Workspace settings

Your workspace is the top-level container for everything in Ochre — conversations, customers, articles, integrations, your team. Seven fields define it. Set them in Settings → Workspace. Changes take effect on the next inbound or outbound event; there is no deploy step.

Name

The display name customers see. Shows in the app header, outbound email, the help center title bar, and CSAT surveys. Use the name customers know you by, not your legal entity. "Acme" beats "Acme Holdings, LLC."

Slug

The URL-safe identifier. Appears in your help center URL (ochrehq.com/help/<slug>/<article>) and in app-internal links. Lowercase letters, numbers, and hyphens. Changing the slug rewrites help center URLs and old slugs do not redirect, so avoid changing it once you have inbound links.

Language

The default language for system-generated text — auto-replies, CSAT survey copy, dispatch failure notices, help center chrome. Pick the language most of your customers read. Per-channel overrides are also available.

Timezone

The reference clock for the workspace. Business hours and report buckets key off this. Pick the timezone where most of your support team works.

Business hours

A weekly grid of when your team is on. Routing uses this to decide whether to fire after-hours auto-replies, and reports use it to bucket "after hours" volume separately. Common patterns:

• Standard 9 to 5, Mon–Fri: weekdays 09:00 to 17:00, weekends off.
• Follow the sun: leave every day open if you have rotating coverage.
• Limited weekends: weekdays plus a half-day Saturday.

AI on-call

Toggles whether the AI agent answers conversations that arrive outside business hours. With AI on-call on, the agent drafts (or sends, depending on your routing) the moment a message lands, even at 3am. With it off, after-hours messages queue for a human and customers see your auto-reply only.

This is the single biggest lever for "do I cover nights and weekends." Most teams turn it on after a couple of weeks of human-supervised tuning.

Ochre support chat

A small toggle that controls whether the in-app help chat (the floating bubble that connects you to Ochre's own support team) is shown to your team. On by default. Turn it off if you do not want agents reaching out through the in-app channel — a common preference for security-sensitive teams who route everything through their CISO.

Common mistakes

Using a corporate timezone for a remote team. If your CEO is in New York but support is in Lisbon, set the workspace timezone to Lisbon. Reports should follow the people responding.

Leaving business hours empty. A workspace with no business hours is treated as 24x7, so after-hours auto-replies never fire and your weekly reports look strange.

Changing slug late. If you are six months in with thousands of inbound links to your help center, leave the slug alone unless you are doing a real rebrand.

What to do next

• Set branding so outbound mail and the help center match your visual identity.
• Configure domain-settings if you want emails to send from your own domain.
• Invite the team via inviting-team-members.