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Audience

  • Workspace owners/admins
  • Team administrators managing users, workspaces, and data controls

Prerequisites

  • Access to settings in target workspace
  • Appropriate admin role permissions

Settings areas covered

Organisation management

  • Manage organisation-level membership and ownership actions.
  • Control invite/member lifecycle at organisation scope.
  • Resend a pending invitation without creating a second member record.

Workspace management

  • Manage workspace-level structure and operational configuration.
  • Validate active workspace context before making changes.
  • Creating a new workspace does not automatically activate a subscription plan for that workspace.
  • Complete billing/subscription setup later from the in-app subscription flow when needed.

SMS — Don’t message someone in an SMS campaign if

Open Settings → Advanced and set Don’t message someone in an SMS campaign if. Follow-ups inside a campaign are never affected by this rule. It is the default rule for every new SMS campaign, and it stops your team texting the same person twice across different lists, different campaigns, or different months. Each campaign shows the rule in its Volume menu and can change it for that campaign only.
  • Options: Message everyone, they were messaged in the last 30 days, 90 days, 180 days, they’ve ever been messaged.
  • The default is “they’ve ever been messaged”. Unless an admin changed this setting, a new campaign skips anyone your workspace has ever texted in a campaign. To text people again by default, pick Message everyone in Settings → Advanced. See What changed for existing workspaces below.
  • The window matches on the contact record and on the mobile number the text goes to. A person stored as two contact records on one mobile is messaged once. Two people who share one mobile, such as a household, also count as one: messaging one of them skips the other. One campaign texts each mobile once. To reach the second person, create a separate campaign set to Message everyone on this list after the first text has gone out. If that campaign is scheduled or sending before then, the first campaign skips the first person instead.
  • Only campaign messages that reached the carrier count. Inbox replies, messages your team sends from the Inbox, and AI sends never block a campaign.
  • Messages that failed at the carrier do not count, because they never reached a handset. Retry failed picks up exactly those people.
  • A retry is still checked against the window at send time. If another campaign texted that same contact, or their mobile, in the meantime, the retry is skipped as Messaged before and is not charged. To reach those people, build a new campaign set to Message everyone on this list before you launch it.
  • Each campaign locks in the window when it is created. Changing this setting affects campaigns created afterwards; a draft, scheduled, or sending campaign keeps the window it was created with.
  • An operator can change the rule for one campaign in the Volume menu, from Message everyone on this list to any window, without touching this default. Message everyone applies to everyone in that campaign, not only the people messaged before.
  • The rule is set before launch and cannot be changed afterwards. A campaign that is scheduled, sending, or finished shows a Messaged anyway badge on its page when it was set to message everyone, but the setting is read-only from that point. To send to skipped people, create a new campaign.
  • Deleting a campaign does not un-suppress the people it messaged. The send happened, so it still counts towards the window.
Skipped recipients appear as Messaged before on the campaign page, and are not charged. See Create an SMS Campaign and SMS Campaign Scheduling and Send Status.

Workspace notifications

Open Settings → Notifications to choose which events notify your workspace, by email, SMS or both, and who receives them. Each event has its own switch, its own channels and its own recipients:
  • Credits used up — sent to the workspace owner once per billing period, the moment your workspace has used all the credits included in its plan. Further usage this billing period is billed as overage. On by default.
  • Credits 80% used — sent to the workspace owner once per billing period, the moment your workspace has used 80% of the credits included in its plan. On by default.
  • Custom credit alert — paid monthly plans only: sent once per billing period when your workspace reaches a percentage of its included credits that you choose. Off until you set it — see Add your own credit alert.
  • Integration disconnected — sent to all workspace admins when a CRM or portal integration disconnects and stops syncing. On by default.
  • Campaign started — sent to all workspace admins when an SMS campaign starts sending, naming the campaign, its audience size, and who created it. For a Spread over time campaign it says which batch went out (for example “batch 1 of 7, 50 contacts”) and when the next and last batches send, because only the first batch goes out at that moment. On by default.
  • Next batch coming up — sent to all workspace admins 30 minutes before each later batch of a Spread over time campaign, naming the batch, how many contacts it sends to, its time, and a link to the campaign so you can pause it first. It is on by default, and it appears only in workspaces that have Spread over time. A paused or cancelled campaign sends no heads-up. If two batches are less than 30 minutes apart, the heads-up for the second arrives as the first one sends.

