5.19:Agent-guide/Setup/Preferences

• 5.19

Preferences

Agent Desktop provides configurable options for UI behaviors in Settings > Preferences.

Agent Desktop Settings > Preferences

Enable browser notifications about incoming chat messages

Select to enable browser pop-up notifications about incoming chat messages.

Enable pinned cases section

The Pinned Cases queue shows the name, subject line, etc. of the first received email. When enabled, both the Pinned Cases section and pin button are shown.

Set default email reply behavior to Reply to All

When enabled, an email reply draft will by default include all recipients of the original email. You will still be able to remove or add recipients manually.

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