> For the complete documentation index, see [llms.txt](https://docs.infraon.io/infraon-help/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.infraon.io/infraon-help/infinity-user-guide/workspace.md).

# Workspace

Workspace is a **centralized collaboration and productivity** hub within the Infraon Infinity platform that enables users to **communicate, collaborate, manage operational activities, and interact** with AI-powered assistants from a unified interface.

Key capabilities of Workspace include:

* Real-time communication through **chats and channels**
* **AI-powered assistance** for ticket handling and guided support
* Centralized scheduling for **meetings, events, and activities**
* **Project** collaboration and **task** coordination
* Unified access to operational and **support workflows**

Workspace enables users to:

* Create and track **tickets**
* Communicate through chats and collaboration channels
* Schedule **meetings, events,** and **video** conferences
* Collaborate on projects and operational tasks
* Receive AI-assisted guidance and automated responses

{% hint style="success" %}
Integrated **AI capabilities** further enhance the user experience by providing intelligent assistance, automated responses, ticket recommendations, and guided workflows to accelerate issue resolution and improve collaboration across teams and departments.
{% endhint %}

Workspace contains the following modules:

[Infraon Bots:](/infraon-help/infinity-user-guide/infraon-configuration/bots/bots-assistance.md) Infraon Bots enables users to interact with AI-powered assistants for ticket-related tasks and automated support. Users can create tickets, retrieve ticket details, engage in guided conversations, and hand off chats to technicians when required.

[Chat:](/infraon-help/infinity-user-guide/workspace/live-chat.md) Real-time communication between users and technicians. It supports direct conversations, ticket discussions, notifications, and AI-assisted chat interactions for faster issue resolution and collaboration.

[Channel:](/infraon-help/infinity-user-guide/workspace/channel.md) Channels allow teams to organize conversations into dedicated communication spaces based on projects, departments, teams, or operational activities. It helps users collaborate and share updates in a structured manner.

[Calendar:](/infraon-help/infinity-user-guide/workspace/calendar.md) Calendar helps users manage schedules, events, meetings, shifts, and video conferences. It provides centralized visibility into planned activities and supports coordination across teams.

[Agentic Bot: ](/infraon-help/infinity-user-guide/workspace/agentic-bot.md)Provides conversational AI capabilities within Workspace. It supports natural language interactions for ticket creation, ticket tracking, guided assistance, AI-based responses, and technician handover workflows.

[Project Management:](/infraon-help/infinity-user-guide/workspace/project-management.md) Helps users plan, organize, and track projects and tasks. It enables teams to manage activities, monitor progress, assign responsibilities, and collaborate efficiently within the Workspace environment.

Let’s see each one in detail.

## **Workspace Settings**

Workspace Settings is used to configure **live chat behavior,** **technician allocation, session handling,** and **chat response** settings within the Workspace module. It helps administrators manage live chat operations between requesters and support technicians.

![](/files/559536ab5faf0fc9be0ad884e2fb267c09bf00ba)

### **Live Chat Configuration**

Live Chat Configuration allows administrators to define chat session settings, technician assignment rules, inactivity handling, and support team allocation for live chat operations.

Live Chat Configuration **| Basic Details**

<table><thead><tr><th width="183.4000244140625">Label</th><th width="178.79998779296875">Action</th><th>Description/ Example</th></tr></thead><tbody><tr><td><strong>Chat History Duration (Days)</strong></td><td>Enter duration</td><td><p>Defines the number of days chat history is retained in the system.</p><p></p><p><strong>Example:</strong> 30 days.</p></td></tr><tr><td><strong>Session Timeout (Seconds)</strong></td><td>Enter the timeout value</td><td><p>Specifies the inactivity duration after which the live chat session is automatically closed.</p><p></p><p><strong>Example:</strong> 120 seconds.</p></td></tr><tr><td><strong>Chat Response Timeout (Seconds)</strong></td><td>Enter response timeout</td><td><p>Defines the maximum waiting time for chat responses before timeout handling is triggered.</p><p></p><p><strong>Example:</strong> 120 seconds.</p></td></tr><tr><td><strong>Min Active Live Agents</strong></td><td>Enter minimum value</td><td>Specifies the minimum number of active technicians required for handling live chat requests.</td></tr><tr><td><strong>Agent Allocation Algorithm</strong></td><td>Select allocation method</td><td><p>Defines how chat requests are assigned to technicians.</p><p></p><p><strong>Available options include:</strong><br></p><ul><li><strong>Round Robin:</strong> Assigns chat requests sequentially among available technicians to ensure balanced distribution.</li><li><strong>Load-Based:</strong> Assigns chat requests based on technician workload and availability.</li></ul></td></tr><tr><td><strong>Chat Support Team</strong></td><td>Select support team</td><td>Allows administrators to select the technician team responsible for handling live chat requests.</td></tr></tbody></table>

![](/files/a677dfc8927659aea243f608278df06a6ecec7b2)

{% hint style="info" %}
After adding, click **Submit** to save the configuration. This saves the live chat settings and applies them to Workspace live chat operations.
{% endhint %}

#### **How does it work?**

* Administrators can configure chat session duration, response timeout, and technician allocation settings.
* Incoming live chat requests are automatically assigned to technicians based on the selected allocation algorithm.
* Chat sessions are automatically closed if no activity is detected within the configured timeout duration.
* Chat history is retained based on the configured retention period for audit and tracking purposes.
* The selected support team handles all incoming live chat requests within the Workspace environment.