Per-module settings
The Settings sections that belong to Smart Chat, CDP and Outbound. The General ones are in General.
Smart Chat
Channels
Configure your communication channels to improve customer service. This is the section that unlocks the most: without a connected channel, there are no conversations to handle.
There are ten: WhatsApp, Instagram, Facebook Messenger, TikTok, Web chat, Biky Widget, Web form, Code builder, Meta forms and Call lines. What each one is and how it connects is in Connecting the channels.
This is also where a line's WhatsApp calls are enabled: see WhatsApp calls.
Spaces
Centralize and filter your messages into inboxes, organize your team and improve customer service.
A space is a sectioned inbox: an inbox of its own for one area or one location — Sales, Customer service, the Medellín branch. Every conversation lands in a space, and each team member only sees the spaces assigned to them.
They are created with Add new Space and one is marked as primary. Each space has a color, the one that tints the channel icon in the Smart Chat chat list.
There is also a switch: Separate bulk-send chats — chats whose last activity is a bulk send leave the «All» filter and stay in the «Bulk» filter. They return to the inbox when the contact replies.
Turn on bulk separation
Without it, an Outbound campaign to a thousand contacts floods the whole team's inbox with chats nobody has to handle yet.
How to create a space
- Add new Space and give it a name the team understands: the area or the location, not a code.
- Pick its color. It is not decoration: it is what later tells its conversations apart in the chat list when you look at all spaces at once.
- Save it and go to Settings → Team to assign it to the people who will work it. A space with nobody assigned gets no attention.
- In Channels, assign to the space the channels whose conversations should land there.
Space groups
Create groups for your Spaces. Organize by teams, accounts or projects.
One level above the space, for when you have many: you group Sales Bogotá, Sales Medellín and Sales Cali under a Sales group and work with the whole group. Created with Add new space group.
With two or three spaces you do not need them.
Typification
Create typification labels to categorize your conversations when closing them.
These are the closing reasons that appear when closing a chat: Sale made, General information, Customer not interested, Complaints…
Each typification also has an Ignore for AI option, so that closing does not count in the agent's training. Use it on reasons that say nothing about service quality (test, duplicate chat).
The reasons feed the Close reason distribution block in Metrics.
Few and distinguishable
Ten similar typifications make the team always pick the first one. Define the ones you will actually want to count at the end of the month.
Quick replies
Create, organize and customize quick replies to speed up your conversations and frequent tasks.
The predefined messages the team inserts by typing / in the Smart Chat composer. They are organized by type — Text, PDF, Image and Video — and created with Create quick reply.
The screen suggests a few to start with ("Thanks for your interest, here are the details", "Let's fix it in 3, 2, 1… 🚀").
Each person can also keep their own, under User → My quick replies.
Templates
Create WhatsApp templates to send bulk or personalized messages quickly, clearly and approved by our providers.
WhatsApp templates are the messages Meta has to approve before you can send them. You need them to start a chat with someone who did not write you first, and for Outbound campaigns.
New template creates one and submits it for review; the table shows Name, Category and Status (Meta's approval takes a while), and filters by channel and category.
How to create a template
What makes this form unlike any other is that in the end you don't decide — Meta does. That is why it pays to create them early, before the campaign is ready.
- New template, and pick the channel (the line it will be sent from) and the category: marketing for promotions, utility for confirmations and notices about something the person already asked for. The category affects both cost and the odds of approval.
- Write the body. Wherever a detail changes per person — the name, an order number — use a variable, not fixed text.
- Submit it for review. It sits as pending.
- Wait for Meta's answer. If it comes back rejected, the reason is almost always promotional language in a template declared as utility, or text promising something that isn't delivered.
No approved template, no campaign
A template can take hours or more to be approved, and there is no way to speed it up. If the campaign goes out on Monday, the template is not created on Monday.
CDP
Contact status
Create custom statuses to organize, segment and better understand your contacts' current situation.
The status is a person's situation label: New customer, Potential customer, Recurring customer, Supplier, Team member, VIP customer. It is what shows and is edited in the contact card, what enables the CDP bulk edit, and one of the most used filters when building a segment.
Created with Create contact status.
Contact fields
Field configuration — You can enable or disable CDP fields as you need.
Here you turn on and off the fields your operation uses, grouped into Primary data, Demographic, Transactional and Personality. What you turn off stops appearing on the contact card and in the CDP filters.
It is not about creating new fields, but about deciding which of the existing ones you want to see.
Turning off helps too
A card with forty empty fields makes the team fill in none of them. Leave on the ones you actually use.
Sales fields
The same for SalesCards: you enable or disable the sales fields, grouped into Primary data and Billing.
Outbound
SMTP domain
Configure the domains for your email campaigns.
The domain your emails go out from. It is the one that shows up in the selector when you create an email campaign, and until it is verified you cannot send: the emails don't go out, or they go out and land in spam.
The reason lies with the email providers, not the platform. Gmail and Outlook distrust anyone sending on behalf of a domain without being able to prove it is theirs, so you have to prove it once, with DNS records.
Step 1 · Create the domain
Type it into Create new domain — just the domain, no https:// and no @ — and hit Create.
It appears in the list with a red dot and the status Unverified. Creating it sends nothing and notifies nobody: it just records that you want to use it. If you don't see it in the list, reload the screen.
Step 2 · Create the DNS records
This step is not done in the platform, but wherever you manage the domain: Cloudflare, GoDaddy, your hosting provider. If you are not the one managing it, this is the part you have to ask someone else for, which is why it pays to start it early.
There are four records, and each answers a different question:
| Record | What it is for |
|---|---|
| Verification TXT | The proof that the domain is yours. It is a unique value Keybe generates for your account: if you can publish it in the DNS, it is because you control the domain. |
| DKIM (two of them) | The signature on each email. It lets the receiving server check that it really came from your domain and that nobody altered it along the way. |
| DMARC | The instruction on what to do with emails that fail that check: ignore them, send them to spam or reject them. |
Keybe provides the actual values: the How do I configure my domain? link, at the top of the same screen, leads to the step by step for your account.
Step 3 · Wait for propagation
DNS changes are not instant: they take anywhere from a few minutes to 24 or 48 hours to be visible worldwide. It does not depend on the platform and there is no way to speed it up.
Step 4 · Verify
Go back to SMTP domain and press the ✓ on the row (Verify domain).
What that button actually does
It does not open a request or file something for someone to review by hand. The platform queries your domain's DNS right then and looks for the step 2 records. If they are there, the dot turns green and the status becomes Verified. If not, the domain stays as it was.
That is why you can press it as many times as you like, and why it normally fails the first time: there is nothing to wait for on our side, only for DNS to propagate.
Once verified, the domain shows up in the sender selector when creating an email campaign.
The trash can removes the domain from the list. It does not touch your DNS: the records are still there and have to be removed separately if you no longer want them.
It is what delays a first email campaign most
Of every requirement for sending, this is the only one that depends on a third party. Ask for it on day one, not the week of the campaign.
Outbound templates
Create and manage your outbound templates for the Email and SMS channels.
The email and SMS templates for campaigns — different from WhatsApp templates, which need Meta's approval. Created with Create template; the table shows Name and Description.