Settings

Configure your Hay workspace, manage your account, and control security, privacy, billing, and team access.

Accessing Settings #

Click Settings in the left sidebar to access all configuration options.

General Settings #

Organization Information #

Organization Name

How your organization appears in Hay
Visible to your team members
Used in reports and exports

Business Details

Industry
Company size
Primary use case
Helps us provide better support

Contact Information

Primary contact email
Phone number (optional)
Support escalation contacts

Preferences #

Language

Default language for dashboard
Doesn't affect customer-facing language
Available languages: English, Spanish, French, German, Portuguese

Time Zone

Sets times for analytics
Affects scheduled reports
Shows in conversation timestamps

Date Format

MM/DD/YYYY (US)
DD/MM/YYYY (International)
YYYY-MM-DD (ISO)

User Management #

Team Members #

Adding users:

Go to Settings → Users
Click Invite User
Enter email address
Select role (see below)
Click Send Invitation

User roles:

Role	Permissions
Owner	Full access, billing, delete organization
Admin	Manage settings, users, integrations
Agent	Handle conversations, view analytics
Viewer	Read-only access to conversations and analytics

Managing users:

View all team members
Change roles
Deactivate users
Resend invitations

Your Account #

Profile Information

Name
Email
Profile picture
Contact preferences

Change Password

Go to Settings → Profile
Click Change Password
Enter current password
Enter new password
Confirm new password
Save

Email Notifications
Choose what emails you receive:

☐ Conversation escalations
☐ Daily summary
☐ Weekly performance report
☐ System alerts
☐ Product updates

Security Settings #

Authentication #

Password Requirements

Minimum 8 characters
Must include uppercase and lowercase
Must include numbers
Special characters recommended

Two-Factor Authentication (2FA)
Add extra security to your account:

Go to Settings → Security
Click Enable 2FA
Scan QR code with authenticator app
Enter verification code
Save backup codes

Recommended authenticator apps:

Google Authenticator
Authy
Microsoft Authenticator

Session Management

View active sessions
See last login time and location
Sign out of all other sessions

API Tokens #

Create API keys for integrations and custom development.

Creating an API Token:

Go to Settings → API Tokens
Click Create Token
Enter token name (e.g., "Shopify Integration")
Select permissions:
- Read conversations
- Write conversations
- Read analytics
- Manage agents
- Manage documents
Click Generate Token
Copy the token immediately (you won't see it again!)
Store securely

Managing tokens:

View all active tokens
See last used date
Revoke tokens no longer needed

🔒 Security tip: Treat API tokens like passwords. Never share them publicly or commit to code repositories.

Access Logs #

View security-related activity:

Login attempts
Failed authentications
API token usage
Settings changes
User role changes

Filtering logs:

By date range
By user
By action type
By success/failure

Privacy & Data #

Customer Data Privacy #

Data retention:
Configure how long data is stored:

Conversations: 30, 60, 90 days, or indefinitely
Analytics: 1 year, 2 years, or indefinitely
Customer information: Active until requested deletion

Customer rights:

Data access requests
Data deletion requests
Data portability requests

Privacy Requests #

Handle GDPR and privacy requests:

Customer Data Export:

Go to Settings → Privacy
Click Data Export
Enter customer email
Select data types to export
Click Generate Export
Download when ready

Customer Data Deletion:

Go to Settings → Privacy
Click Data Deletion Request
Enter customer email
Confirm deletion
Request processed within 30 days

⚠️ Note: Deletion is permanent and cannot be undone.

Hay helps you comply with GDPR:

✅ Data processing agreements available
✅ Customer consent tracking
✅ Right to access
✅ Right to deletion
✅ Right to portability
✅ Data breach notification

Compliance documentation:

Download DPA (Data Processing Agreement)
View security certifications
Access compliance reports

Billing & Subscription #

Current Plan #

View your subscription details:

Plan name and features
Number of conversations included
Current usage
Billing cycle
Next billing date

Usage #

Track your consumption:

Conversations this month: 1,450 / 2,000
Team members: 3 / 10
Agents: 2 / 5
Storage used: 450 MB / 5 GB

Approaching limits?

