Business Profile

From the Business Profile module, you can customize your business' instance of Sagicc, upload your logo or brand and specify where to display it, enable or disable platform features such as internal chat or embedded softphone, and modify your business profile information for informational purposes.

Through the side menu, you can access the Business Profile module. Locate the Parametrization option, and then click on Business Profile.

The Business Profile is divided into 4 basic sections:

• Administration of your business’s logo or brand

• Business Profile Information

• Customization of the appearance of the Sagicc instance

• Customization of the Sagicc instance functionalities

• Configuration of specific instance parameters, such ad default language, timezone, etc.

Add Logo

Click on the Add Logo button and you can search, select and upload the file corresponding to your business' logo or brand. Only image files are allowed when adding the logo (.jpg, .jpeg, .png, .svg). After uploading it, you will see the new logo in the business Profile, on the top navigation bar (if this option is enabled) and on the login screen (if this option is enabled).

Business Profile

This section contains the following informative data about your business:

• Name or Business Name

• Document Type

• Document Number

• Address (of the main headquarters, for example)

• City

• Phone (contact phone of the business)

• Contact Name (person within the business leading the Sagicc project)

• Contact Phone

• Contact Email

• Sector

By clicking on the Edit Profile button, the profile information will become editable and you can make the modifications you require.

Appearance (Look and Feel)

In this section, you can customize the following aspects of the platform's appearance:

• Show or hide the business logo on the login screen.

• Height (in pixels) of the business logo on the login screen.

• Show or hide the business logo on the top navigation bar.

• Height (in pixels) of the business logo on the top navigation bar.

Make the required changes in this section and click on Save to apply them.

Functionalities

In this section, you can customize the following aspects of the platform's functionalities:

• Enable/Disable Sound Notifications: Enable or disable sound notifications on the platform when receiving a new ticket or interaction.

• Enable/Disable Internal Chat: Enable or disable internal chat for communication between platform users.

• Enable/Disable Embedded Softphone (using browser’s WebRTC): Enable or disable the embedded platform softphone, which utilizes the WebRTC technology of the browser (Google Chrome, Microsoft Edge, Mozilla Firefox, etc.) to receive and make calls from Sagicc without requiring an external softphone.

• Enable/Disable Multi-Factor Authentication (MFA) for Users: Enable or disable multi-factor authentication (MFA) for all platform users.

• Enable/Disable Access to the Mobile Application (Sagicc App): Enable or disable this option to control user access to the Sagicc mobile application. You can choose to grant access to all users or only to a specific set of users.

• Send email notifications to platform administrators when an error is detected in a channel: Enable or disable email notifications sent to platform administrators when an error is detected in any of the communication channels.

• Instance Inactivity Time (hours): Time (in hours) to automatically log out a user due to inactivity on the platform. By default, this time is set to 2 hours.

Make the required changes in this section and click on Save to apply them.

Configuration

In this section, you can configure the following aspects of the platform:

• Default Language: This is the default language in which the platform will be displayed to users. If a user decides to change the language in the top navigation bar, this change will only be visible to that user.

• Time Zone: This is the time zone of the country where the business is located. This setting will allow the platform to capture and display date records correctly.

• Number Format: This is the format that will be used to display phone numbers in the platform.

• Date Format: This is the format that will be used to display dates in the platform.

• Contact Hours Configuration: Specify in this section the hours or periods during which your company can communicate with customers (find more information below).

Make the required changes in this section and click on Save to apply them.

Contact Hours Configuration

In this section, you can specify the hours or periods during which your company can communicate with customers in an outbound manner. The main objective of this process is to protect consumers' right to privacy by establishing clear rules about when your company can contact them.

Within the contact schedule configuration, you will find the following:

• Enable Custom Contact Schedules

• Send bulk messages ONLY within custom contact schedules: Activate this option if you want Sagicc to send bulk messages only within the established contact hours. When the system detects that it is outside of these hours, the sending of bulk messages will stop and resume once it is back within the contact hours.

• Send mass messages ONLY within custom contact schedules: Activate this option if you want Sagicc to make calls through the auto-dialer only within the established contact hours. When the system detects that it is outside of these hours, the generation of calls by the dialer will pause and resume once it is back within the contact hours.

• Contact Schedules: Customize the service hours for each day of the week. You can set up to two (2) time blocks for each day. Days without a specified contact schedule will be considered as days with no contact restrictions.

Additionally, when contact schedules are enabled for the company, users will see a visual alert in the case view indicating that they are outside of the contact hours. This alert will inform users that it is not advisable to contact the customer at that time, as they would be violating the established schedules. Although Sagicc does not block contact, it is at the agent's discretion to decide whether to contact the customer despite the alert.