Work with [HitL] Settings View ​

Follow this link for the [HitL] Settings overview.

Download and open Settings View ​

To download the Settings View:

1. Navigate to Views in Action Desk.
2. Click the blue Plus button and select Choose from Library.
3. In the Library iFrame, type 'Settings' in the search box.
4. Once you have found the View, click Add view.
5. Click to open the View.

Disable/Enable voice client support ​

To disable/enable the voice client support:

1. Open the Main info tab in the [HitL] Settings View.
2. Check or uncheck the respective boxes as needed.

Enable data clean-up ​

To enable data clean-up:

1. Open the Main info tab in the [HitL] Settings View.
2. Tick the Enable data clean-up checkbox.
3. Enter the desired period for data clean-up in the time-string format (days/weeks).

Edit agent's Rule groups ​

To manipulate Rule groups:

1. Navigate to Access settings in the [HitL] Settings View. The Coversations tab opens by default.
2. Click on the agent in question. A tab with the agent's information opens.
3. Select the Rule groups from the Rule groups list. Check the checkboxes to add more Rule groups or click to remove the agent from that Rule group.
4. Click Save.

Edit agent's meta information ​

To edit agent's meta information:

1. Navigate to Agent list in the [HitL] Settings View.
2. Select the agent in question. A tab with the agent's information opens.
3. Add the necessary information in the Meta info box.
4. Click Save.

Add Rule groups ​

To set up Rule groups:

1. Navigate to Rule groups in the [HitL] Settings View.
2. Click Create new.
3. Provide the Rule group name.
4. Specify the tag using one of the modifier sybols: |, !, or &.
5. Press enter to create the Rule group.
6. Click to save changes.

Set notifications ​

To set notifications:

1. Navigate to Notifications in the [HitL] Settings View
2. Choose what type of notifications you want to receive by checking the boxes For messages, you can decide whether to receive the notifications alwas, or only when the HitL window is out of focus.
3. Click Save

Change notification sounds ​

To change notifications sounds:

1. Navigate to Notifications in the [HitL] Settings View.
2. Provide URLs to audio files.
3. Click Save.

Set status ​

To set the status:

1. Navigate to Statuses in the [HitL] Settings View.
2. Select the initial status that will display when you launch the Agent UI.

Edit status icon ​

To edit the status:

1. Navigate to Statuses in the [HitL] Settings View.
2. Select the status to change. The status settings open to the right.
3. Edit the status icon by providing the Google material icon name.
4. Click Save.

Set time when status switches to offline ​

To set time when status switches to offline:

1. Navigate to Statuses in the [HitL] Settings View.
2. Select the status to change. The status settings open to the right.
3. Specify the duration in minutes after which the status should switch to offline.
4. Click Save.

Create new status ​

To create a new status:

1. Navigate to Statuses in the [HitL] Settings View.
2. Click +Create new. The status settings open to the right.
3. Provide status Key and Label (Label is displayed as the status name and can be changed in the future, while the Key value is not changeble, as it is used in APIs).
4. Set the icon by providing the Google material icon name.
5. Specify the duration in minutes after which the status should switch to offline.
6. Click Save.

Allow agents to select status in the Agent UI ​

To allow agents to select certain statuses in the Agent UI:

1. Navigate to Statuses in the [HitL] Settings View.
2. Select the status in question. The status settings open to the right.
3. Check the box for Agent can select this status in UI.
4. Click Save.

Customize header ​

To customize the header:

1. Navigate to Appearance in the [HitL] Settings View.
2. Enter your company name or upload your company logo.
3. Choose your preferred background color and accent color.
4. Click Save.

Change contact avatars ​

To change contact avatars:

1. Navigate to Appearance in the [HitL] Settings View.
2. Choose your preferred Avatar shape.
3. Select your desired Avatar type.
4. Click Save.

Display/hide Event templates ​

To display/hide Events from the Timeline:

1. Navigate to Event templates in the [HitL] Settings View.
2. Click on the Event template in question. A setting popup appears.
3. In the settings popup, tick/untick Hidden from Timeline.
4. Click Save.
5. Enable toggle for that Event template.

Define what Session views are available for agents in the Agent UI ​

To define what Session views are available for agents in the Agent UI:

1. Navigate to Session views in the [HitL] Settings View.
2. From the default Session views, select the ones you want to make available to agents by toggling them on or off.

Create new Session view ​

To create a new Session view:

1. Navigate to Session views in the [HitL] Settings View.
2. Click Create new. A settings window opens.
3. Enter the view name.
4. Add tags to apply the view to specific conversations.
5. Toggle the conversation type that the view will apply to.
6. Click Create.

Message templates ​

To add message templates:

1. Navigate to Message templates in the [HitL] Settings View.
2. Click Create new. A settings window opens.
3. Enter the Category name. This name will be available from the Flow settings in the Process command (HitL) Step.
4. Provide the message template text.
5. Add files, if necessary.
6. Add Rule tags to make this message template available for certain agents.
7. Click Create.
8. In your Flow, select this new category in the Process command (HitL) Step (Advanced settings ---> Canned message categories)
9. Save and activate your Flow.

Restrict visibility of certain contacts for specific agents ​

To automatically add Contact visibility tags to new contacts:

1. Go to the Session section.
2. Enable the Restrict Contact visibility if created toggle.
3. In the Contact visibility tags dropdown, type the tag name and click .

Next, navigate to the [HitL] Settings UI:

1. Go to to Access settings, open the Contacts tab.
2. Select the agent to assign the tag to. The edit panel opens.
3. From the list, select the Contact visibility tags.
4. Click Save.

To add Contact visibility tags to previously created contacts:

1. Set up [HitL] Settings UI, as mentioned above.
2. Navigate to Contacts and open the Contacts table.
3. Select the contacts from the table.
4. Click Edit. This will open the Contact info popup.
5. Scroll down the popup.
6. Enter the Contact visibility tags.
7. Click Update.