Company Definitions

At the base of the Emplifi Agent system is the concept of a company. One or more companies are always defined in Emplifi Agent.

Each company defined in Emplifi Agent can create and manage its own data, including:

Categories and codes
Data validation rules
Workflow configuration
Other company-specific settings

Every case created in Emplifi Agent is associated with a specific company. Some data can also be shared across companies when needed. Individual agents can be assigned to work cases for one or more companies.

To access the Company Definitions screen:

In Administration, select System Setup -> Company Definitions.

Creating multiple companies

The most common scenarios for configuring multiple companies are:

Contact centers where a single agent handles cases for multiple clients.
Large organizations that want to use Emplifi Agent across multiple divisions or business entities while sharing common data and enabling enterprise reporting.

Default SYS company

Every company is assigned a unique three-character ID in Emplifi Agent.

Emplifi Agent includes a default company named SYS. The SYS company cannot be removed because it contains shared system metadata and base configuration used across all companies.

In single-company environments, many customers choose to store all configuration under the SYS company. Others create a separate company ID for their primary business.

Your Emplifi implementation team can help determine the best setup for your environment.

Company Definitions columns

The following columns appear in the Company Definitions list view:

Column	Description
Code	The code name entered when the company definition is created.
Description	A brief description of the code.

Create a new company definition

To create a new company definition:

Click New Company.
In the dialog box, enter the Company ID.
Click OK. The New Company Definitions page opens.
Enter the required fields.
Click Save.

Company definition fields

The fields displayed on the page may vary depending on your configuration. The following fields are typically available:

Field	Description
Company ID	Displays the three-character ID assigned to the company. This value is defined when the company is created and cannot be edited.
Company Name	The full name of the company.
Address Company ID	The company whose addresses will be shared. In most environments, each company maintains its own address list. In enterprise environments, one company may be designated as the shared address source. For more information, refer to: Shared Address Setup.
InfoCenter Code	Associates an InfoCenter entry that contains administrative notes or configuration details for this company.
Repeater Warning Value Limit	Maximum total goodwill value allowed for a customer before a warning is triggered.
Value Warning Code	If the Repeater Warning Value Limit is exceeded, the repeater code on the address record is set to this value.
Repeater Warning Case Limit	Maximum number of cases allowed for a customer before a warning is triggered.
Case Warning Code	If the Repeater Warning Case Limit is exceeded, the repeater code is set to this value. If both the Value Limit and Case Limit thresholds are exceeded simultaneously, the system uses the priority assigned to the individual codes to determine which repeater code takes precedence.
Ignore Cases Older Than	Used by the Repeater Reset utility when performing repeater calculations. For more details, refer to Repeater Reset.
Smart Search Lookback period	Number of months of historical cases used by Smart Search. If left blank, the default is 2 months.
Currency	The primary currency used by the company. All currency values default to this denomination unless otherwise specified.For information about currencies, refer to Multi-Currency. The Currency value cannot be changed after the company is created and saved. Changing it would invalidate values for existing enclosures defined under the original currency.
Enclosure Value Limit	Maximum value allowed for a single enclosure (excluding checks and coupons).
Default Enclosure Ready to Pick	Determines the default Ready to Pick value when an enclosure is added to a case.
Logo	Select the company logo displayed on the Emplifi Agent banner. Use Upload to add a new logo file.
Background Color	Opens the color selector used to configure the banner background color.
Return to Default	Restores the default banner appearance.

Smart Search tab

The Smart Search tab allows you to configure rules used when performing Smart Search queries.

All Smart Search rules are listed on this page.

For more information, refer to Configuration: Smart Search.

Company Settings tab

The Company Settings tab contains additional configuration options for the company.

Social Care section

Field	Description
Social Care URL Category	The B category used to store the URL linking the Social Care conversation to the Agent case.
Care Metadata Text Type	The text type used to store metadata sent by Social Care when a case is escalated to Agent.
Conversation Transcript Type Text	The text type used to store the conversation transcript between the agent and consumer.
New Case Action	The Action Type triggered when a case is escalated from Social Care to Agent.
New Consumer Message on Open Agent Case Action	Action triggered when a consumer sends a new message on an open Agent case. Often configured as a Transfer action to route the case to a queue.
New consumer Message on Closed Agent Case Action	Action triggered when a consumer sends a message on a closed Agent case. Typically used to reopen and transfer the case.
New Brand Reply Message Action	Action posted when an agent sends a message from Social Care. Typically a Log action used for tracking.
Social Care Case Closed Action	Optional action triggered when a case is closed in Social Care. Often used to close the corresponding Agent case.
Social Care Reopened Case Action	Optional action triggered when a case is reopened in Social Care. Often used to reopen the Agent case.
Send Agent Case Changes to Social Care	If enabled, Agent sends case status updates to Social Care.
Social Care Account ID	The Suite Account ID and User Account ID used to send status updates to Social Care when the above setting is enabled.

AI features

The AI Features section contains settings that control AI-powered capabilities at the company level, including AI Sentiment Analysis.

Field

Description

AI Sentiment Analysis

Configure the following fields:

Initial Sentiment Category
Current Sentiment Category
Sentiment Categories
Enabled for Case Text Types

When enabled, incoming emails processed by mailboxes associated with this company are analyzed for sentiment. This setting must be enabled in Email Service - Mailbox Settings and Configuring AI Tools.

For more information, refer to AI Sentiment Analysis.