Workspace settings
Your workspace is the top-level container for everything in Costello: your AI receptionist, channels, knowledge base, and team members. Workspace settings control how the whole setup behaves.
Getting to settings
Click your workspace name in the top-left of the Costello platform, then choose Settings. Alternatively, go directly to platform.costellohq.com/settings.
Workspace name and profile
The workspace name is the internal label your team sees — it doesn't appear to customers. Set it to something recognisable, like your clinic's trading name.
You can also upload a logo or profile picture here. This is used in the Costello dashboard and in any support communications with the Costello team.
Timezone
Set your workspace timezone to match your clinic's location. Costello uses this for:
- Scheduling automations (coming soon).
- Displaying conversation timestamps in the Activity feed.
- Calculating "outside business hours" for handoff rules.
The timezone does not affect response speed — Costello replies 24/7 regardless of timezone settings.
Brand voice
The Brand voice section lets you set a short prompt that shapes how Costello communicates with your customers: formal vs. casual, use of emojis, sign-off style, and so on.
Changes to brand voice take effect immediately on all future replies. Existing conversations are not affected.
Notification preferences
Under Notifications, you can choose when and how Costello alerts you:
- Message cap warnings (at 80% and 95%) — email.
- New handoff — email and/or in-app when a conversation is flagged for a human to take over.
- Disconnected channel — email when a channel loses its connection (usually due to an expired token).
- Team invitations — email when someone accepts or declines an invitation.
Notifications go to the email address on your account by default. You can add additional email recipients for specific notification types.
Deleting a workspace
Workspace deletion permanently removes all conversations, knowledge base content, settings, and connected channels. This cannot be undone.
To delete your workspace, go to Settings → Danger zone → Delete workspace. You'll be asked to type the workspace name to confirm.
If you have an active paid subscription, cancel it before deleting — deletion does not automatically cancel billing.
Next steps
Still stuck? Submit a case →