Everything you can configure about how Arbyn looks, sounds, and behaves lives in one place: Settings. This article walks through the Settings hub itself, then goes deep on the two pages you'll set up first: Agent Identity (the name, tone, and voice your customers see) and Email (your support inbox connection).
What it does
Settings is organized into five groups, so you're never hunting through one long list:
Workspace: your agent's identity, and your business hours and greeting copy.
Channels: your email inbox connection, your chat widget, and your uploaded fonts.
Inbox: how conversations are numbered and closed, saved reply templates, and tags.
AI & Automation: guardrails, escalation triggers, custom rules, and your AI performance reports.
Personal: your notification preferences and your plan and billing.
Where to find it
Settings (in the app navigation). Agent Identity is the first card under Workspace; Email is the first card under Channels.
How it works
Agent Identity, how Arbyn presents itself to your customers
This is where you control everything a customer sees about your agent, not the store, the agent itself. A live preview at the top of the page shows exactly how it'll look in your chat widget header, and updates as you type.
Agent Name. The name customers see signed on emails, and the name shown in your own inbox while a reply is being drafted (for example, "Arbyn is working on a reply…"). Up to 50 characters.
Communication Tone. Five presets: Friendly & Professional, Direct & Concise, Empathetic & Supportive, Formal, or Casual & Friendly. Each one shows you a short preview of what it sounds like before you pick it.
Avatar emoji. One emoji shown next to AI-handled conversations in your inbox. Leave it blank and Arbyn uses your agent's initials instead.
Email Signature. Appended to the end of every email reply your agent sends. Plain text only, it doesn't support HTML formatting.
Brand voice. An open text box (up to 5,000 characters) where you paste your own brand voice guidelines, house style, phrases to use or avoid, that sort of thing. Arbyn follows these alongside whichever tone preset you picked above, so a Formal tone with a playful brand voice guide blends both.
Reply language. Defaults to "Match customer language," meaning Arbyn replies in whatever language each customer writes in. You can pin it to one specific language instead if you'd rather every reply come back in that language regardless of what the customer used.
Further down the same page, under Brand, you can upload a logo for outbound emails and a separate avatar image for the chat widget (if you leave the chat avatar blank, it falls back to your email logo). And under Your identity, you set the name and photo your customers see if a real person on your team ever takes over a conversation directly, separate from the agent's own identity above.
Email, connecting your support inbox
Your store gets a dedicated inbound email address the moment you install Arbyn, no setup required. Any email sent to it is read and answered automatically. You'll find that address on Settings → Email, ready to copy.
Most stores don't want customers emailing a brand-new address, though, they want to keep using the support address they already have. That's what the second card on this page is for: enter your existing support address (like [email protected]) and set up a forwarding rule from your email provider so mail sent there lands in your Arbyn inbox too. Once you've done that, click Send test and Arbyn emails a test message to confirm forwarding is actually working, no guessing required. Changing your support address later never affects your always-on Arbyn address above; it just re-triggers that same confirmation step for the new one.
Reply wording and your email signature aren't set here, they live on Agent Identity, since that's about how the agent writes, not how mail gets connected.
The rest of the Settings hub, briefly
Hours and Greeting (Workspace): set your store's timezone and open hours per day, decide whether email should still auto-reply outside those hours, and customize the greeting text customers see in and out of hours.
Chat (Channels): turn your storefront chat bubble on, and set its position. Full appearance and behavior customization (colors, welcome message, and more) has its own guide in The Chat Widget section.
Font library (Channels): upload and manage custom fonts available to the chat widget.
Inbox (Inbox): controls conversation numbering (each one gets an auto-incrementing ticket number like CS1000, and you can set the prefix and starting number) and how conversations auto-close.
Quick Replies and Tags (Inbox): reusable reply templates your team can trigger with a shortcut, and labels for organizing and filtering conversations.
Guardrails (AI & Automation): what Arbyn is allowed to do with refunds, cancellations, address changes, returns, and subscriptions. Covered in full in Guardrails & safety.
Escalation Triggers (AI & Automation): built-in triggers cover the most urgent situations out of the box, and you can add your own for anything specific to your store.
Custom Rules (AI & Automation): power-user automations that tag, route, snooze, or apply a quick reply automatically at key points in a conversation.
AI Performance (AI & Automation): your conversation volume, deflection rate, CSAT, response time, top intents, and channel breakdown.
Notifications (Personal): which email alerts you receive, for escalations, unhappy customers, a case reopening, and billing events.
Billing (Personal): your current plan and usage. Covered in full in Arbyn's plans and how conversation limits work.
Good to know
Agent Identity controls how the agent sounds, not what it knows. Tone and brand voice shape the writing style; what Arbyn actually knows about your store comes from your product catalog, policies, and uploaded documents elsewhere in the app.
Your always-on Arbyn inbox address never changes, even if you edit or remove your forwarded support address later.
The merchant identity fields are separate from the agent's. They only appear to a customer when a real person on your team takes over a conversation directly, the agent still shows its own name and avatar the rest of the time.
Every settings page saves independently. Changing your agent's tone doesn't touch your guardrails, and reconnecting your email doesn't touch your brand voice.
FAQ
Do I have to use my own support email address? No. Arbyn gives you a working inbox address automatically, and forwarding your own address is entirely optional if you'd rather customers keep emailing the one they already know.
Can I change my agent's name after I've already started using Arbyn? Yes, any time, from Agent Identity. It takes effect immediately on new replies.
Where do I set the message customers see outside business hours? That's on Hours and Greeting, alongside your schedule and timezone.
Does the tone I pick limit what I can say in my brand voice notes? No, they work together. The tone preset sets the overall style; your brand voice notes add specific guidance (phrases to use, things to avoid) on top of it.