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

New All Settings

Configure Care Console Settings

To configure Care Console 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 > Care Console.

The Care Console configuration section is displayed.

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

For an overview of each option, see the Configuration Options 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.

Configuration Options

Below are the available configuration categories:

Case Stream

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

Case Card Fields:

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.

Omni Channel

Quick Macro:

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.

Case Stream Filter 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.

Enable Mandatory Preview

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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.

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.