Workspace and team
Security and data
Pause your agent, cap how often it can be asked to answer, export everything your organisation holds, or delete your account.
This page covers the controls that protect your customers, your AI usage and your data:
- Settings → Security holds the agent's master switch and the AI rate limit.
- Settings → Workspace holds the account-wide controls to export your data and delete your organisation.
Who can change these settings
| Control | Who can use it |
|---|---|
| AI agent switch | Owners and admins |
| AI rate limit | Owners and admins |
| Export your data | The organisation's owner |
| Delete this account | The organisation's owner |
Members can open Settings → Security and see the current values, but can't change them.
Pause your agent
The AI agent switch at the top of Settings → Security turns automatic replies on or off across every connected channel in the workspace. The badge next to it shows Live or Paused.
To pause your agent, turn off Reply to customers automatically.
When the agent is paused:
- Customer messages still arrive and still appear in your inbox.
- Your agent doesn't answer them, so a teammate picks each one up.
- The Playground keeps working, so you can carry on testing.
Turn the switch back on and you'll see "Your agent is answering customers again." For more on when to pause, and how this fits with your other limits, see Auto-reply and limits.
Set the AI rate limit
The AI rate limit caps how often your agent can be asked to answer. It's one limit for the playground and every channel in the workspace. It protects your AI replies from a loop, a bot or someone leaning on the send key.
The limit is counted per conversation on a channel and per teammate in the playground. So one busy customer can't block everyone else.
Open Security settings
Go to Settings → Security and find AI rate limit.
Set the number of messages
In Messages allowed, enter a whole number between 1 and 1,000.
Choose the time window
In Per, pick 10 seconds, minute, 5 minutes, 15 minutes or hour.
Save
Click Save limit.
The default is 20 messages per minute.
Going over the rate limit never loses a customer's message. It still lands in your inbox, and a teammate answers instead.
Export your data
An export is a download of everything your organisation holds: conversations, messages, contacts, notes and knowledge sources, across every workspace, as a single JSON file. Connected credentials, like channel tokens, are left out.
Open workspace settings
Go to Settings → Workspace and scroll to Export your data.
Request the export
Click Request an export. You'll see "We're preparing your export."
Download it
Large accounts can take a few minutes. We'll email you when it's ready. Come back to the same page and click Download export.
The file is available for 7 days. After that it's deleted, and you can request a new one. The email doesn't contain a download link, so only someone signed in to your account can get the file.
Delete your account
Deleting your account permanently removes your organisation and everything in it:
- every workspace
- every customer conversation and message
- every contact and lead
- every knowledge source and uploaded file
- your team's access and sign-ins
There's no undo and no backup to restore from. Your subscription is closed as part of the deletion, so you aren't charged again.
If you want to keep a copy of anything, export your data first.
Open workspace settings
Go to Settings → Workspace and scroll to Delete this account.
Start the deletion
Click Delete account.
Confirm
Type your organisation's name exactly as shown, then click Delete account.
Recent sign-in required
Downloading an export and deleting your account both need a recent sign-in, from the last 15 minutes. If yours is older, you'll see "For your security, sign in again to continue." Click Sign in again, use the link we email you, and try again.