Account Setup

Configure your profile, manage agents, create teams, and set up your inboxes in AstraChat.

Profile Settings

Keeping your profile up to date helps your team identify you and ensures customers see the right information when you respond to their messages.

How to update your profile

  1. Click the profile icon in the bottom-left corner of the sidebar.
  2. Select Personal Settings.
  3. From here you can update the following:

Display Name

The name shown to your teammates and, depending on channel settings, to customers.

Email Address

Your login email and the address used for email notifications.

Avatar

Upload a profile picture so your team can easily identify you in conversations.

Availability Status

Set yourself as Online, Busy, or Offline (see the next section for details).

Tip: Set a clear display name and upload an avatar so teammates can quickly identify who is handling each conversation.

Setting Your Availability

Your availability status tells the system and your teammates whether you are actively handling conversations. AstraChat offers three statuses:

Online Busy Offline
  • Online -- You are actively available. New conversations can be auto-assigned to you based on your inbox settings.
  • Busy -- You are working but may not be able to take on new conversations immediately. Auto-assignment behavior depends on your account configuration.
  • Offline -- You are not available. You will not receive new auto-assigned conversations while in this status.

How to change your availability

  1. Click your avatar in the bottom-left corner of the AstraChat sidebar.
  2. Select the desired status from the dropdown menu.

Your status updates immediately and is visible to all team members.

Notification Preferences

Stay informed about important events without being overwhelmed. AstraChat lets you fine-tune both email and push notifications.

How to configure notifications

  1. Go to Personal Settings (click your profile icon in the bottom-left corner).
  2. Select the Notifications tab.
  3. Toggle the notifications you want to receive:
  • New conversation assigned -- Get notified when a conversation is assigned to you.
  • New message in assigned conversation -- Receive alerts when a customer sends a new message in a conversation you own.
  • Mentions -- Be notified when a teammate mentions you using @ in a private note or conversation.
  • New conversation created -- Receive a notification whenever a new conversation comes in (useful for managers).

To enable push notifications, make sure you allow notifications in your browser when prompted. Push notifications work in Chrome, Firefox, Edge, and other modern browsers.

Note: Email notifications are sent to the email address configured in your profile. Make sure it is correct to avoid missing important alerts.

Personal Message Signature

Create a personal signature that is automatically appended to your outgoing messages. This is useful for adding your name, title, or contact information.

How to set up your signature

  1. Go to Personal Settings (click your profile icon in the bottom-left corner).
  2. Navigate to the Message Signature section.
  3. Use the rich text editor to compose your signature. You can format text with bold, italics, links, and more.
  4. Click Save to apply your signature.

When composing a message, you can toggle your signature on or off for individual messages using the signature button in the message editor toolbar.

Note: Inline images in signatures are only supported in email and web chat channels. Other channels like WhatsApp and Facebook may not render inline images within signatures.

Managing Agents (Admin)

Administrators can add and remove agents to control who has access to your AstraChat account.

Adding Agents

  1. Go to Settings in the sidebar.
  2. Click Agents.
  3. Click the Invite Agent button.
  4. Enter the agent's email address.
  5. Select their role:

Administrator

Full access to all settings, agents, inboxes, teams, and account configuration.

Agent

Access to conversations, contacts, and reports. Cannot modify account-level settings.

  • Click Send Invitation. The agent will receive an email with instructions to set up their account.

Removing Agents

To remove an agent, go to Settings → Agents, find the agent in the list, and click the delete button. The agent will immediately lose access to the account. Any conversations assigned to them will need to be reassigned.

Creating Teams

Teams allow you to group agents by department or function, making it easier to route conversations to the right people.

How to create a team

  1. Go to Settings in the sidebar.
  2. Click Teams.
  3. Click Create Team.
  4. Enter a team name and optional description.
  5. Add agents to the team by selecting them from the list.
  6. Click Save to create the team.

Once created, teams can be assigned conversations just like individual agents. This is particularly useful for routing workflows. For example:

Sales Team Support Team Billing Team
  • Sales Team -- Handle incoming inquiries about pricing and plans.
  • Support Team -- Manage technical issues and troubleshooting.
  • Billing Team -- Address payment and invoice questions.

You can also use automation rules to automatically assign conversations to specific teams based on keywords, labels, or inbox source.

Configuring Inboxes

Inboxes represent the channels you have connected to AstraChat. Each inbox corresponds to a communication channel such as WhatsApp, Facebook Messenger, Instagram, email, Telegram, or a website live chat widget.

How to view and configure inboxes

  1. Go to Settings in the sidebar.
  2. Click Inboxes to see all your connected channels.
  3. Click on any inbox to access its settings.

Inbox Configuration Options

  • Auto-assignment -- Automatically assign new conversations to available agents or teams. You can configure round-robin assignment or limit the maximum number of conversations per agent.
  • CSAT Surveys -- Enable customer satisfaction surveys that are sent after a conversation is resolved. Customers can rate their experience and leave feedback.
  • Greeting Messages -- Set up an automatic greeting message that is sent to customers when they start a new conversation.
  • Business Hours -- Define your team's working hours. Outside of business hours, customers will see an away message and conversations will be queued for when your team is available.

Tip: Configure each inbox individually to match the expectations of that channel. For example, customers on web chat expect faster responses than email, so you may want different auto-assignment rules for each.