Account Settings in Mumble

Summary

The Settings area in Mumble is divided into three tabs that handle three separate identities: your Mumble user (Personal Profile), your business as customers see it on WhatsApp (Business Profile), and the operational settings of the account (Technical Profile). This article walks through each tab, what every field does, and when it affects things outside Mumble itself.

How the Settings area is structured

The Settings area is presented in three tabs at the top of the screen:

Personal Profile. Your Mumble user identity, your Meta connection details, two-factor authentication, and login history.
Business Profile. The business details customers see on WhatsApp. They are synced to your WhatsApp Business profile, so changes here affect what a customer sees when they tap your business name in the chat.
Technical Profile. API key, webhook, default routing, time zone, and other settings that affect how the system behaves.

At the bottom of each tab there is an “Update details” button that saves the changes for that tab. The Personal Profile tab is the default when you enter the area.

Access and permissions

Access to each tab is gated by permission. The Personal Profile is personal to each user, and every agent edits their own details. The Business Profile and Technical Profile, by contrast, are account-level assets. In practice only a Department Manager and an Admin can see and edit them. Agents and Team Managers will not see these tabs, so if someone on your team needs to update operating hours or the business name, make sure they have the right permission.

Personal Profile

The first tab, and the one every agent sees (each with their own data). It is divided into four areas: user editing, Meta details, two-factor authentication, and login history.

User editing

Your identity inside Mumble. Three fields:

Full name. Up to 30 characters. The name that appears in the agent list and everywhere the system shows the agent handling a conversation.
Email. Used to log in. Unique within the account.
Personal phone number. With a country-code selector. Different from the business WhatsApp number, and used to identify the user (including for sending 2FA codes).

Meta details

The account’s connection details to Meta’s WhatsApp Business API. They are populated automatically during the initial connection to Meta, and appear here for editing or troubleshooting:

Token. The access token for the WhatsApp Business API.
WABI. The WhatsApp Business Account ID.
Phone Number ID. The unique identifier of the business’s WhatsApp number.
Business phone number. The number you send messages to customers from.

These four fields are sensitive. The token in particular grants full sending permission on WhatsApp. Do not share them in chats, open emails, public screenshots, or support tickets. If the token has leaked, renew it with Meta immediately.

Payment details at Meta (not in Mumble)

Below the Meta details there is a link: “Click here to add payment details,” which leads to Meta’s billing page. This is one of the most common points of confusion during onboarding: your Mumble subscription does not cover Meta’s charges for conversations. Meta charges for every inbound and outbound conversation by category (Marketing, Utility, Authentication), and requires its own payment method. Without payment details entered at Meta, messages simply will not be sent.

Two-factor authentication

A Yes/No choice. Enabled by default, and a setting you should not turn off. The code is sent to the agent on WhatsApp to the personal phone number defined in the field above. If WhatsApp is unavailable at that moment, you can request the code by email as a backup. When you disable two-factor authentication, a warning appears: “Disabling two-factor authentication will reduce the protection of your account.”

Login history

A log of your user’s recent logins. Each row includes the username, login method (for example otp), device and browser identification, location, timestamp, and IP address. It is worth reviewing this log periodically, especially if the password was changed recently or you suspect that someone external accessed the account.

Business Profile

The second tab. Here you define the identity of the business as the customer sees it on WhatsApp. The fields are synced to your WhatsApp Business profile, so a change here changes what every one of your customers sees when they tap the business name in the chat.

If the account is in Coexist mode, the change will not go through Mumble

An account in Coexist mode is an account that runs the same number both in the WhatsApp Business app and through the Cloud API in parallel. In this mode you cannot edit the business profile through Mumble or through the API. The change must be made directly in the WhatsApp Business app on the phone. This is a Meta limitation, not a Mumble one. Mumble can only display the existing details. If you find that changes in the tab are not saved or do not appear to customers, it is very likely that the account is in Coexist mode.

Business details

Business name. Up to 30 characters. The name that appears in the profile header on WhatsApp.
About. A short line that appears beneath the name, up to 120 characters. A slogan, or a one-line description.
City, street, house number. The physical address of the business. Appears in the profile and is especially useful for businesses with a physical location that customers look up.
Business email. Appears in the profile for external communication.
Website. A full URL. It is best to include https.
Description. A longer text, up to 250 characters. A broader explanation of the business, what you do, and what is unique about you.

