Features and Settings (for Administrators)
This page is for administrators. The product is made of features: parts you turn on only when your company uses them, such as the outbound dialer or the AI assistant. A feature's menus, screens and permissions appear only while it is on. If you are not an administrator, you cannot change features; see Roles and permissions to ask for access.
Turn a feature on
- Open Tools > Features.
- Type part of the feature's name in the search box, for example Dialer.
- Click Enable next to the feature.
Features it depends on are turned on with it. For example, turning on SMS Messaging Channel also turns on Omnichannel Messaging Workspace. Some features never appear in the list, because they are switched on automatically when another feature needs them.
Turning a feature off also turns off the features that depend on it, and hides their screens. The records they created are kept, so turning it on again brings them back.
Every feature adds menus, permissions and screens. Turn on the features for the work your company does now, and add more later. The use cases list the features each goal needs.
After a feature is on, give the right roles its permissions. The roles named Agent and Supervisor receive their default permissions automatically; see Roles and permissions.
Some features are also set up in one step by a ready-made recipe under Tools > Recipes, such as Omnichannel CRM starter, which turns on the CRM and adds lead, contact and opportunity types. See Leads, accounts and opportunities.
Where the settings are
Site-wide settings live under Settings and Tools. Each screen appears when its feature is on.
| Menu | What you set there | Learn more |
|---|---|---|
| Settings > General | The site name and the site's default time zone. | |
| Settings > Contact Center | Call recording rules, default phone and SMS numbers, approved outside transfer numbers, and secure data capture. | Contact Center settings |
| Settings > Communication > Telephony | The phone provider (for example Telnyx), the default provider and the soft phone options. | Phone and SMS setup |
| Settings > Communication > SMS | The SMS provider (Twilio or Telnyx). | Phone and SMS setup |
| Settings > Artificial Intelligence | AI defaults, the admin chat widget, prompt security and the knowledge indexes. | AI Assistant |
| Settings > DNC Registries | The national do-not-call registries, such as the USA FTC and Canada LNNTE-DNCL registries. | Do-not-call lists |
| Settings > Content Import | Which do-not-call registries every contact import checks. | Do-not-call lists |
| Settings > Phone Number Verifications | The phone number lookup provider. | Phone number verification |
| Settings > User Display Name, Settings > User Avatars | How people's names and pictures are shown. | Users |
| Tools > Features | Turn features on and off. | This page |
| Tools > Recipes | Run ready-made setups. | |
| Tools > Time Zones | The friendly time zone names people pick from. | Time zones |
| Tools > Phone Verifications Queue | The numbers waiting to be checked. | Phone number verification |
Things that need a server, a configuration file or the hosting environment, such as connection strings, are set up by IT. See the Technical Manual.
Which page covers each feature
Find the feature by the name shown in Tools > Features. The feature reference in the Technical Manual lists the technical IDs.
CRM and outreach
| Feature | What it adds | User Manual page |
|---|---|---|
| Omnichannel Management | Contacts, subjects, dispositions, subject flows, campaigns, activity loads, cadences and omnichannel addresses. | Contacts, Subjects, Dispositions, Subject flows, Campaigns, Omnichannel addresses, Load activities, Activities, Managing activities in bulk, Cadences |
| Omnichannel Activities | The activity services behind the CRM. Turned on with Omnichannel Management. | Numbers not in service |
| Omnichannel CRM | Leads, accounts and opportunities. | Leads, accounts and opportunities |
| Omnichannel Messaging Workspace | The shared text inbox, broadcasts and templates. | Messaging workspace |
| SMS Messaging Channel | Texting in the messaging workspace and text entry points. | Messaging workspace, Entry points |
| Omnichannel Messaging Routed Distribution | Hands each new text conversation to one available agent. | Entry points |
| SMS Omnichannel Automation | AI text conversations, cadence follow-ups, and AI answering texts. | Automated AI SMS and voice, Cadences |
| Automated Voice | AI phone conversations over any phone provider. | Automated AI SMS and voice |
Contact center
| Feature | What it adds | User Manual page |
|---|---|---|
| Contact Center | The base of the contact center, its settings and the voice media library. | Contact Center settings, Voice media |
| Contact Center Agents | Agent sign-in, presence and reason codes. | Agent workspace, Agent states |
