen a conversation.
• Triage topics: the topics the AI sorts conversations into (up to 50). Customer numbers: the phone and account-number formats to recognise in messages, so agents can save them to the customer's profile.
• Email sender: the name and address your team's emails come from. The address must be at one of your workspace's domains, which Talkcoms support adds for you; leave it blank for the standard sender.

Security policy

Settings → Workspace → Security; a change applies from each person's next sign-in.

• Require two-step verification for everyone: on by default, with 7 days' grace for new people (0 to 30).
• Remember browsers: skip the second step on a trusted browser for up to 30 days by default (at most 90; 0 turns it off).
• Sign out after inactivity: 30 minutes by default (5 to 240), with a warning two minutes before. Session limit: 12 hours by default (up to 72).
• Each person's own password, two-step verification and public-reply sign-off are under their initials → Account.

Your look

Settings → Appearance: your logo (a light and a dark version; PNG, JPEG, WebP or SVG up to 2 MB), a square icon, your brand colour (light colours are darkened until text is readable), corners, typeface and whether the app opens light, dark or like the device. The preview shows the result before you save.

Importing history

• Settings → Import: load earlier conversations from an export file (up to 25 MB), choosing which brand each account in the file belongs to. They arrive read-only, labelled Imported history, with no response targets; importing the same file twice adds nothing.
• A mentions file becomes listening mentions instead, when your plan includes listening.

Plan, usage and billing

• Settings → Plan: what your plan includes and how much of each limit is used. A hard limit stops new additions; a soft one is only counted. To change plan, contact Talkcoms.
• Settings → Usage: what the workspace used each month, and a daily budget for X spend. At the budget, listening on X pauses for the day; replies and direct messages are never blocked.
• Settings → Billing (owners): invoices and credit notes with their PDFs, what is owed, how to pay, and who receives the invoices.
• If an account falls behind, the workspace can be restricted: everything stays readable and exportable and messages keep arriving, but replies, publishing, new connections and invites pause until it is settled.

Getting help and support access

• Anyone can ask Talkcoms support from their initials → Contact support: a category, urgency, what happened and up to five files. Diagnostic details (page address, browser, recent errors) can be unticked; conversation text is never attached.
• Settings → Support access lets Talkcoms support into the workspace for 1, 24 or 72 hours. Access is read-only unless you tick Allow changes to conversations (status, tags and notes; never replies to customers), and ends after 4 idle hours or when you press End now.
• Support never sees exports, billing, invites or security settings, and everything they do is in your audit log under their name.

Exporting data and cancelling

• Settings → Data & privacy (owners): one file with every conversation, customer, member, team and setting, the audit log, invoices and media. Passwords, sign-in data and account keys are never in it. A download stays available for 7 days; up to 3 exports a day.
• After cancelling, the workspace stays readable for 30 days and its data is deleted on day 90. Owners are emailed the dates and reminded before deletion. Invoices and payments are kept as financial records.

The audit log

Settings → Audit log: who did what, newest first, including sign-ins and failed ones, two-step verification, invites and role changes, settings, exports and support access. It is append-only and chained, so nothing in it can be edited. Owners and admins can read it; exporting it to CSV depends on your plan.