Engage Digital | Intro to settings

The Settings menu in the platform is where you configure a variety of settings including basic account settings, security settings that control user and application-level access to your account, business hours that specify when you are open for business, and notifications for events that occur in the platform. The Settings menu also lets you enable certain opt-in features which are enabled through extensions. Finally, you can also access an audit log that contains a record of every configuration or message handling event in the system.

Account settings

When you’re configuring the platform, you’ll have access to a variety of basic configuration settings, such as settings affecting agents and the agent interface, settings that control how agents can manage messages, settings related to channels and communities, and settings that affect how analytics metrics are generated.

You can find account settings by navigating to Settings > Account Settings in the left nav bar.

Security 

The Security page allows you to configure settings related to your general security, user password settings, and content security policy. The general security settings that you configure control the security of the browser application itself, such as whether the application can be included in an iframe — such as within the application’s integration with Salesforce.
 
The user password settings control whether passwords expire, and the strength required for passwords.
 
The content security policy settings control whether you can use a Content Security Policy (CSP) as an added layer of security to detect and mitigate certain types of attacks, including cross-site scripting and data injection attacks. A policy may enforce a stricter execution mode for JavaScript in order to prevent certain cross-site scripting attacks.

Business hours

The Business Extensions page lets you specify the opening hours of your business, mainly for analytics purposes. Business hours allow you to measure case times only during the service's operating hours. If an automated message is configured to be sent outside business hours for one or several channels, the message is sent when a customer message is received outside the business hours that you specify.

Notifications

The Notifications page allows you to set alerts that display for agents or for specific user groups. You can configure a variety of different notifications based on the different requests that are available in the platform. You can configure notifications with different message thresholds and other metrics.

Extensions

The Extensions page allows you to enable certain opt-in functionality in the platform, such as related to authorization features for platform access such as JWT or SAML single sign-on (SSO), and IP filtering; data management features such as automatic exports, and data purging, agent-related features such reply assistant, or custom satisfaction surveys, and message management features such as the rules engine.  
 
Before configuring any of these features in your account, you should enable the appropriate extension.

Audit log

The audit log contains a record of every administrative action and message handling event in the system. By viewing audit logs, you can monitor agent’s actions, authentication failures, invalid login attempts, and other activity done on the system.
 
For information about how supervisors use the audit log to monitor agents, see Viewing an agent's audit logs.
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