Persona App Configuration for Care Console

Updated 

1 day ago

Admins can configure various settings in the Persona App for their Care Console to tailor the interface and functionality to their organization's specific needs. These include options such as Quick Macros, mandatory message previews for certain channels (ensuring agents review messages before sending), case bulk action settings, and more.

Prerequisites

Before you begin, ensure the following:

  • A Persona App is created for your Care Console.

  • You have the required permissions to access and modify the Persona App.

Access Persona App Manager

Accessing the Persona App Manager may vary depending on whether the old or new All Settings page is enabled for your environment.

Old All Settings

1. Click the New Page (+) icon to open the Launchpad.

2. Under Platform Modules > Settings, click All Settings.

3. In the Platform Settings menu, click Manage Customer.

4. In the search bar, type Persona App Manager and select it from the results.

New All Settings

1. Click the New Page (+) icon to open the Launchpad.

2. Under Platform Modules > Settings, click All Settings.

3. In the Settings menu, click Miscellaneous.

4. Under Miscellaneous, select Persona App Manager.

Configure Settings

To configure settings, follow these steps:

1. In the Persona App Manager, locate the app you want to configure.

2. Click the three-dot menu (⋮) next to the app and select Edit.

This will open the app in edit mode.

3. Click the Settings icon.

4. In the Settings panel, click Add Configuration. From the list that appears, select the configuration you want to add.

You can add the following configuration sections for Care Console:

  • Care Console

  • Universal Case

If you select Care Console, the Care Console configuration section will be displayed.

8. Expand the Care Console section to view the available configuration options.

For an overview of each option, see the Care Console Settings and Universal Case Settings section below.

9. Once done, click Update to add the configuration.

Close the Settings panel and click Publish to publish the changes to make them available to the users.

Care Console Settings

These are the settings that you can configure for Care Console:

Case Stream

This section allows you to configure how information is displayed in the Care Console Case Stream.

Select the custom fields you want to display on each case card. Use the drop-down menu to choose from available fields, and click the Add (+) icon to include additional fields.

Select the custom fields that agents can use to filter cases within the Case Stream. These filters help narrow down results and improve case handling efficiency.

Omni Channel Replybox

This section includes settings for the Care Console Reply box:

Select this option to let the agent preview both the original draft and its translated version before sending the message.

Quick Macros are predefined actions that appear directly in the Care Console reply box, allowing agents to quickly apply them to a case, streamlining responses and improving efficiency.

In the Quick Macro section, select the macros you want to make available in the reply box. For each macro, configure the following:

  • Is Primary Action Toggle: Enable this to mark the macro as the primary action. It will appear first in the list.

  • Enter Button Name: Specify the label that will appear on the macro button in the UI.

  • Select Macro: Choose the predefined macro to associate with the button.

Click the Add (+) icon to include additional macros.

You can reorder macros by dragging and dropping them into your preferred sequence.

Define the channels where mandatory message preview should be enforced before publishing. This setting ensures that agents must review their messages before sending them.

Select the channels where mandatory preview should be enabled.

Publishing Shortcut Configuration

This section allows you to configure publishing shortcuts in the Care Console. You can define a default shortcut that applies across all channels, or assign specific shortcuts to individual channels.

Default Publishing Shortcut

You can select one of the following options as the default shortcut for all channels:

  • None

  • Ctrl + Enter

  • Enter

Channel-Specific Publishing Shortcuts

You can also assign shortcuts to particular channels:

  • In the Enable Enter to Send for Channels dropdown, select the channels where pressing Enter will publish the message.

  • In the Enable Ctrl + Enter to Send for Channels dropdown, select the channels where pressing Ctrl + Enter will publish the message.

Note: Only one publishing shortcut can be selected per channel type. If you set a default publishing shortcut, it will override the corresponding channel-level shortcuts.

Case Bulk Actions

Case Bulk Actions appear when an agent selects multiple cases in the Case Stream.

In this section, you can configure which actions should be hidden from the bulk actions bar. Select the actions you want to disable to streamline the interface and reduce the risk of unintended bulk updates.

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Conversation Item Configurations

In this section, you can configure an avatar to represent bot responses. Within the Care Console conversation widget, any brand response that is automatically triggered will display the bot avatar. This helps users easily distinguish between bot-generated messages and agent responses.

To show a bot avatar with auto responses, select the Enable bot avatar for auto response toggle.

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Universal Case Settings

In Settings, you can add the Universal Case configuration section by following the steps outlined in the Configure Settings section.

Within the Universal Case configuration section, the following setting is available:

Work queue availability stats visibility in assignee selector

For the Apply to Assign X macro, which is used to assign a case to a particular user or work queue, you can configure the visibility of Work Queue details. This allows agents to decide to which work queue a particular case should be assigned.

To control the visibility of the work queue details, select the Enable work queue availability stats toggle.

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This will display two details alongside the work queue:

  • Number of agents currently available in the work queue

  • Number of cases pending within that work queue

This is how the Work Queue list appears in the Apply to Assign X macro:

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