Teams
01Create teams
Set support, billing, technical, success, and admin groups as needed.
Docs
Configure teams, permissions, routing, and control.
Settings define the operating boundaries: who can access data, approve actions, edit workflows, manage sources, and connect systems.
Create teamsAssign rolesSet approval rulesConfigure routing
Settings
control and review
admin controls
Settings and roles
policy enforced
Role matrix
Agent
reply, tag, assign
no billing actions
Manager
approve workflow overrides
queue admin
Admin
sources, integrations, roles
full control
Routing policy
VIP
manager queue
if sentiment negative
Billing
finance approval
refund preview only
SLA
warn at 80%
escalate at 100%
Audit
Changed by
Ibrahim M.
demo admin
Change
refund role boundary
11:12
Review
monthly governance
scheduled
access01
Define roles
Admins separate support work from sensitive operations.
policy02
Set policies
Routing and approvals are configured as operating rules.
audit03
Review audit
Every setting change remains inspectable.
Docs overview
Settings
Settings define the operating boundaries: who can access data, approve actions, edit workflows, manage sources, and connect systems.
How it works
control and review
01
Create teams
Set support, billing, technical, success, and admin groups as needed.
02
Assign roles
Define who can view data, manage sources, edit workflows, or approve actions.
03
Set approval rules
Require review for refunds, account changes, exceptions, and sensitive replies.
04
Configure routing
Map teams, queues, response-time thresholds, and escalation paths.
Configuration flow
Recommended settings order.
Roles
02Assign roles
Define who can view data, manage sources, edit workflows, or approve actions.
Approvals
03Set approval rules
Require review for refunds, account changes, exceptions, and sensitive replies.
Routing
04Configure routing
Map teams, queues, response-time thresholds, and escalation paths.
Audit
05Review audit access
Decide who can inspect source, tool, approval, and override history.
Settings areas
What each setting controls.
Area
Controls
Risk if missing
Area
Teams
Controls
Owners and queues
Risk if missing
Unassigned tickets
Area
Roles
Controls
Data and action access
Risk if missing
Overexposure
Area
Approvals
Controls
Sensitive action review
Risk if missing
Unsafe execution
Area
Sources
Controls
What Aura can cite
Risk if missing
Wrong answers
Common mistakes
Settings guardrails.
01
Do not give every user admin access
02
Separate billing permissions from general support
03
Require approval for financial actions
04
Review source managers
05
Test escalation routes after team changes
Related pages
See what to read next.
Docs
Workflows
Workflows decide how tickets are tagged, assigned, escalated, approved, and audited across channels and teams.
Docs
Inbox
The inbox docs explain channel connection, ownership, tags, summaries, handoff, internal notes, and response-time handling.
Docs
Get Started
Set up organization, knowledge, channels, workflows, preview answers, and a low-risk pilot before expanding automation.
Review settings
Set governance before scaling automation.
Permissions and approval rules keep support work reviewable.