Markets (several countries and currencies)
When one workspace serves several countries, give each market its own currency, hours, team, store policy and limits; anything left empty follows the workspace.
What a market is
A market is a set of countries that share the same rules. It has one currency and, optionally, its own hours and holidays, support team, store policy (return window, processing time, free-shipping threshold…) and refund and compensation limits.
A market stores only what differs from the workspace; anything left empty follows the workspace. A country belongs to at most one market, and countries in no market use the workspace settings. If you sell in a single country, you don't need one.
| Situation | How to split |
|---|---|
| Singapore, Malaysia and Thailand, each in its own currency with different return policies | 3 markets, one country each |
| All of Asia-Pacific priced in US dollars under one policy | 1 "Asia-Pacific" market with many countries |
| The eurozone shares one policy, but Germany has a longer return window | a "Eurozone" market plus a separate "Germany" |
Add them in Settings (设置) → Markets (市场) (owners and admins edit; every member can see them).
Which market a conversation is in
In this order:
- a signed-in (or API-identified) customer: where their latest order ships;
- then the country on their customer record;
- an anonymous visitor: where they are browsing from.
The third is only a guess, used for routing and hours only; the AI never quotes policy based on it (someone browsing in Singapore may ship to Malaysia). Once the customer signs in or has an order, it is decided again.
The inbox list shows each conversation's market.
What a market changes
| How the market is used | |
|---|---|
| AI answers and the gate's checks | this market's store policy (empty items use the workspace's) |
| Refund eligibility, exchanges | the market of the country the order ships to, not the conversation |
| Hours, "is anyone on", ringing | this market's time zone and hours |
| Routing | a segment's own team > the market's team > routing by topic |
| Refund and replacement limits | amounts in the market's currency use its own limits; otherwise as before (the workspace limits count only its own currency; other currencies need a person to approve) |
| Compensation options | can be limited to a market; the AI and the inbox only offer this market's options and those for all markets |
| Analytics | Store data can show one market |
Help articles and publishing
Markets cover rules (policy numbers, hours, team, limits), not content: help articles, skills and the glossary are one set for the whole store, and the AI answers in the customer's language.
- Put policy numbers in the store policy and in markets; keep help articles to how things work, without numbers like "30 days". When an article and a market's policy differ, the AI follows the market's policy, but a customer who opens the article still sees its number.
- The knowledge base's conflict check compares articles with each market's policy and flags a number that disagrees with one (naming the market).
- A market's policy, like the workspace's, goes live for customers when you publish; Try it runs on the draft, so you can try a change at once. Hours, team and limits are settings and apply immediately.
Currencies
purser never converts currencies: every amount is recorded and shown in its own currency. For a linked Shopify store, orders are recorded in the currency the customer paid in (Shopify Markets' local prices).
Enter a market's limits in its own currency. Without them, refunds and replacements in that currency go to Waiting for approval for a person to decide.
Related
Rules, macros and closing
Rules that tag, route, reply or hand over by themselves; macros that run several actions with one click; and what an agent must fill in to close a conversation.
Notifications and announcements
The bell and system notifications, announcements owners and admins send the team (to everyone or some people, urgent ones must be acknowledged, optionally told to the AI), and email and desktop notification settings.