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Workspace setup controls how your team operates inside Woes. Configure these foundations before you open high-volume support channels so operators see the right context, customers get consistent answers, and automation has clear boundaries.

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Configuration map

Workspace profile

Customer-facing identity, workspace defaults, and visible company details.

Members and roles

Access for operators, admins, technical reviewers, and workspace owners.

Tags

Lightweight labels for triage, issue grouping, and workflow reporting.

Custom fields

Structured customer and conversation context for operators and the agent.

Macros

Reusable replies and ticket actions for common support workflows.

Automations

Rules that tag, route, delay, or annotate conversations and issues.

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Workspace profile

Use the workspace profile for the company identity customers and operators will recognize. Keep names and labels clean. Avoid internal project names unless customers already know them. Review:
  • Workspace name.
  • Company display details.
  • Default support behavior.
  • Notification and channel defaults.
  • Any customer-facing wording used by the widget or outbound messages.

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Members and roles

Invite teammates based on what they need to do.
Role patternTypical accessGood fit
OperatorInbox, replies, notes, tags, and issue handling.Support teammates working customer conversations.
AdminWorkspace settings, integrations, sources, members, and permissions.Support leads and workspace owners.
Technical reviewerAPI Context, agent testing, and source review.Developer relations, engineering, or API support leads.
ViewerRead-only context where appropriate.Stakeholders who need visibility without operational access.
Review access when people change teams. Removing stale access is one of the simplest ways to reduce workspace risk.

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Tags

Tags are quick labels. Use them for triage and grouping, not as a substitute for structured fields. Good tags are:
  • Short.
  • Stable.
  • Action-oriented.
  • Easy to understand in a queue.
  • Free of secrets or sensitive customer data.
Examples:
TagUse when
authThe customer is blocked by authentication or token behavior.
billingThe issue involves billing, plan limits, or invoices.
bugThe conversation likely represents a product defect.
needs-engineeringSupport needs engineering help before responding.
waiting-on-customerThe team needs more details from the customer.

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Custom fields

Custom fields capture structured context on customers and conversations. Use them when operators need the same detail repeatedly. Common fields:
  • Account ID.
  • Plan.
  • Environment.
  • API version.
  • Region.
  • Priority.
  • Product area.
  • Integration type.
AI-suggested custom field values are context hints. Endpoint, auth, schema, request, and response claims still need to come from API Context evidence.

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Macros

Macros help operators reply consistently and take repeatable actions. Use macros for:
  • Asking for request IDs, timestamps, or environment details.
  • Explaining how to generate API keys.
  • Confirming escalation to engineering.
  • Sharing a verified workaround.
  • Closing a resolved conversation.
Keep macros current. A stale macro can mislead customers just as quickly as stale documentation.

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Automations

Automations are best for simple, visible workflow actions. Start narrow and review the results before expanding.
1

Pick a clear event

Choose a kickoff event your team understands, such as a new conversation, a changed status, or an issue creation.
2

Add narrow conditions

Match clear text, channel, status, tag, priority, or field values. Avoid broad rules that catch unrelated work.
3

Choose safe actions

Start with tagging, routing, notes, or status updates before using more complex flows.
4

Review the first matches

Confirm automation behavior in real conversations before increasing scope.
Do not automate account-specific decisions, security responses, billing promises, or destructive actions without human review.

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Internal notes

Private notes are for operator-only context. Use them for investigation state, escalation details, reproduction notes, and internal links. Do not store:
  • API keys.
  • Passwords.
  • OAuth tokens.
  • Session cookies.
  • Private signing keys.
  • Customer-private data from unrelated accounts.

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Readiness checklist

Members have appropriate roles, stale access has been removed, and operators know when to escalate.
Tags and custom fields cover your common support scenarios without collecting unnecessary sensitive data.
Macros are reviewed, private-note expectations are clear, and issue handoff is understood.
Automations are narrow, tested, and limited to decisions your team is comfortable delegating.