Business Config
Business Config holds the settings that apply to your whole business: currency and timezone, your color theme, booking rules, how leads are handled, how new chats are shared out among your team, and automatic follow-ups. A change here affects everyone on your team.
Before you start
- You need permission to view the booking settings or the leads settings to open this page, and permission to edit them to save changes. See Roles & permissions.
- Some cards only appear when your business has that feature (for example the Call Center or Team Chat).
Open Business Config
In the sidebar, open Settings & Support and click Business Config. The page is called Business Configuration.
The page is split into sections: General, Brand Theme, Booking Configuration, Leads Configuration, Chats Configuration, Integrations and Automated Follow-ups. Use the section list to jump to one.
Save your changes
When you change something, you see Unsaved changes. Click Save Changes to apply it. If you leave without saving, your changes are lost.
The color theme and the Call Center switch are the exception: they apply as soon as you click them.
General
| Setting | What it does |
|---|---|
| Currency & Formats | The Currency, Date Format and Time Format used in orders, invoices and product prices. |
| Business Timezone | Your local timezone. Follow-ups, booking hours, scheduled messages and reports all use it. Click Use my device timezone to pick the one your computer uses. |
| Call Center | Turns the Call Center on or off for your business, so agents can handle customer calls in Midlr. Only business admins on selected plans see this. See Calls. |
WARNING
If your timezone is still set to UTC, you see a warning. Set it to your real local time, or follow-ups and schedules will go out at the wrong hours.
Brand Theme
Under Choose Your Theme, click a color theme. It changes the colors of the sidebar, buttons and every page, for everyone in your business.
Booking Configuration
These settings control the Bookings system.
| Setting | What it does |
|---|---|
| Booking Status | Turns bookings on (System Online) or off (System Offline). |
| Booking Hours | Opening Time, Closing Time and Working Days when customers can book. Times are in your business timezone. This doesn't affect chats or follow-ups. |
| Appointment Rules | Slot Duration (min): how long each booking is. Lead Time (hours): how far ahead a customer must book. Max Bookings per Slot: how many bookings one time slot can take. |
| Policy & Terms | Your Cancellation Policy, in your own words. |
Leads Configuration
These settings control Leads.
| Setting | What it does |
|---|---|
| Lead Limits | Maximum Active Leads per Client: how many open leads one customer can have at once. This stops duplicate leads. |
| Automatic Lead Assignment | When on, new leads go to available team members automatically, based on how busy they are. Only users with Lead Assignable turned on receive leads (see Users). |
| Lead Inactivity Archive | When on, leads with no activity are archived after the number of days you choose. It must be more than 3 days; the default is 7. Midlr also sends a reminder after 24 hours and alerts the manager after 3 days, whatever you set here. |
| Lead Scoring | When on, Midlr scores each lead automatically from things like company size, budget, engagement, stage and response time. Scores update every few hours. |
| Lead Push Notifications | Turns on or off push notifications about leads: new assignments, inactivity alerts, escalations, high scores, daily reports and workload alerts. |
| Workload Thresholds | Sets what "busy" means for each sales rep: Max Leads per Rep, Max Active Leads, Max Meetings, Target Deal Size ($), and the Overload Threshold (%) above which a rep counts as overloaded. The results show on the Workload Dashboard. |
Chats Configuration
Choose how new chats are assigned
Under Chat Assignment, pick how a new WhatsApp conversation finds its agent:
| Option | How it works | Good for |
|---|---|---|
| Manual | New chats arrive unassigned. Anyone with access can open one and take it, and managers can assign chats to agents. | Small teams, or when you want full control. |
| Auto | Each new unassigned chat goes straight to one agent, picked at random from those who can receive chats and are available. | Teams who want chats picked up quickly. |
| Balanced | You give each agent a Share (a percentage). Each new chat goes to the agent furthest behind their share for today. Shares start over every day. | Teams with different workloads, such as part-time staff. |
| Phone Book | Agents only see the chats of contacts in their phone books, plus chats assigned to them or their group. Chats aren't assigned automatically. | Teams where each agent owns a set of customers. |
For Auto and Balanced, an agent only gets chats if:
- Can Receive Chat is on for them (on the Users page), and
- they have set themselves as available on the chat page.
The Agent Eligibility list shows who will receive chats (Will receive) and who won't right now (Unavailable).
With Balanced, the shares always add up to 100% (Total: 100%). When you change one agent's Share, Midlr adjusts the others so the total stays at 100%. Shares are saved as soon as you change them; you don't need Save Changes for them. An agent with a share of 0% gets no new chats. When some agents are unavailable, the available ones split the new chats in the same proportions.
For phone books per agent, see Users and Phonebooks.
Other chat settings
| Setting | What it does |
|---|---|
| Chat Notifications: Assigned Agent Only | On: only the assigned agent is notified about a new message, and unassigned chats notify no one. Off: unassigned chats notify every agent, so someone picks them up fast. Assigned chats only notify their agent either way. |
| Auto-Unarchive on New Message | On: an archived chat comes back to the inbox when the customer writes again. Off: it stays archived. |
| Hide Default Labels | Hides Midlr's default labels so only your own labels show. |
| Team Chat | Shows or hides Team Chat for everyone in your business. Only appears if your business has Team Chat. |
Integrations
This section only appears for businesses that have message forwarding switched on.
SaaS Webhook Forwarding sends your WhatsApp events to your own system as they happen. It's meant for your developers.
- Turn forwarding on.
- Type your Webhook URL.
- Click Save Changes. A Signing Secret is created; your developers use it to check that requests really come from Midlr.
- Click Test to send a test request.
Click Regenerate to make a new secret. The old one stops working straight away.
See API & integrations for more on connecting your own systems.
Automated Follow-ups
A No-reply follow-up sends an automatic message when a customer has been waiting too long for an answer, for example "Thanks for your message! We'll get back to you shortly."
How it works
- A customer writes to you during the hours of one of your schedules.
- If nobody on your team replies within the wait time, the follow-up goes out automatically.
- It's sent once per unanswered conversation, and stops as soon as anyone replies.
- Only recent conversations get a follow-up, because WhatsApp only allows free-text messages within the 24-hour window.
- To skip one customer, pause follow-ups for that chat from the chat's menu.
Set up a follow-up schedule
- Turn on Send automatic follow-ups.
- Click Add schedule (or Create your first schedule).
- Set From and To: the hours this schedule covers, in your business timezone.
- Set Wait before sending: between 1 minute and 24 hours.
- Write the Message. Click Preview to see how it looks.
- Click Save Changes.
You can add several schedules, for example one for working hours with a long wait and one for the evening with a short wait. Time ranges can't overlap, and a range can't cross midnight; split it into two schedules instead. Daily coverage shows which hours are covered.
To stop one schedule without deleting it, turn off Schedule active. To remove it, click Delete schedule.