Change Settings and Preferences in the iOS Rep Console

Representative Console Settings - iPad  Representative Console Settings - iPhone

To change your settings on an iPad, tap the Settings button in the upper right corner of the screen.


To change your settings on an iPhone, tap the Action button in the upper right corner of the screen.


Auto Assign allows you to enable or disable auto assignment. You must have the user permission to opt out of session assignments for this option to be available. Auto assignment is used with Equilibrium to route a session to the representative best qualified to handle the issue. For more information about Equilibrium and session assignment, see View Support Sessions in Queue in the iOS Rep Console.

You can choose if your display name should appear in the list of logged in representatives on the public site.You also can log out of the representative console.

Representative Console Preferences - iPad  Representative Console Preferences - iPhone

Tap Preferences.

On an iPad, if Automatically show chat window for new sessions is on, the chat area on the session page will automatically open when a session begins. For access to a quick help reference during sessions, turn on Shake device for help in session view.

If automatic session assignment is disabled on login, then you will not be assigned sessions automatically until you choose to opt in.

If Audible Alerts is on, your device will play audible alerts for certain events that occur within the representative console.

If Absolute Mouse Pointer Position is turned off, you must place your finger on the mouse pointer and drag to move the mouse. Tap and hold to locate the mouse pointer when absolute positioning is turned off. If it is turned on, you can place the mouse pointer wherever your finger touches the screen. When absolute positioning is turned on, tap and hold to open a fly-out menu from which you can choose to left-click, right-click, or double-click. Traditional click methods still apply.