Change Settings and Preferences in the Representative Console

BeyondTrust Rep Console Settings

Click on File > Settings in the upper left-hand corner of the console to configure your preferences.

In general, you may configure the console settings according to your preferences. However, your BeyondTrust administrator may choose to manage your settings, possibly enforcing those managed settings.


Rep Console Settings Changed Alert Message

If your BeyondTrust administrator has changed and applied the default settings, then you will see a Settings Changed alert the next time you log into your console. Click View Settings to open your settings window to view the changes, or simply click OK to acknowledge the changes.

Changing Settings

These instructions assume you are allowed to choose the settings used in your console. Settings enforced by your administrator appear marked with an asterisk and grayed out, and they are not locally configurable. See your administrator or the administrative guide representative console settings topic for more information.

Screenshot of the restore rep console settings message

Each console settings window includes a Restore Defaults button in the lower left-hand corner of the window which will return all of your settings to the BeyondTrust default settings or to the default settings applied by your administrator if any have been set. An alert dialog asks you to confirm that you wish to change to the defaults. Click Cancel if you wish to return to your locally saved preferences. Note that if any of the defaults are forced by your administrator, you are unable to configure them.


Screenshot of the rep console global settings section

From the Global Settings section, you may choose to enable or disable spell check for chat and session notes. Currently, spell check is available for US English only.

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

If, under Quick Start Buttons, you select Start Session, you will see a Start button at the top of your representative console. Clicking this button walks you through the ways your customer can start a support session. You also can select Session Key to display a session key generation button, and select Support Buttons to display a button to launch the Support Button management interface. Select Jump To, RDP, VNC, Shell Jump, and Intel® vPro to display buttons to launch those respective Jump connections. Start Presentation allows you to easily start a new presentation.

Choose if you want the session menu icon to display, if the sidebar can be detached, and if the widgets on the session sidebar can be rearranged and resized.

If real-time chat translation is enabled for your site, select your preferred chat language from the dropdown menu. This lets the rep console know what language you type in so that chat messages can be translated to the customer's selected language and vice-versa..


Screenshot of the Alerts settings Chat Messages in the rep console

Choose your alert settings for chat messages. When you receive a chat message, you can choose to hear a sound and to see the application icon flash.

If you would like to upload a custom sound for chat messages, click the […] button and select a WAV file on your computer. The file can be no larger than 1MB.

Choose if the team chat should include status messages, such as users logging in and out, or only chats sent between team members.

Choose if you want to receive pop-up notifications for messages received in a team chat and/or in a session chat.


Screenshot of the Queue Alerts settings in the rep console

Choose if you want to hear an audible alert when a customer enters one of your queues and/or when a waiting session has been marked as overdue. If you would like to upload a custom sound for either of these alerts, click the […] button and select a WAV file on your computer. The file can be no larger than 1MB.

Also choose if you want to see the application icon flash when a customer enters one of your queues and/or when a waiting session has been marked as overdue. Additionally, when a customer enters your personal queue, such as by clicking on your name or entering a session key on the public site, the session can start immediately or prompt for your acceptance.

You also can choose to receive pop-up notifications for certain events. These notifications appear independent of your console and on top of other windows. Set where you wish to see pop-ups and how long they should display.

Choose if you wish to hear an alert when a support session is automatically assigned to you. You can designate a custom sound for session assignments.

Additionally, you can choose to be alerted when an automatically assigned session invitation is about to expire. You can choose a custom sound or select System Beep, which will play your default system sound.


Screenshot of the Support Sessions Automatic Behavior settings in the rep console

Choose whether you want to start sessions with chat only or to immediately request screen sharing.

You can choose to open sessions as tabs in the console or to automatically detach sessions into new windows.

For situations where you might experience issues because a customer’s secure desktop is enabled, you can be prompted to elevate to run with administrative rights when the session begins.


Screenshot of the Support Sessions Support Tools Settings in the rep console.

Set the default quality and size for a screen sharing session. When screen sharing starts, you can automatically enter full screen mode, which in turn can automatically collapse the chat bar.

Also when screen sharing starts, the remote system can automatically have its display, mouse, and keyboard input restricted, providing a privacy screen.

Select the default RDP display size for all RDP sessions.

For easier access to screenshots you capture from the console, set the default directory where you will save your console-captured remote screenshots.

For easier file transferring, set the default directory from which you wish to start browsing your local file system.

Set the number of lines to save in the command shell history.