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Overview

The Settings page is where you configure organization-wide preferences for your Apten account. It’s organized into four tabs: General, Phone Numbers, Email, and Webchat.
Only users with the Admin role can access the Settings page.

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General

The General tab controls your AI’s core behavior and communication preferences.

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AI Name & Response Time

  • AI Name — the name your AI introduces itself as in conversations.
  • Response Time Delay — how long (in seconds) the AI waits before responding to an incoming message. This can make conversations feel more natural.

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Business Hours & Holidays

Configure when your AI sends follow-up messages to leads.
  • Follow-up Window — set the start and end hours during which follow-ups are allowed.
  • Allowed Days — choose which days of the week follow-ups can be sent.
  • Time Zone — the timezone used for all scheduling.
  • Holidays — select specific dates when follow-ups should be paused. Preset holiday lists are available.
  • Respect Business Hours / Holidays for Initial Outreach — optionally apply the same restrictions to the first message sent to new leads.

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Long-Term Follow-Ups

Toggle whether your AI should schedule follow-up messages over longer time periods to re-engage leads that haven’t responded. Add your Calendly URL so the AI can share it with leads when scheduling is relevant.

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Notifications

  • Notification Emails — add email addresses that receive notifications when important events occur (e.g., a lead requests to speak with a human).
  • Filter Notifications — when enabled, only sends notifications for events you’ve selected.
  • Notification Preferences — choose which event types trigger email notifications, including any custom notifications you’ve created.
For more on setting up notifications, see Notifications.

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Unsubscribe Settings

  • Custom Unsubscribe Keywords — define additional keywords (beyond the defaults) that trigger an opt-out when a lead sends them.
  • Linked Opt-Out Channels — when a lead unsubscribes from one channel (e.g., SMS), automatically unsubscribe them from other channels (e.g., voice) as well.

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Phone Numbers

The Phone Numbers tab lets you manage the phone numbers associated with your organization.

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Your Numbers

View all your phone numbers in a table showing the number, its type (Primary or Inbound), and the customer profile it’s assigned to. Your primary number is used for outbound messages by default. Inbound numbers can each be assigned to a specific customer profile so that calls or texts to that number use the right AI configuration. To change a number’s assigned profile, click the edit button next to it.

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Purchasing Numbers

Click Purchase Number to search for and buy a new phone number. You can search by area code or region to find a number that matches your business location.

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Local Presence Bundles

Local presence bundles let you purchase a set of phone numbers across different area codes. When reaching out to leads, Apten automatically uses a number with a local area code matching the lead’s location, which can improve answer rates.

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Email

The Email tab lets you set up a verified sending domain so your AI can send emails on behalf of your organization.

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Domain Verification

  1. Enter your domain name and click Add Domain
  2. Apten provides DNS records (DKIM and SPF) that you need to add to your domain’s DNS settings
  3. After adding the records, click Verify to confirm your domain
Each domain shows its current verification status for both DKIM and SPF.

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Sender Address

Once a domain is verified, configure the sender address your emails will come from by setting a sender prefix (the part before the @) and selecting your verified domain.

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Webchat

The Webchat tab manages API keys and configuration for your embedded webchat widget.

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API Keys

API keys authenticate your webchat widget. Each key has:
  • Allowed Domains — the websites where the widget can be used
  • Status — active or inactive
You can create, edit, regenerate, deactivate, or delete keys as needed.

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Webchat Configuration

  • Webchat Customer Profile — the customer profile used for webchat conversations.
  • Lead Conversion Profile — optionally assign a different profile when converting webchat leads to phone outreach.
  • Greeting Message — the first message displayed when a visitor opens the widget.
  • Auto-Conversion — automatically convert inactive webchat conversations to phone outreach after a configurable inactivity timeout.
  • Opt-In Consent Message — text displayed above the contact form’s submit button for compliance purposes.
For detailed webchat configuration options, see Webchat Settings.