Persona App Configuration for Care Console

Updated

3 days 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 classic or new All Settings page is enabled for your environment.

Classic All Settings

New All Settings

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.

Option	Description
Default Dashboard and Stream	You can set a default dashboard and case stream for your Care Console. When an agent opens the Care Console in a Persona app, it automatically loads the assigned dashboard and stream. Defining a default view ensures agents are taken directly to the correct dashboard and case stream. This removes the need to manually select from multiple options.
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.
Show associated message count on case card	Enable this setting to display the total number of associated messages in the case card footer across both expanded and compact streams. The count includes messages sent by both the brand and the customer. Agents gain clear visibility into overall conversation volume directly from the case stream. This is how the message count appears to agents on the Case Stream card.
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.
Highlight new cases with blinking	Enable this toggle to highlight newly received case entries. When a new case is assigned to an agent, the entry briefly blinks and displays a notification indicator. The indicator remains visible until the agent opens the case. If additional messages arrive before the case is opened, the indicator updates to show the number of unread messages. To see how this appears in the agent’s view, see Improved Visual Notifications for New Cases and Messages.

Omni Channel Replybox

This section includes settings for the Care Console Reply box:

Option	Description
Enable Preview of Auto-Translated Message	Select this option to let the agent preview both the original draft and its translated version before sending the message. This is how the preview window appears to agents when the setting is enabled:
Quick Macro	Quick Macros are predefined actions that appear in the Care Console reply box, allowing agents to quickly apply them to a case. 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.
Enable Mandatory Preview (pre-publishing)	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.
Channel Switcher Based on Contact information	In this dropdown, select the additional channels to show above the Reply Box based on profile contact information. This applies only to channels activated when contact details are added in the customer profile. For example, the Email icon is shown when an email address is present, and SMS, WhatsApp, Google RBM, or Source Agnostic (SMS) icons are shown when a phone number is present. This ensures channel visibility aligns with business requirements, reduces agent confusion, and maintains consistent governance across customer interactions. Agent View The relevant channel icons appear above the Reply Box when the corresponding contact details are added to the customer profile:

Publishing Shortcut Configuration

This section lets you configure shortcuts for publishing messages in the Care Console reply box. You can set a default shortcut that applies across all channels, or assign channel-specific shortcuts.

Option	Description
Default Publishing Shortcut	You can select one of the following options to apply across all channels: None, Ctrl + Enter, or Enter.
Channel-Specific Publishing Shortcuts	You can also assign shortcuts to individual channels: From the Enable 'Enter to Send' for Channels dropdown, select the channels where pressing Enter will publish the message in the reply box. From the Enable 'Ctrl + Enter to Send' for Channels dropdown, select the channels where pressing Ctrl + Enter will publish the message in the reply box. 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.

Option	Description
Select actions to disable in bulk actions bar	From this dropdown, choose the actions to hide from the bulk actions bar. Disabling unnecessary actions reduces visual clutter and lowers the risk of unintended bulk updates.

Conversation Item Configurations

This section allows you to configure Conversation screen items such as bot avatars or timestamp display preferences.

Option	Description
Enable bot avatar for auto response	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. Agent View This is how the avatar and agent responses appear in the Care Console:
Show message tags	Enable this option to display message tags in the footer of conversation messages within the Conversation Pane. This allows agents to identify key context such as sentiment, spam, or product category directly from the Conversation Pane itself. Message tags are created in the Tagging section of Sprinklr. To create and enable a tag, see Manage Tagging. When creating a tag, select the Message Tag type. Each message tag requires a defined criteria. If a message meets that criteria, the tag is automatically applied and displayed in the footer. Criteria can be based on message conditions (such as sentiment score, language, or spam detection) or assignee rules (for example, if the case is assigned to a specific team or agent). Agent View This is how the message tag appears in the footer of a message in Care Console:
Parent post default view	Determines whether the parent post content in the Conversation Pane is shown expanded or collapsed by default. Agent View: In Care Console > Conversation Pane, when an agent opens a case, the parent post content is displayed either expanded or collapsed by default. The initial state depends on the value configured in the Parent post default view setting. The following example shows the parent post when Expanded is selected.

Configure Timestamp Preferences for Conversation and Collaboration Screens

You can control how timestamps are displayed in different widgets using the Conversation Timestamp Preference and Collaboration Timestamp Preference drop-downs.

Supported Timestamp Options

Absolute (Date & Time): Displays the full date and time (without seconds).
Relative: Shows time relative to the present (for example, “5 minutes ago”).
Absolute (Date, Time & Seconds): Displays the full date, time, and seconds.

Applicable Areas

Once selected, the chosen timestamp preference is reflected in the following areas in Care Console:

The Conversation Timestamp Preference determines how timestamps are displayed across various areas of the Conversation screen. Once configured, the selected format is applied to the Conversation Widget, the Case Third Pane › Conversation, the Profile Third Pane › History, and the Case Third Pane › Historical Cases.
The Collaboration Timestamp Preference controls timestamp display within collaboration-related components. This setting affects the Collaboration Widget Notes, the Conversation Widget Notes, the Case Third Pane › Collaborate, and the Profile Third Pane › Collaborate.

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 settings are available relevant to Care Console:

Option	Description
Enable work queue availability stats	For the Apply Assign To 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. 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 Assign To X macro:
Enable case collaboration via email	Toggle this setting to enable the Collaborate via Email feature. This allows agents to collaborate on cases directly through email, improving coordination and communication.
Disable appending conversation trail by default	This setting gives control over whether the entire parent case conversation is appended or excluded. This ensures agents share only the information needed for each situation.
Disable fields	Enable this setting to prevent editing of custom and standard fields in case properties. Agent View: This configuration ensures the field remains non‑editable within case properties (View Case Details > Properties).