Care Console supports customizable layouts that are configured using record pages within a customer environment. Each record page is assigned a unique ID, allowing layouts to be distinctly managed and referenced.

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Different user personas or agent groups often have varying UI requirements. For example, Team A may prefer a larger conversation widget for better visibility, while Team B may want more widgets and case‑related actions displayed upfront. These requirements can be fulfilled by implementing and assigning different layouts to each team.

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Customizations can be applied based on two factors:

• Custom fields

• Role IDs

Customization at Channel Level through Custom Fields

Brands can configure different layouts for different channels. For example, a two‑page layout may be used for Email, while a three‑pane layout may be applied to Social and Live Chat. This flexibility ensures that each channel’s workflow is optimized for agent productivity.

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Under Advanced Settings, administrators can define rules that determine which layout is visible in specific scenarios. For instance, the following configuration would ensure that a particular layout is applied to all Email cases.

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• Three-pane layout for Social Channels

• Two Pane layout for email channel

​Customisation at Role Level

Brands can configure different layouts for different teams / users. As different teams might have different functions so a customised layout can be set up for each team on the basis of role id's set up on the Sprinklr platform.

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