# 11.Voice calls
# Voice calls | Item | Details | |—|—| | Who it is for | Agents answer; administrators configure the channel | | Menu location | Left sidebar **Calls** (only when enabled); channel under **Settings → Inboxes** | | Plan…
Ellen . Lee
# 12.Channels and inboxes
# Channels and inboxes | Item | Details | |—|—| | Who it is for | Administrators | | Menu location | **Settings → Inboxes** | | Plan dependency | Inbox count uses `inboxes`. Some channels need extra feature flags…
# 13.Agents
# Agents | Item | Details | |—|—| | Who it is for | Administrators | | Menu location | **Settings → Agents** | | Plan dependency | Headcount uses `agents` seats. Administrators consume a seat too | Agents are…
# 14.Teams
# Teams | Item | Details | |—|—| | Who it is for | Administrators create; agents see their team queues under Conversations → Teams | | Menu location | **Settings → Teams** | | Plan dependency | Team management…
# 15.Custom roles
# Custom roles | Item | Details | |—|—| | Who it is for | Administrators | | Menu location | **Settings → Custom roles** | | Plan dependency | Requires Custom Roles | Layer finer permissions on top of…
# 16.Labels
# Labels | Item | Details | |—|—| | Who it is for | Administrators maintain; agents apply labels on conversations / contacts | | Menu location | **Settings → Labels**; Conversations / Contacts sidebars also list labels marked “Show…
# 17.Custom attributes
# Custom attributes | Item | Details | |—|—| | Who it is for | Administrators define; agents fill in | | Menu location | **Settings → Custom attributes** | | Plan dependency | Usually on by default | Add…
# 18.Automation
# Automation | Item | Details | |—|—| | Who it is for | Administrators | | Menu location | **Settings → Automation** | | Plan dependency | Rule count uses `automations`. Delayed execution is usually on by default |…
# 19.Macros
# Macros | Item | Details | |—|—| | Who it is for | Administrators configure global macros; agents can create personal macros and run them | | Menu location | **Settings → Macros**; also runnable from the conversation right…
# 20.Canned responses and templates
# Canned responses and templates | Item | Details | |—|—| | Who it is for | Agents use them; administrators maintain global content | | Menu location | **Settings → Canned responses**; **Settings → Templates** (WhatsApp, etc.) | |…