Sparkforge Agent Platform Settings: Locations, Teams, Dispositions, FAQs

The Settings area is where you wire the Sparkforge Agent Platform to your locations, build the agent team, and define how conversations are tracked and reported.

Add a Location

1. Go to Settings > Locations and click Add Location.
2. Pick the location from the dropdown to import it.
3. Optionally choose a default calendar and set a priority.
4. Select the agents who can handle conversations for this location.
5. Add an optional note that will surface under Settings > Announcements for those agents.
6. Click Add Location.

Priority is a generic ranking system so you can order locations by timezone, SLA, or any other criterion.

Add Team Members

On Settings > Team, add team members as agents or admins. Each new member gets an email with a link to set their password.

How Conversations Get Assigned

Inbound conversations auto-assign round-robin to online agents configured for the relevant location. Once a conversation is assigned, every follow-up message from that contact stays with the same agent — even if they go offline.

Configure Webhooks

From Settings > Company, configure webhooks for the events your team needs to react to:

Common keys delivered with each event include type, location name, priority, agent email, conversation count, contact ID, and contact name. Disposition and appointment events also include disposition name, tag, or appointment ID.

Set Up Dispositions

Dispositions tag conversations as they close so you can track outcomes.

• Disposition name and short name.
• Optional tag applied to the contact when the disposition is assigned.
• Whether comments are allowed and whether they're mandatory.
• Reorder dispositions to control the order shown when an agent ends a chat.

System Dispositions

• Waiting for the customer's response — auto-assigned when an agent closes the conversation while waiting.
• Appointment Booked — auto-assigned when an agent books an appointment.
• Autoclosed — assigned when conversations are paused, an Agent Bypass tag is hit, or a Send-to-Agent tag is applied.

Disposition Comments

Comments entered with dispositions are listed under Settings > Disposition Comments. Filter by location, disposition name, agent, or date. Use the download button to export to Excel.

FAQ Templates and Location FAQs

FAQs help agents answer fast. Each new FAQ ships with a default question set; click Add FAQ to write your own.

To collect answers from clients, send them to https://app.sparkforge.com/v2/location/<locationid>/settings/agent_faq. The user needs the Agent Service tab enabled under user permissions.

How Template Assignments Merge with Locations

• Question on the template, not on the location — added to the location.
• Question on both, blank answer on the template — the location's answer is preserved.
• Question on both, valid answer on the template — the template overrides the location.

Custom values can be inserted into answers using the icon next to the answer box.

Reports

Agent Leads Report

Includes location ID and name, location address, conversation ID, contact ID, lead name, agent name, disposition name, channels (SMS, email, phone, Instagram, Facebook, GMB, reviews), disposition date, conversation start, and conversation end.

Agent Performance Report

Available for selected or all locations across a date range, with a 90-day maximum window.