When the credit alerts arrive

The credit alerts check your usage after any credit use, not only after calls. An SMS campaign, an inbox reply, a Prompt Studio test or a call can each be the moment your workspace crosses the line, and the alert goes out straight away.
  • The credit alerts cover every monthly plan with included credits. Two exceptions: older legacy-priced plans, and accounts where Voqo covers billing for you, don’t receive them.
  • Pay As You Go workspaces don’t use these credit alerts. They use low balance emails and auto-recharge instead, configured in Plan & billing — see Pay As You Go.
  • Every credit alert is listed on every workspace. When your workspace can’t receive one, its switch is greyed out and the reason shows under it. For example, a Pay As You Go workspace sees Pay As You Go workspaces use low balance emails, configured in Plan & billing. On the Free plan, Custom credit alert shows Available on paid monthly plans. Your saved settings are kept, so they come back if your plan changes.
  • Each alert is sent once per billing period. If your workspace jumps past both lines at once, you get only Credits used up. If you’ve switched Credits used up off, you get Credits 80% used instead.
  • When you change plan, the alerts start again against your new plan’s included credits.
  • The alert counts each charge the moment it happens, while the usage shown on your Billing page can lag by a few minutes. You might therefore receive Credits 80% used while Billing still shows 78% or 79%.

Add your own credit alert

Settings → Notifications also lists Custom credit alert, which works on paid monthly plans. It is its own alert, like Credits 80% used and Credits used up, with its own switch, channels and recipients.
  • In Alert at, enter a whole number from 1 to 100 and select Save. The alert switches on, and you get it when your workspace reaches that percentage of its included credits.
  • It is sent once per billing period, beside the built-in alerts. If you choose 80 or 100, you get it as well as the built-in alert at that line.
  • If you change the number during a billing period, the new number sends once when your workspace reaches it — straight away on the next credit use if it has already passed it. Going back to a number that has already sent this period sends nothing more.
  • Use the switch to pause and resume it. The switch stays off until you save a number. Saving a new number while it is paused switches it back on.
  • Clear the field and select Save to turn it off.
  • On a paid plan your agents keep working after the included credits are used. Further usage is billed as overage.

What notifications cost

Every workspace notification uses credits, and each channel shows its price next to its tick box: Notification SMS are always kept to a single message. To keep that guarantee, Voqo sends them in plain characters: accents become plain letters (é becomes e), and emoji are left out. If a campaign or integration name is too long to fit, Voqo shortens it. For a Spread over time campaign, Voqo may also leave out the next and last batch times. Switching an event off, or removing a channel, stops its cost.

What changed for existing workspaces

  • Free credits used up and Free credits 80% used are now Credits used up and Credits 80% used, and they now cover paid plans too. Your saved switches, channels and recipients carry over.
  • Campaign started, Next batch coming up and Integration disconnected are on by default, by email. If you never changed them, they send. If you switched one off, your saved choice stays. Each email uses credits — see What notifications cost.
Each event shows its default recipients (Workspace owner or All workspace admins) until you customise them. Select Edit on any event to add specific workspace members, free-typed email addresses, or both — your chosen list then replaces the default for that event only. Turning an event’s switch off stops its email and SMS without discarding your saved recipients, so switching it back on later restores them. Only workspace admins and owners can change notification settings; other members can view the list but not edit it.

What changed for existing workspaces

Your composer used to carry its own Exclude previously messaged contacts tick, switched on by default. That tick, the Excluded · previously messaged badge it put on contact rows, and the “Some contacts were already messaged” confirmation have all been replaced by this one workspace setting. Your workspace now starts at they’ve ever been messaged, unless an admin already picked another option. A new campaign skips anyone your team has texted in a campaign before. Campaigns created before this change keep the rule they were created with. To text people again on purpose, pick Message everyone on this list or a shorter window in that campaign’s Volume menu. To change the default for every new campaign, pick another option in Settings → Advanced. The window is a workspace policy every operator inherits, and Voqo re-checks it as each message goes out — so a colleague’s campaign in between still stops a duplicate.

Data management

  • Manage categories/taxonomy and data-organization controls.
  • Apply changes carefully to avoid downstream reporting confusion.

Role boundaries

  • Owner/Admin: required for high-impact settings and membership changes.
  • Member/Operator: typically limited view or no write access to admin tabs.
If actions are blocked, verify role and workspace context first.

Expected result

Admins can complete governance actions without cross-workspace confusion and with clear permission expectations.

Invitation behaviour

  • If a team member is still Pending, you can resend their invitation from organisation settings.
  • Resending a pending invitation sends a fresh link to the same email address and keeps the same pending member record.
  • If the invite email fails to send, the pending invitation is still saved so you can resend it again later.

Troubleshooting

Cannot access settings tab

  • Confirm current workspace context.
  • Confirm account role includes required admin permission.
  • Retry using owner/admin account.

Updates not visible to team

  • Refresh workspace context and affected pages.
  • Confirm changes were applied in the intended workspace.

An SMS campaign is skipping contacts I want to message

Those contacts were texted by your workspace inside the campaign’s window. If the campaign is still a draft, open Volume and choose Message everyone on this list or a shorter window. To change the default for future campaigns, set Settings → Advanced → Don’t message someone in an SMS campaign if — a campaign created before the change keeps its own rule.
  • Ask them to finish signup with the same email address that was invited.
  • Voqo matches the invited email to the pending member record and completes the invited account instead of creating another team member.
If unresolved, contact support@voqo.ai with workspace ID, user role, and tab/action attempted.