/settings/customer-service/general) and Shop details. You need the Change customer service settings
permission. The section is hidden when Customer service is off for your organization. For how the Settings page works, see
Settings reference.
Change a value, then click Save in the bar at the bottom (or press Ctrl+S). Discard drops your changes. Save
stays off while a value isn’t valid, and the form says what is wrong.
How long data is kept
Old data is removed automatically every night.
Keep conversations for (days) counts from the last activity in a conversation. Every message you send from an order, in
a bulk run or by an automatic message opens or continues a conversation about that order, and nobody closes it, because
Customer service has no inbox yet. So a conversation that no customer has written into counts as finished once it has been
quiet for the whole period, and is then deleted together with its messages and the records of what was sent in it. That
includes the entry in Sent messages: after the period, the message is gone from the log.
A conversation that still holds a message being sent, or one whose delivery is unknown, is kept until that is settled.
Closed conversations, which come with the Inbox, are deleted the same way. Enter 0 to keep conversations for good.
Keep marketplace originals and Keep original e-mails apply to the Allegro desk and to inbound e-mail, which aren’t in
Customer service yet. Leave them as they are.
Anonymizing a customer or an order erases their messages, whatever these settings say. See
Consent and opting out.
SMS
Quiet hours are times of day, for example 21:00, and must start and end at different times. They can span midnight. They
follow your organization’s time zone (Workspace > Time zone), and Polish time until you set one.
Daily limits
A limit counts every message queued today on that channel, whatever happened to it next. Skipped and cancelled messages and drafts don’t count. A new day starts at midnight in your time zone. When the limit is reached, the next messages aren’t sent: Message buyer says “Today’s limit of … messages on this channel is used up”, a bulk run reports them as failed, and an automation records the failure on its run. The next ones can go tomorrow.Review requests
Rules may ask buyers for reviews is a tick box. Tick it only when you have your buyers’ consent or another legal basis for asking for reviews. Until you do, an automation step that asks for a review is skipped with the message “Review requests are off until you confirm, in Customer service settings, that you have a legal basis for them.” See Automatic messages.Shop details
Open Administration > Settings > Customer service > Shop details, or go to/settings/customer-service/shop. Templates sign messages with your shop’s name, and the ready-for-pickup text gives your
pickup address and opening hours. The page is called What messages say about your shop.
They are plain text, kept for your organization only, and empty until you fill them in. Fill in the pickup address and the
opening hours before you send a ready-for-pickup message or switch on an automatic one. A message whose template needs a
value you haven’t given isn’t sent: Message buyer says “Fill in: …”, a bulk run skips the order and names the missing
value, and Automatic messages shows “Not sent yet. Your shop details lack: …” with a
link back to this page. The shop name never blocks a message, because your organization’s name stands in for it.
Save with the bar at the bottom, as in General. You need the Change customer service settings permission.