Operating hours

At the top of the area there is a master toggle that turns the feature on or off. When it is on, each day of the week has a toggle and a time-range selector. Days whose toggle is off are treated as a closed day. The operating hours are displayed to customers and are also used in the logic of the automatic away message when the business is closed (see below).

Away message when the business is closed

A text field, up to 150 characters. When a customer sends a message outside the defined operating hours, Mumble replies automatically with this message, alongside the list of operating hours so the customer knows when to expect a reply. This is one of the easiest features to miss during onboarding, and also one with the highest immediate payoff. Customers who get an automatic reply right away, even outside hours, feel that they were taken care of.

Profile picture

The business profile picture on WhatsApp. It too is synced to WhatsApp. File limits:

JPG or PNG format only.
Up to 5MB.
Up to 640 pixels.

Technical Profile

The third tab, and in many ways the most important for day-to-day operations. Every setting here affects how the system behaves behind the scenes: routing, integrations, conversation behavior, and more. We will review the settings by group.

Security and integrations

Automatic sync of message templates from Meta. Yes/No. When enabled, templates that were approved or rejected at Meta are updated automatically in Mumble’s templates tab without the need for a manual sync. Most customers want this enabled. Turning it off creates a gap between what Meta shows and what Mumble shows.

API key. The authentication token for Mumble’s REST API. Next to the field there is a “Copy” button and, further on, a link to the API documentation at app.mumble.co.il/mumbleapi/docs. As sensitive as a password. Anyone who has the key can perform actions on the account through the API.

Forward message to webhook. A URL field, up to 255 characters. When set, Mumble sends a POST to the address for every inbound message from a customer. Note the scope: this webhook only captures inbound messages from customers, not other events. Outbound status updates (delivered, read, failed), list changes, conversation closures, and the like must be handled through automations, not through this webhook.

Which Mumble webhook fits which need
Source	What it captures	Scope
Settings → Technical Profile → Webhook	Every inbound message from a customer	The entire account
Automations → Send Webhook action	Defined events (status change, added to a list, inactivity, etc.)	Per automation
Chatbot → HTTP node	Reaching that node in the flow	Per flow
Dolores AI → HTTP action	A condition configured for the AI	Per Dolores action

Routing and auto-assignment

Default agent routing. A selection from the list of agents on the account. The agent that conversations are routed to when no other routing rule catches them. Useful in a single-agent business, or as a safety anchor that catches everything else.

Default team routing. Like the previous setting, but at the team level. It is best to choose one of the two, not both. When both a default agent and a default team are set, there is a risk of routing ambiguity. A clear choice of one of them prevents surprises.

Auto-assign an agent to a customer the moment the agent sends a message. Yes/No. When enabled, the first agent who replies to a customer in a conversation is automatically assigned to that conversation. After that, only they see it in their personal inbox. Especially useful in accounts with multiple agents working on the same WhatsApp number, because it prevents two agents from replying to the same customer at the same time.

Outbound message behavior

Enable link shortening. Yes/No. When enabled, URLs in outbound messages are shortened automatically. This shortens the message and helps with click tracking.

Add UTM codes to links. Yes/No. When enabled, Mumble automatically appends UTM parameters to every outbound link, so the analytics system on your website recognizes the traffic as coming from WhatsApp.

Add the sender’s name to the message. Yes/No. When enabled, messages that agents send open with the agent’s name (for example “Yossi: Hi, how can I help?”). Useful in businesses that work with multiple agents on the same WhatsApp number, so customers know who they are talking to.

Conversation and time management

Time zone. A searchable dropdown. Default Asia/Jerusalem. Affects scheduled campaign sends, the interpretation of operating hours, and time-based reports. A business that operates without a clock change as a default does not need to touch this field.

Opt-in. Yes/No. The default opt-in setting for new customers entering the system.

