Configure Communication Profiles, Templates, and SLA Policies
Manage organization email behavior, reusable content, labels, preferences, and service-level indicators.
Before you begin
Use an account authorized to manage organization communication settings. Confirm the connected email account, sending identities, team process, approved signatures, response templates, topic labels, and service-level expectations before changing shared configuration.
How it works
Communication settings organize profiles, signatures, preferences, labels, topic labels, templates, and SLA policies. Profiles determine supported sending identity. Templates provide reusable content. Labels classify work. SLA policies supply timing indicators used in the ticket workspace.
Step-by-step
- Open organization Email Settings or the supported Communications settings area.
- Review connected profiles and confirm which identity each team uses.
- Configure approved signatures and verify their formatting.
- Review preferences that affect the organization communication experience.
- Create labels and topic labels with clear, non-overlapping meanings.
- Add templates without embedding case-specific private data.
- Define SLA policies that match actual service commitments.
- Save settings and open a controlled ticket to verify the resulting display.
- Ask a typical user to confirm the workflow with their assigned role.
- Review settings as mailboxes, teams, or expectations change.
Check your result
Users can select the correct sending profile, signatures and templates render as expected, labels classify tickets consistently, and SLA indicators reflect the configured policy. Settings belong only to the intended organization.
Common problems
A profile cannot send: inspect connection authorization and profile configuration.
A signature appears twice: check whether both the external mailbox and CapitalOS add one.
Templates become inaccurate: assign an owner and review reusable content after process changes.
SLA indicators seem wrong: compare policy conditions, ticket timestamps, status, and time settings.
Permissions and data notes
Shared communication settings can affect many users and outbound messages. Restrict editing to authorized roles, test changes with non-sensitive content, and avoid promises the organization cannot meet. Templates and signatures must not contain secrets.