<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p id="isPasted"><strong>In this guide we will cover:</strong></p><p><strong>- Hierarchy Used for Chat Overrides</strong></p><p><strong>- Override Locations</strong></p><p><br></p><p><br></p><p>Different chat profiles can be overridden for Users within the Self-Service Portal with the below areas of the system.</p><p><br></p><p><strong><span style="font-size: 14pt;">Hierarchy Used for Chat Overrides</span></strong></p><p>The chat profile that will be used within the Self-Service Portal will be determined by the following hierarchy:</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">- User Role </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">- Customer</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">- Organisation (if multi-tenancy is used)</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">- Global</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"></p><p><strong><span style="font-size: 14pt;">Override Locations</span></strong></p><p><strong><span style="font-size: 12pt;">User Role</span></strong></p><p>Under Configuration > Users > User Roles > select a role > Permissions tab > 'Self Service Portal Chat Profile Override'. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ3ZWZiNmY2LThmN2MtNGM4Mi05MDFjLWY0YTI1NGU5Yjg3NyJ9.SwJ2lQUaBTCyAiJrS5hmoSWK1f9JiOpd8Ph72OQF_CU" class="fr-fic fr-fil fr-dib" width="1095" style="width: 1097px; height: 763.71px;" height="764"></p><p><strong><span style="font-size: 10pt;">Fig 1. User role chat profile override.</span></strong></p><p><br></p><p>The chat profile set here will be used for any users with this role, this will override all other profile overrides. If set to *None* the user will not be able to use any chat profiles. If the user has multiple roles, the chat profile override set against the role with the lowest ID (role ID) will be used. Role ID is visible in the URL when configuring the role. </p><p><br></p><p><strong><span style="font-size: 12pt;">Customer</span></strong></p><p>Within the Customer profile > "Settings" tab > "Self Service Portal" dropdown, set the "Self-Service Portal Chat Profile".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRkNWQyYzkyLTU1ZTctNDFmYy05NmJiLTNhZDJjMGRjNTIxMyJ9.pNEy7fj0fKNoDdMPpZuLqDa4CecbRsYSrW189lPT6_8" class="fr-fic fr-fil fr-dib" width="669" height="765"></p><p><strong><span style="font-size: 10pt;">Fig 1. Customer chat profile override.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Organisation (if multi-tenancy is used)</span></strong></p><p>Navigate to Configuration > Organisations/Tenants > Configure Organisations, and choose an Organisation. Switch to the "Settings" tab, and set the </p><p>"Self Service Portal Chat Profile Override". </p><p><br></p><p>This option will only show if "Enable Multi-Tenancy" is enabled in Configuration > Organisations/Tenants.</p><p> </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFhODI4MTM0LTZiNjAtNDliOS1hMGUzLWVhMWEyYThlNTUxNCJ9.NTmTDS-zA6T0YHUYIA2NBIZyRmFd3KILOCWwRdmfcog" class="fr-fic fr-fil fr-dib" width="784" height="646"></p><p><strong><span style="font-size: 10pt;">Fig 2. Organisation chat profile override.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Global</span></strong></p><p>To set the global level setting, navigate to Configuration > Chat, and set the below. This will show when "Enable Chat for End-Users on the Self-Service Portal" is enabled above it.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYwYzRjOTI4LThlZTctNGI4NC1hNzQ1LTBmMmQ4NjdmNDdkYyJ9._RsB1G3BTLMVPaFw55nfEMx5pXDst-HiacOrchA1ljg" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 271.995px;" height="272"></p><p><strong><span style="font-size: 10pt;">Fig 3. Global chat profile setting.</span></strong></p>
