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Personal Configuration page in light mode

Personal Configuration — your own routing and contact settings

Personal Configuration is the self-service page where every operator tunes how the platform routes conversations to them — their skills, their concurrency limits, and where transferred calls should land when they happen. Settings saved here take effect immediately for all new conversations.

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Accessing Personal Configuration

Navigate to Monitor > Inbox > Personal in the left sidebar.

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Skills

The Skills multi-select is how you declare what kinds of conversations you can handle. The routing engine matches every skill required by a handoff against the skills you’ve selected — only users whose skill set covers the request are eligible.
Start broad. Selecting Customer Assistance alone makes you eligible for general handoffs. Add specialized skills like Billing or Spanish only when you’re confident you can handle them — narrower selections make you eligible for fewer conversations.
Skill definitions are tenant-wide and managed by admins under Operations > Skills. If a skill you need isn’t in the dropdown, ask an admin to create it.

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Voice Calls

The Voice Calls toggle controls whether the router will send you voice conversations. Off means chat-only routing — useful when you’re in a noisy environment or on a call already.

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Max Concurrent Chats

The maximum number of chat conversations the router will assign to you at once. Range 0–10.

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Max Concurrent Emails

Same idea as Max Concurrent Chats, but for email conversations. Range 0–10. Email is typically slower than chat, so concurrency tends to be higher.

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Mobile Phone Number

Where a transferred call should reach you when you’re away from your desk — PSTN destination for Internal Contact transfers steered at your skills. Use E.164 format (+1 555 555 0123); the country selector to the left of the textbox sets the dial code.
Calls only route here when a flow’s Internal Contact transfer step matches a skill you’ve selected. The mobile number isn’t used for routing customer calls directly — only for delivering transfers.

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SIP Trunk

The SIP destination for transferring calls to your desk phone or softphone. Numeric IDs and SIP URIs are both accepted. If both Mobile Phone Number and SIP Trunk are set, the platform attempts the SIP trunk first and falls back to PSTN on failure.

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Saving

Click Submit at the bottom of the form. A “User Configuration Updated” toast confirms success. Changes apply to new sessions only — anything already routed to you keeps running with its original settings.

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Troubleshooting

Operations: Skills

Where the skills you can select are defined.

Internal Contact

How a flow transfers calls to a human via skill-matching.

Inbox

Where the conversations the router sends you appear.