# Profile settings

## User Statuses and Substatuses

The **status** shows if a user is available for a conversation and, if not, provides a reason for their unavailability.

{% hint style="info" %}
Upon logging in, the default user status is Busy - System.
{% endhint %}

{% hint style="success" %}
Users must be in the Online status for dialogs to be automatically assigned to them.
{% endhint %}

There are the following Statuses and Substatuses in the system:

<figure><img src="https://2498134934-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F5yF7NRiGknx3Bqj4OgYA%2Fuploads%2FXKEfjzJIF5SKD68gK7vF%2Fimage.png?alt=media&#x26;token=18fd13d8-d973-479f-9d66-d67dc5a576c2" alt=""><figcaption></figcaption></figure>

1. **Online** – a user is logged into the system and ready to handle dialogs.&#x20;

* Idle - an agent is idle with no assigned conversations.
* Interacting - an agent is handling conversations. At least 1 conversation has been assigned.

{% hint style="info" %}
The system automatically selects a substatus for the Online Status based on whether an agent has any assigned conversations.
{% endhint %}

2. **Busy** - a user is logged in, but not ready to handle dialogs.

* System - (system) the substatus a user is automatically switched to upon login.
* Not responding - (system) the substatus a user is automatically switched to if they do not answer (accept) a conversation within the Alerting Timeout.
* Other substatuses are created by users (For more details - [Substatus settings](https://help.novatalks.com.ua/en/settings/account-settings#substatuses))

{% hint style="info" %}
When switching to the Busy status, a user must select a substatus to indicate a reason, such as a break, lunch, etc. The system automatically switches to system substatuses when certain events occur, (e.g. if an agent does not accept a conversation, the system automatically switches substatus to Busy - Not Responding).
{% endhint %}

3. **Offline** - not in the system. The status is not available for selection. A user is automatically switched to this status when logging out.

***

## Shortcuts <a href="#shortcuts" id="shortcuts"></a>

You can use **keyboard shortcuts** for common operations.

The following shortcuts are available:

<figure><img src="https://2498134934-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F5yF7NRiGknx3Bqj4OgYA%2Fuploads%2Fb4GteWECmRJsPFrOYYAQ%2Fimage.png?alt=media&#x26;token=e7890386-384f-4a67-82e5-df29224c0a80" alt=""><figcaption></figcaption></figure>

* Open conversation&#x20;
* Toggle snooze dropdown
* Go to Contacts Dashboard
* Go to Settings
* Resolve Conversation&#x20;
* Go to Conversation Dashboard
* Go to Reports sidebar

***

## Profile settings

In the Profile Settings tab, users can set a personal avatar, change personal information, password, control access from other devices, and copy the access key.

### Profile

<figure><img src="https://2498134934-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F5yF7NRiGknx3Bqj4OgYA%2Fuploads%2FDQs9NFjuam18KgwvNJNn%2Fimage.png?alt=media&#x26;token=2106cca6-3216-4c40-b033-57f6851fc1a4" alt=""><figcaption></figcaption></figure>

* Profile image&#x20;
* Your full name&#x20;
* Display name - a name that will be displayed in an online chat, for example, Agent 1&#x20;
* Your email - an email address used to log in to NovaTalks&#x20;
* Site language
* Time zone&#x20;

### Password

<figure><img src="https://2498134934-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F5yF7NRiGknx3Bqj4OgYA%2Fuploads%2FOjp7mlSucYBjEf5eMaFG%2Fimage.png?alt=media&#x26;token=6aa9112f-f63c-49a0-a8d8-86710b79cf16" alt=""><figcaption></figcaption></figure>

* Current password&#x20;
* New password&#x20;
* Confirm new password&#x20;

### Devices

The Devices tab allows users to control access to their account by viewing detailed information about each active session and terminating unnecessary or suspicious sessions.

<figure><img src="https://2498134934-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F5yF7NRiGknx3Bqj4OgYA%2Fuploads%2FS002weAAqjWxGZq32UPd%2Fimage.png?alt=media&#x26;token=3f047ce4-e931-4ba0-85c1-e61362d1fe8e" alt=""><figcaption></figcaption></figure>

* active session on the current device&#x20;
* active session on another device with the option to end the session

{% hint style="info" %}
The user can log in only once from one type of device.
{% endhint %}

### Access token

<figure><img src="https://2498134934-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F5yF7NRiGknx3Bqj4OgYA%2Fuploads%2FJedUlyty6kpHyyd1bjhT%2Fimage.png?alt=media&#x26;token=4649e5e3-de96-48cc-a145-7d17d1010fa7" alt=""><figcaption></figcaption></figure>

* Access token - a key that can be used when creating an API integration

***

## Logout from NovaTalks <a href="#logout" id="logout"></a>

An option to log out of the system.

{% hint style="warning" %}
It is essential to log out of the system at the end of the workday to ensure accurate status statistics.&#x20;

After logging out, an agent status automatically changes to Offline.
{% endhint %}


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://help.novatalks.com.ua/en/get-started/profile-settings.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.