Branding, channels and AI settings

Find the right settings section

Each section has its own save action. Moving between tabs preserves staged changes in the current page; it does not save them. Save the section before leaving or refreshing the page.

Make the workspace your own

In Company, update the name, logo and accent colour your team and customers see. Review the upload requirements shown beside the logo field. Your business type and workspace identity are managed separately from visual branding.

The same business branding is used across relevant sign-in and document surfaces. Changes to a logo or display name do not change who may access the workspace.

Connect mailboxes and route the work

Use Settings → Management → Connected mailboxes to manage the accounts used by your business. Configure the mailbox with the credentials and connection details supplied by your email administrator. Use Source routing to assign eligible team members.

Review Email & Privacy to control the supported visibility options. A mailbox connection, source assignment and email service activation are separate setup steps. Verify sending and receiving with a test conversation before relying on the channel for customer enquiries.

Connect WhatsApp Business

Open Settings → WhatsApp. With Your own Meta app, use a verified Cloud API number registered in your business portfolio, your Meta app ID and secret, WhatsApp Business account ID, phone number ID and a production system-user token. Gatherdesk verifies these credentials before saving them. Copy the generated callback URL and verification token into your Meta webhook settings, verify the callback, subscribe to messages, then refresh and activate WhatsApp.

Guided Meta sign-in is a separate option when enabled by Gatherdesk. It opens a Gatherdesk connection window and then Meta’s sign-in flow. Both options keep your workspace’s number, conversations and team assignments separate. Changing the connection method of an already bound account requires a supported migration; disconnecting does not erase its history.

Give team members WhatsApp access through Source routing. Claim the enquiry in the Pool or WhatsApp Inbox before replying. Freeform replies use the customer’s 24-hour service window; outside it, select a supported approved template and confirm the customer’s permission. Meta’s messaging charges and payment method are separate from your Gatherdesk plan. WhatsApp Business app coexistence is not supported in this release.

Configure an AI provider

1. 1

   Choose the provider

   Open AI Providers, select OpenAI or Claude (Anthropic), and save the selection. Your account needs permission to manage these settings and secrets.

2. 2

   Add its API key

   Use the provider's key-console link in the settings page to create a key for the business, then save it in the matching provider section. Saving one provider's key does not delete the other.

3. 3

   Check service access

   A saved key means configured, not activated or verified. The AI service must also be enabled, and the provider account must have valid access and available quota.

4. 4

   Enable the specific workflow

   AI-assisted email drafts and work notes use the selected provider. Automatic website replies also need the Website Chat AI toggle and accurate business context.

Keep a person in the loop

AI can help draft responses, but it may produce incorrect information. Check important advice, prices and availability before sharing. Business context and relevant conversation content are sent to the selected provider when that feature runs, so include only information appropriate for that purpose.

Selecting a provider without its key does not silently switch to another provider. If provider access, quota or application usage limits prevent a reply, human handling remains available. Removing a saved key disables the corresponding provider's readiness.