Reopen conversation. A numeric field in minutes. The number of minutes that must pass since the last message before a customer who writes again opens a new conversation instead of reconnecting to the closed one. The use case: an agent closes a conversation and marks it as closed, the customer writes “Thanks!” two minutes later. If the timer is short, that message will open a new conversation and put the customer back in the queue. If the timer is long, the message will join the closed conversation and not create load. Common values:

1 to 5 minutes: filters out only immediate “Thanks!” / “Bye!” messages.
15 to 60 minutes: also filters out clarifications that arrive shortly after the close.
Whole hours: risks swallowing legitimate new questions inside closed conversations.

Connecting a new WhatsApp Business account

At the bottom of the tab there is a link: “Click here to connect the new WhatsApp Business account.” This link replaces the connected number, it does not add another one. One Mumble account holds exactly one WhatsApp Business number at any time. A business that manages multiple numbers (for example different brands, or operations in different regions) needs a separate Mumble account for each number. This is also one of the most common points of confusion when onboarding larger businesses.

Examples

A new business getting its conversations live

The recommended order of operations: first the Personal Profile, to make sure the Meta details appear and the token is valid. With equal priority, adding payment details at Meta through the link (otherwise messages will not be sent). Then the Business Profile, to fill in the name, description, picture, and operating hours with an away message when closed. Finally the Technical Profile, to confirm that template syncing is enabled, to set a default agent or team, and to set conversation reopening to around 15 minutes.

A business with three agents on one number

In the Technical Profile: enable “Auto-assign an agent to a customer the moment the agent sends a message,” enable “Add the sender’s name to the message,” and set a default team containing all three agents. This way whoever replies first becomes the owner of the conversation, customers know who they are talking to, and new inquiries flow to a whole team rather than to one agent who might be busy.

A business that worked in the WhatsApp Business app and moved to the Cloud API

If the number stays in the app in parallel with the Cloud API connection (a Coexist account), the business profile cannot be edited through Mumble. Changes to the name, description, About, picture, or hours must be made directly in the WhatsApp Business app on the phone. Mumble will display the existing values, but cannot push a change.

Common issues

I changed the business name in Mumble but customers still see the old name

Possible cause 1: The account is in Coexist mode. In this mode, the business profile fields are not saved through Mumble even if the screen looks as though the change went through.

Possible cause 2: The sync to WhatsApp takes time (usually minutes, sometimes more). Customers who already have the chat loaded will see the old name from the cache.

Solution: If the account is in Coexist mode, edit it in the WhatsApp Business app on the phone. Otherwise, wait and confirm the change was saved. You can check from an independent contact who starts a completely new chat.

I see the Meta details in full but messages are not being sent

Cause: In the vast majority of cases the cause is that payment details were not entered at Meta. The token is valid, the connection is fine, but without a payment method at Meta there is no message output.

Solution: Click “Click here to add payment details” in the Personal Profile tab, enter a credit card at Meta, and return to Mumble. Messages will start going out immediately afterward.

The 2FA code is not arriving

Cause: Either the personal phone number on your card is out of date, or WhatsApp is unavailable at that moment (no network, the app is not installed on the device).

Solution: First, confirm that the phone number in the Personal Profile is the number you are active on in WhatsApp. If the code has not arrived on WhatsApp after a few minutes, you can request that it be sent by email as well. If it keeps failing, an Admin can enter the user’s card and perform a password reset.

The webhook configured in Settings is not receiving status-change events

Cause: The webhook in the Technical Profile only handles inbound messages from customers. Other events (conversation status change, added to a list, automatic close, etc.) are not in its scope at all.

Solution: Build a suitable automation under the Automations tab, with the Send Webhook action, and select the exact trigger you want to capture (status change, added to a list, etc.). This is the right tool for events that are not defined as an inbound message.

Closed conversations reopen on every “thank you” message

Cause: The “Reopen conversation” timer is too short. At values of a minute or two, even a polite thank-you from the customer is treated as the start of a new conversation and returns the case to the open conversations table.

Solution: Increase the timer to a range of 15 to 30 minutes. This filters out the polite sign-offs without swallowing real inquiries that come up an hour later.

Bottom line

The three Settings tabs correspond to three different identities: your Mumble user, the business customers see on WhatsApp, and the system that runs everything in the background. Operational problems (messages not sent, scattered routing, customers not getting a reply when closed) almost always originate in the Technical Profile or in Meta’s payment details, not in the Personal Profile.

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