> ## Documentation Index
> Fetch the complete documentation index at: https://docs.woes.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# Workspace setup

> Configure the people, fields, tags, macros, and automation that shape your Woes support workflow.

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.

## Configuration map

<CardGroup cols={2}>
  <Card title="Workspace profile" icon="building-2">
    Customer-facing identity, workspace defaults, and visible company details.
  </Card>

  <Card title="Members and roles" icon="users">
    Access for operators, admins, technical reviewers, and workspace owners.
  </Card>

  <Card title="Tags" icon="tags">
    Lightweight labels for triage, issue grouping, and workflow reporting.
  </Card>

  <Card title="Custom fields" icon="form-input">
    Structured customer and conversation context for operators and the agent.
  </Card>

  <Card title="Macros" icon="message-square-quote">
    Reusable replies and ticket actions for common support workflows.
  </Card>

  <Card title="Automations" icon="workflow">
    Rules that tag, route, delay, or annotate conversations and issues.
  </Card>
</CardGroup>

## 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.

## Members and roles

Invite teammates based on what they need to do.

| Role pattern       | Typical access                                                       | Good fit                                                     |
| ------------------ | -------------------------------------------------------------------- | ------------------------------------------------------------ |
| Operator           | Inbox, replies, notes, tags, and issue handling.                     | Support teammates working customer conversations.            |
| Admin              | Workspace settings, integrations, sources, members, and permissions. | Support leads and workspace owners.                          |
| Technical reviewer | API Context, agent testing, and source review.                       | Developer relations, engineering, or API support leads.      |
| Viewer             | Read-only context where appropriate.                                 | Stakeholders who need visibility without operational access. |

<Tip>
  Review access when people change teams. Removing stale access is one of the simplest ways to reduce workspace risk.
</Tip>

## 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:

| Tag                   | Use when                                                     |
| --------------------- | ------------------------------------------------------------ |
| `auth`                | The customer is blocked by authentication or token behavior. |
| `billing`             | The issue involves billing, plan limits, or invoices.        |
| `bug`                 | The conversation likely represents a product defect.         |
| `needs-engineering`   | Support needs engineering help before responding.            |
| `waiting-on-customer` | The team needs more details from the customer.               |

## 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.

<Note>
  AI-suggested custom field values are context hints. Endpoint, auth, schema, request, and response claims still need to come from API Context evidence.
</Note>

## 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.

## Automations

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

<Steps>
  <Step title="Pick a clear event">
    Choose a kickoff event your team understands, such as a new conversation, a changed status, or an issue creation.
  </Step>

  <Step title="Add narrow conditions">
    Match clear text, channel, status, tag, priority, or field values. Avoid broad rules that catch unrelated work.
  </Step>

  <Step title="Choose safe actions">
    Start with tagging, routing, notes, or status updates before using more complex flows.
  </Step>

  <Step title="Review the first matches">
    Confirm automation behavior in real conversations before increasing scope.
  </Step>
</Steps>

<Warning>
  Do not automate account-specific decisions, security responses, billing promises, or destructive actions without human review.
</Warning>

## 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.

## Readiness checklist

<AccordionGroup>
  <Accordion title="People">
    Members have appropriate roles, stale access has been removed, and operators know when to escalate.
  </Accordion>

  <Accordion title="Data model">
    Tags and custom fields cover your common support scenarios without collecting unnecessary sensitive data.
  </Accordion>

  <Accordion title="Operator workflow">
    Macros are reviewed, private-note expectations are clear, and issue handoff is understood.
  </Accordion>

  <Accordion title="Automation">
    Automations are narrow, tested, and limited to decisions your team is comfortable delegating.
  </Accordion>
</AccordionGroup>