| Contact Center Agent Entitlements | Which queues and campaigns each agent may sign in to, and their skills. | Skills and entitlements |
| Contact Center Work Distribution | Queues, queue groups, skills and routing. | Queues, Skills and entitlements |
| Contact Center Business Hours | Opening-hours calendars. Also turned on by the features that use it. | Business hours |
| Contact Center Inbound Entry Points | Entry points for your numbers. | Entry points and IVR |
| Contact Center Inbound Voice | Call entry points: welcome messages, phone menus, after-hours handling and voicemail. | Entry points and IVR, Voicemail |
| Contact Center Outbound Dialer | Dialer profiles, preview dialing and queue callbacks. | Dialer profiles |
| Contact Center Paced Dialing | Power and progressive dialing. | Dialer profiles |
| Contact Center Call Recording | Call recording and its rules. | Contact Center settings |
| Contact Center Secure Data Capture | A secure link for customers to type card or bank details. | Contact Center settings, Agent workspace |
| Contact Center Supervision & Live Dashboard | The live dashboard and listen, whisper and barge. | Live dashboard |
| Contact Center Voice Media | Two-way audio for AI phone calls, which a live (realtime) AI conversation needs. | Automated AI SMS and voice |
Phone and SMS providers
| Feature | What it adds | User Manual page |
|---|---|---|
| Telephony | The phone settings screen and extensions. | Phone and SMS setup, Extensions |
| Telephony Soft Phone Extension | The /softphone page the browser extension and Windows app open. | Soft phone, Phone apps |
| Telephony Soft Phone | A phone button on every admin page, and its options. | Soft phone |
| Telnyx | Telnyx as the phone provider. | Phone and SMS setup |
| Telnyx SMS | Telnyx as an SMS provider. | Phone and SMS setup |
| Telnyx AI Voice Agent | AI phone calls over Telnyx, and the AI voice agent choice on call entry points. | Automated AI SMS and voice, Entry points and IVR |
| Asterisk | Asterisk as the phone provider. | Phone and SMS setup |
Reports, compliance and administration
| Feature | What it adds | User Manual page |
|---|---|---|
| Reports | The Reports menu and CSV export. | Reports |
| Reports (OpenXml) | Excel export of reports. | Reports |
| DNC Registry, Local Do Not Call Registry, USA FTC Do Not Call Registry, Canada LNNTE-DNCL Registry | Do-not-call checks on imports and calls. | Do-not-call lists |
| AbstractAPI Phone Number Verification, Veriphone Phone Number Verification, Twilio Phone Number Verification | Phone number lookups that catch dead numbers before you dial. | Phone number verification |
| Content Transfer, Content Transfer (OpenXml) | Importing and exporting contacts and other records as CSV or Excel. | Import and export |
| Content Access Control | Limits who may see a content item by role. | Content access control |
| CrestApps Content Fields | Extra field types for content types. | Content fields |
| User Display Name, User Avatar | Full names and pictures for users. | Users |
| Enhanced Roles | A role picker for content items. | Roles |
| Time Zones | Friendly time zone names. | Time zones |
| Workflows (from Orchard Core) | Automations that react to events. | Contact Center workflows, AI workflows |
Artificial intelligence
| Feature | What it adds | User Manual page |
|---|---|---|
| OpenAI Chat, Azure OpenAI Chat, Azure AI Inference Chat, Ollama AI Chat | An AI provider to connect to. | AI connections |
| AI Connection Management | The screens to manage AI provider connections. | AI connections |
| AI Chat | AI profiles you can chat with, and the website chat widget. | AI profiles, AI chat, Chat widgets |
| AI Chat Admin Widget | A floating AI assistant on every admin page. | Chat widgets |
| AI Chat Interactions | Ad-hoc AI chats without a profile. | Chat interactions |
| AI Chat Session Analytics | AI chat reports. | AI analytics |
| AI Prompt Templates | Reusable instructions for AI profiles. | Prompt templates |
| AI Documents for Profiles, AI Documents for Chat Interactions, AI Documents for Chat Sessions, AI Documents (PDF), AI Documents (OpenXml) | Documents the AI answers from. | Knowledge |
| AI Data Sources - Elasticsearch, AI Data Sources - Azure AI Search, AI Data Sources - PostgreSQL, AI Web Crawlers, AI File Sources | Company data and websites the AI answers from. | Knowledge |
| AI Memory indexing using Elasticsearch, AI Memory indexing using Azure AI Search | The AI remembers preferences of signed-in users. | Memory |
| AI Tool Instances, Orchard Core AI Agent, Model Context Protocol (MCP) Client, Model Context Protocol (MCP) Server, Agent-to-Agent (A2A) Client, Agent-to-Agent (A2A) Host | Tools and outside agents the AI can use, and sharing your AI with other systems. | Tools and agents |
Features not listed here are technical building blocks, or are set up by IT. The feature reference lists every feature.