Theme
Settings
The Settings modal lets you customize your Agent Desktop experience and, if you have the appropriate permissions, manage team-wide and system-wide configurations. Access Settings by clicking the gear icon in the sidebar footer or by navigating to the Settings item in the sidebar.
Settings opens as a modal with a grid of category cards. Click any card to drill into that category's options. Click Save Changes to persist your selections, or Cancel to return to the grid without saving.
Agent personal settings page showing a grid of category cards for Profile and Presence, Notifications, Voice and Softphone, Chat and Messaging, AI Assist, Appearance, and Security
Personal Settings
These categories are available to all agents and supervisors.
Profile & Presence
Manage your identity and availability.
| Setting | Control | Description |
|---|---|---|
| Display Name | Text input | Your name as shown to customers and teammates |
| Display only | Your account email (shown in the profile header, not editable here) | |
| Status | Dropdown | Your current availability: Available, Away, DND, or Offline |
| Auto-Away Timer | Display | The number of minutes of inactivity before your status automatically switches to Away (default: 15 minutes) |
The profile header at the top shows your avatar with initials, display name, and email address.
TIP
Setting your status to Available (or Online from the sidebar footer menu) is required to receive new work item offers. When set to Away, DND, or Offline, the routing system will not send you new interactions.
Notifications
Control which alerts you receive while working.
| Setting | Control | Description |
|---|---|---|
| Desktop Notifications | Toggle | Enable browser push notifications for new events |
| Sound Alerts | Toggle | Play audio for incoming messages and calls |
| Chat Notifications | Toggle | Alerts for new chat messages |
| Call Notifications | Toggle | Alerts for incoming calls |
| Email Digest | Toggle | Receive a summary of missed events via email |
| Escalation Override | Toggle | Override DND status for high-priority escalations |
| Snooze All | Toggle | Silence all notifications temporarily |
INFO
The Escalation Override setting is important for supervisors. When enabled, critical escalations will still generate alerts even when your status is set to DND.
Voice & Softphone
Configure your browser-based phone for making and receiving calls.
At the top of this section, a status bar shows your WebRTC connection state:
| State | Indicator | Description |
|---|---|---|
| Connected | Green dot | "WebRTC Connected -- Browser phone active, SIP registered" |
| Disconnected | Red dot | "WebRTC Disconnected -- No Telnyx connection, calls will use server-side fallback" |
If the browser has not granted microphone access, a Grant Mic button appears to request permission.
| Setting | Control | Description |
|---|---|---|
| Microphone | Dropdown | Select your audio input device from detected system devices |
| Speaker | Dropdown | Select your audio output device from detected system devices |
| Ringtone | Dropdown | Choose a ringtone: Classic, Digital, or Soft Bell |
| Auto-Answer | Toggle | Automatically answer incoming calls after 3 seconds |
| Voicemail | Toggle | Route unanswered calls to voicemail |
| Call Recording | Toggle | Record all calls (when enabled, set to "always") |
WARNING
Changing the microphone or speaker device takes effect immediately and is auto-saved. The selected devices persist across sessions so you do not need to reconfigure them each time you log in.
Chat & Messaging
Configure how you interact in text-based conversations.
| Setting | Control | Description |
|---|---|---|
| Typing Indicator | Toggle | Show a typing indicator to customers when you are composing a message |
| Auto-Signature | Toggle | Append your configured signature to outgoing messages |
| Max Concurrent Chats | Dropdown | Maximum simultaneous chat conversations: 3, 5, 8, or 10 |
| Wrap-Up Time | Dropdown | Time allowed for disposition after ending a conversation: 15s, 30s, 45s, or 60s |
| Canned Responses | Button | Opens the canned responses manager (shows count of saved responses) |
| Transfer Behavior | Dropdown | How transfers are initiated: Ask first, Immediate, or Warm handoff |
AI Assist
Control the behavior of the AI-powered assistance features.