Get notified at 80% usage
Consider upgrading plan
Or optimize to reduce usage

Payment Methods #

Adding a payment method:

Go to Settings → Billing
Click Add Payment Method
Enter card information
Click Save

Updating payment:

Update card details
Change billing address
Switch payment methods

Invoices #

Viewing invoices:

See all past invoices
Download as PDF
Email to accounting

Invoice details include:

Date and amount
Services used
Tax information
Payment method

Upgrading/Downgrading #

To change your plan:

Go to Settings → Billing
Click Change Plan
Compare available plans
Select new plan
Confirm change

Prorated billing:

Upgrades: Charged difference immediately
Downgrades: Credit applied to next bill

Integrations Settings #

Manage Integrations #

View and configure all connected integrations:

Connection status
Last sync time
Configuration options
Usage statistics

Per-integration settings:

Enable/disable
Webhook URLs
API credentials
Sync preferences
Notification settings

Webhooks #

Set up webhooks to notify your systems:

Creating a webhook:

Go to Settings → Integrations → Webhooks
Click Add Webhook
Enter webhook URL
Select events to trigger:
- New conversation
- Conversation resolved
- Message received
- Escalation created
Save

Testing webhooks:

Send test payload
View delivery history
Check failure logs
Retry failed deliveries

Advanced Settings #

Conversation Settings #

Auto-close conversations:

Close after X hours of inactivity
Options: 24h, 48h, 72h, Never
Helps keep queue clean

Message approval:

Require approval before sending (test mode)
Perfect for training and quality control
Can enable per agent

Initial greeting:

Default message customers see first
Customizable per agent
Can include rich media

Agent Behavior #

Global settings for all agents:

Confidence threshold:

How confident agent must be to answer
Lower = answers more, may be less accurate
Higher = answers less, but more accurate
Default: 75%

Escalation triggers:

Negative sentiment detection
Specific keywords trigger human escalation
Customer frustration indicators

Response style:

Maximum response length
Use of emojis
Formatting preferences

Notifications #

System notifications:

Queue waiting time alerts
Failed integrations
High error rates
Unusual activity

Performance notifications:

Daily performance summary
Weekly trends report
Monthly executive summary

Team notifications:

New team member joined
User role changed
Settings updated

Workspace Appearance #

Branding (if available in your plan) #

Logo and colors:

Upload your company logo
Set primary brand color
Set secondary colors
Customize chat widget appearance

Email templates:

Customize email notifications
Add your branding
Edit footer information

Import/Export #

Exporting Data #

Bulk export options:

All conversations
All analytics
Customer data
Agent configurations
Documents

Export formats:

JSON (for developers)
CSV (for analysis)
PDF (for reports)

Importing Data #

Bulk import:

Customer data
Historical conversations
Documents
FAQs

Import formats accepted:

CSV
JSON
XML
Text files

Organization Management #

Multiple Organizations #

If you belong to multiple organizations:

Switch between organizations
See which is currently active
Each has separate settings

Organization Transfer #

Transferring ownership:

Must be current owner
Go to Settings → Organization
Click Transfer Ownership
Enter new owner's email
They must accept transfer

Deleting Organization #

⚠️ Warning: This is permanent and irreversible!

To delete your organization:

Must be owner
Export any data you need
Go to Settings → Organization
Click Delete Organization
Type organization name to confirm
All data will be permanently deleted

Common Settings Questions #

Who can access settings? #

Owners and Admins: Full access
Agents: Limited to personal settings
Viewers: Read-only for most settings

Will changing settings affect active conversations? #

Most changes apply to new conversations only. Some (like agent instructions) apply immediately to all conversations.

How do I reset a setting to default? #

Click the Reset to Default button next to the setting.

Can I undo changes? #

Most settings can be changed back. However, some actions (like deleting data or downgrading plans) cannot be undone.

Where do I find my organization ID? #

Go to Settings → Organization → Details. Useful for API integrations and support.

Next Steps #

Set up Integrations after configuring settings
Review Security best practices for your organization
Configure Privacy settings for compliance
Invite your team members to get started