Manage your workspace

The Admin page is where a workspace’s owner or admins manage its settings. It has three tabs: General — rename the workspace —, Retention policy — set how long conversations are kept and read the purge log —, and Conversation categories — create the labels used to classify your conversation agents’ sessions.

You open it from Admin in the left sidebar of Studio. It applies to the whole workspace.

What conversation categories are

Conversation categories are workspace-level labels (for example Product, Pricing, Support) used to automatically classify the sessions your conversation agents have. Once a conversation agent has categories enabled, its sessions are sorted into them, and the totals appear in the Sessions per day by category chart in Analytics. Managing the list of categories happens here in Admin; turning them on for a given agent happens on that agent’s Conversation categories tab.

What the retention policy does

Every workspace keeps its conversations for a set number of days — 30 by default. Each night, a purge erases the content of older conversations: messages, tool calls, titles, form state, feedback text, and attachments. Usage statistics (conversation counts, categories, feedback votes) remain. The value goes from 1 to 3650 days (10 years); a workspace that must keep history a long time sets a high value. Conversations from the embedded chat follow the same rule. Conversations that belong to a test campaign are not purged: they are test material, kept for review.

The full flow at a glance

The walkthrough below replays every step in the real interface. Use Prev / Next to move at your own pace; each step highlights the button to click and the area to watch.

Step by step

1. Open Admin

In Studio, open Admin in the left sidebar. The page opens with a General tab and a Conversation categories tab. (It’s meant for workspace owners and admins.)

2. Rename the workspace (General)

On the General tab, edit the Workspace name field and click Save. The new name is used across the platform.

3. Set the retention (Retention policy)

Open the Retention policy tab. Edit Conversation retention (days) and click Save. The help text reads: Conversations older than this have their content permanently erased. Usage statistics remain. Between 1 and 3650 days. The field is required — 0 and an empty value are rejected.

4. Read the purge log

Below the setting, Purge log lists one row per nightly run for this workspace, with the next scheduled purge above it (Next purge: followed by the date). Each row shows the Date, the number of Conversations erased (a 0 proves the purge ran with nothing to erase), and a Status badge: OK (green) — the run completed; PARTIAL (amber) — part of the cleanup was postponed and retries on the next run; ERROR (red) — the run failed. Hover the status badge to see the run report. The log keeps 12 months of runs.

5. Manage categories (Conversation categories)

Open the Conversation categories tab. Your existing categories are shown as badges; if there are none yet it reads No categories yet. Click Add category to create one.

6. Add a category

In the Add conversation category dialog, type a Category name. Tick Also enable for all existing conversation agents if you want every conversation agent to start using it right away (otherwise you enable it per agent later). Click Add.

7. Remove a category

To delete a category, click the ✕ on its badge. A confirmation — Remove conversation category? — asks before removing it from the workspace’s category list.

8. Enable categories on an agent

Categories only classify an agent’s conversations once they’re enabled on that agent. Open a conversation agent, go to its Conversation categories tab, and tick the ones that apply (Select all adds them all). Categories already used in this agent’s conversations cannot be unchecked. Click Save. (See Add a conversation agent.)

Tips

• Leave the retention at 30 days unless you have a reason not to: it’s the GDPR-friendly default.
• Check the Purge log after changing the retention — the next nightly run shows how many conversations the new value erased.
• Keep the category list short and distinct — a handful of clear labels classifies better than many overlapping ones.
• Tick Also enable for all existing conversation agents when a category should apply everywhere, to save enabling it agent by agent.
• After categories are in use, review the Sessions per day by category chart in Analytics to see how conversations break down.

Troubleshooting

• I don’t see the Conversation categories tab on an agent — the tab only appears on conversation agents, and only once the workspace has at least one category. Create a category in Admin first.
• The analytics chart shows only Uncategorized — categories classify sessions only after they’re enabled on the agent; enable them on the agent’s tab and let new sessions come in.
• I can’t uncheck a category on an agent — categories already used in that agent’s conversations are locked on, so past sessions keep their labels.
• The purge log is empty — no purge has run yet for this workspace; the first nightly run after the feature is enabled creates the first row.
• I can’t empty the retention field to keep conversations forever — that option does not exist: the retention is always set. Use a high value (up to 3650 days) instead.
• A run shows PARTIAL — some conversations could not be purged during that run; they are retried automatically on the next run. Hover the status badge for the detail.
• I don’t see the Admin page — administering the workspace is reserved for its owner and admins; ask them if you need a change.