A banner at the top shows the current state: "AI Assist Active -- ML-powered suggestions" with a master toggle.
| Setting | Control | Description |
|---|---|---|
| AI Assist Enabled | Toggle | Master on/off switch for all AI Assist features |
| Response Tone | Dropdown | Tone for AI-generated suggestions: Professional, Friendly, Casual, or Formal |
| Auto-Summarize | Toggle | Automatically generate conversation summaries |
| Suggest Responses | Toggle | Show AI reply suggestions in the chat input area |
| Knowledge Base | Toggle | Include knowledge base content in AI suggestions |
| Confidence Threshold | Display | Minimum confidence percentage for showing suggestions (default: 75%) |
Appearance
Customize the visual look and feel of the Agent Desktop.
| Setting | Control | Description |
|---|---|---|
| Theme | Pill group | Light, Dark, or System (follows your OS preference) |
| Compact Mode | Toggle | Reduce spacing and padding for more information density |
| Font Size | Dropdown | Interface font size: 12px, 13px, 14px, or 15px |
| Sidebar Position | Pill group | Left or Right placement of the sidebar |
Security
Manage your account security settings.
| Setting | Control | Description |
|---|---|---|
| Two-Factor Auth | Toggle | Enable or disable MFA for your account |
| Session Timeout | Dropdown | Auto-logout after inactivity: 15 min, 30 min, or 60 min |
| Active Sessions | Button | View active sessions across devices, with a "Sign Out All" action |
| Change Password | Button | Update your password (shows time since last change) |
Administration Settings
These categories appear only if your role has the required permissions. They are displayed in a separate "Administration" section below the personal settings grid.
| Category | Icon | Permission Required | Description |
|---|---|---|---|
| Team Management | group | users.manage | View and manage agents and supervisors, roles, and assignments |
| Skills | psychology | agents.manage | Define skill categories, set minimum levels, and assign skills to agents |
| Queues | queue | queues.manage | Configure queues with routing strategies, SLA targets, max wait times, and agent assignments |
| Dispositions | label | agents.manage | Manage disposition code categories and individual codes used during wrap-up |
| Schedules | calendar_month | agents.manage | Define shift templates with start/end times, days, and agent assignments |
| Compliance Rules | gavel | settings.manage | Enable and configure compliance frameworks (FedRAMP, HIPAA, CJIS, PCI-DSS, SOC 2) |
| AI Engines | auto_awesome | settings.manage | View and toggle AI engines (Conversation Risk, Revenue Intelligence, Wellness, Cognitive Load, etc.) |
| Channels & Routing | hub | settings.manage | Enable/disable channels, configure routing mode (Skill-based, Round Robin, Least Busy, Manual), overflow thresholds, and priority rules |
| Integrations | extension | integrations.manage | View connected external systems (CRM, SIS, identity verification), sync status, and enable/disable toggles |
INFO
The Administration section is fully hidden for agents without management permissions. If you need access to any of these settings, contact your system administrator to have the appropriate permissions assigned to your role.
Permission Model
Access to administration categories is controlled by specific permissions:
| Permission | Roles That Typically Have It | Categories Unlocked |
|---|---|---|
users.manage | Supervisor, Admin | Team Management |
agents.manage | Supervisor, Admin | Skills, Dispositions, Schedules |
queues.manage | Supervisor, Admin | Queues |
settings.manage | Admin | Compliance Rules, AI Engines, Channels & Routing |
integrations.manage | Admin | Integrations |
Saving Settings
When you are viewing a detail category:
- Make your changes using the controls.
- Click Save Changes in the modal footer to persist all changes.
- A "Settings saved" toast notification confirms success.
- Appearance changes (theme, font size, compact mode) are applied immediately.
Click Cancel to discard changes and return to the category grid.
TIP
Voice device selections (microphone and speaker) are auto-saved immediately when you change them, without needing to click Save Changes. This ensures your audio devices are always correctly configured even if you close the modal without saving.
Next Steps
- Getting Started -- Return to the first-login guide
- AI Assist -- Learn more about AI Assist capabilities
- Inbox Overview -- Return to work item management