Settings

Most day-to-day behavior of Zora Support is controlled from Settings in the admin. This page covers the cloud-relevant areas teams configure first.

Office hours

Set your timetable under miscellaneous / office-hours settings. Office hours drive:

• Offline messages when nobody is available
• Optionally hiding or disabling chat outside hours
• Preferring the chatbot after hours and humans during the day

Enter start and end times in the first pair of fields for a simple day schedule. Use closed for days off—do not leave blanks. Times follow your workspace timezone (UTC-based configuration with a timezone offset you choose).

Articles (knowledge base)

Articles give visitors instant answers and reduce repetitive tickets.

• Show articles in the chat dashboard
• Share them in a thread with a rich-message shortcode
• Embed an articles experience on your own site via API when needed

Keep articles short, searchable, and updated when policies change. They also feed chatbot & AI quality.

Language

Configure the default language and any multilingual options your plan includes. Match visitor language when possible; agents can still reply in their preferred language depending on channel and translation features you enable.

Departments

Departments route conversations to the right team (Sales, Support, Billing, and so on). Assign agents to departments, then:

• Let pre-chat forms or bots choose a department
• Force a department via JavaScript API or URL parameters
• Report volume by department over time

Queue and routing

Routing rules decide who gets the next conversation—round-robin, workload, department membership, and online status. Combine routing with agent online/away state so chats do not land on unavailable teammates.

Automations and messaging extras

Cloud workspaces commonly enable:

• Automations — triggers for tags, assignments, or follow-ups
• Direct messages — agent-to-user outreach where allowed
• Newsletter / broadcast-style tools when included on your plan
• Email piping — turn inbound support email into conversations

Exact labels vary slightly by dashboard version; look under Settings for the matching section.

Notifications

Keep agents responsive with:

• Email notifications for new messages and assignments
• Desktop and sound alerts in the admin
• Push where supported on your devices
• Optional SMS alerts for critical queues

Tune volume carefully—too many alerts cause fatigue; too few cause slow first response.

More settings worth reviewing

• Chat theme, position, and launcher behavior
• Attachment limits and allowed file types
• Privacy and data-retention preferences
• API token access for integrations (Web API)

When you finish the basics, validate with a live test from your site and each connected messaging app.