Assist Settings can be managed at two levels:
Business-level (Global): applies across your entire business
Location-level: overrides or adds store-specific details for one location
This is especially important if you have multiple stores with different hours, pricing, services, or escalation contacts.
Business-level (Global) settings
Go to Contact Center → Assist Settings and use the left submenu:
1) Configuration (Global)
This is where you manage the core Assist behaviors for the business:
Support/escalation behaviors (toggles like enabling support, bypassing call transfer, sharing laundry card balance, etc.)
Default escalation routing (Default Escalation number, Displayed Caller ID, and Escalation Rules)
Escalation rules editor includes + Add rule and a Save button
2) FAQs (Global)
This is your main FAQ library.
These FAQs are used by Assist phone + SMS agents.
This info is shared across all your locations.
You can add locations to adjust FAQs individually for each store.
When to use Global FAQs
Same answer for every store (e.g., “We accept credit cards,” “We offer wash & fold”).
Company-wide policy (refund policy, lost-and-found policy).
When NOT to use Global FAQs
Anything that changes per store: hours, nearby landmarks, store-specific services/pricing, store manager phone, etc.
Location-level settings (per store)
In Assist Settings, use the Locations list in the left panel (example: “Spin Works”). Click a location to open its tabs:
Location tabs you’ll see
Basic Info
Services & Pricing
Escalation Settings
FAQs
1) Basic Info (Location)
Use this for store-specific identity and context:
Alternate Names (so Assist recognizes what callers mean)
Location Info card
In Location Details, you can add:
Announcements (Optional) (special messages Assist can share)
FAQs (Optional) with Question / Answer fields and + Add FAQ
Hours of Operation card
Use this area for details that help callers find you or understand local specifics.
2) Services & Pricing (Location)
This is where you define store-specific offerings and details.
Click + Add Category
In Category (side panel), you can enter:
Category (dropdown)
Category Message (Optional)
Services (including “Custom” + “Enter custom service name”)
Service Details (Optional)
+ Add FAQ
+ Add Service
Save when done
Use this when services/pricing differ by location (even slightly).
3) Escalation Settings (Location)
This controls how call escalations work for that store.
Cents-issued number
Location Escalation Number
Escalation Rules
Use rules to route certain caller intents (like “manager” or “commercial accounts”) to the right person.
In Escalation Rules, click Edit
Add a Rule (example: “If someone is calling for the manager”)
Set Transfer to phone number (the UI expects a full phone format, e.g. +1XXXXXXXXXX)
Click Add rule to create more rules (optional)
Save
Use location escalation settings when each store has a different manager or phone number.
4) FAQs (Location)
This is where you override Global FAQs or add store-only answers.
Pick an existing FAQ from the FAQ dropdown
Enter the location’s Answer
Click + Add FAQ to override/add more
Save (bottom-right)
How overrides work (simple rule)
If a location has an override answer for a given FAQ, Assist uses the location answer.
If not, Assist uses the global answer (if provided).
A practical setup pattern (recommended)
Start Global: enter anything true for all stores (policies, general services, payment types).
Go Location-by-location:
Basic Info: announcements, alternate names, hours
Services & Pricing: categories/services unique to that store
Escalation Settings: store manager routing
Location FAQs: override any global FAQ that differs