Platform Settings

What Platform Settings Control

Platform settings shape the default behavior of your agency workspace. These are the settings that affect how the platform behaves across many clients, not just one account.

Use this area for shared defaults and operating rules.

Model and AI Defaults

The model settings area controls the defaults used for live voice, text tasks, and other AI-powered flows.

Typical categories include:

• voice model defaults
• text model defaults
• speech-to-text provider choices
• other AI provider settings used across the platform

These are defaults, not always hard limits. Some workflows or agents may still override them when needed.

Service Types

Service types help organize clients by business category or operating pattern. They can shape how the UI is labeled and which workflows make sense for that kind of client.

Common examples might include:

• dental
• legal
• home services
• automotive
• e-commerce

Keep service types practical. They should help operators understand the client and choose the right workflow, not create extra taxonomy for no reason.

Notifications

Platform settings also include internal agency notifications. This is where you decide which important events should reach the team and by what channel.

See Agency Notifications for the detailed setup guide.

Shared Configuration Mindset

Before changing any platform-wide setting, ask:

• Will this affect many clients at once?
• Is this a default or should it stay client-specific?
• Who on the team depends on the current behavior?
• Do we need to test this in a safe way first?

That short pause prevents a lot of avoidable mistakes.

When To Change Platform Settings

Good reasons to update platform settings include:

• a better default model is ready
• a new service type is needed for real operations
• notification rules need cleanup
• the agency's standard operating setup has changed

Bad reasons include making broad changes just to solve a one-off client issue.

Operator Advice

Treat platform settings like shared infrastructure. A small change here can help everyone, or confuse everyone, depending on how carefully it is handled.