> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/channels-integrations/webagent/configure-webagent-user-settings-storage.md). # Configure WebAgent user settings storage Configure central storage for WebAgent user preferences. WebAgent can store supported user preferences in a central SQL database. Saved preferences can follow the same user when they sign in from another browser or device connected to the same WebAgentService and settings database. Central storage does not cover every display or audio preference. ## Prerequisites * WebAgentService is configured for the target UCCs. * A SQL database is available for WebAgent user settings. * Secure Vault in OnePortal or the approved managed-connection mechanism is available for the environment. * You know which UCCs use the same WebAgentService instance. {% hint style="warning" %} Do not publish or store unmanaged database secrets in UCC configuration. Use Secure Vault or the managed connection mechanism approved for the environment. {% endhint %} ## Understand what WebAgent stores The following preferences use central storage when the capability is enabled. Available controls depend on your version, layout, and enabled features. * Personal contact groups, group membership, and expanded or collapsed group state. * Waiting and Connected queue grouping, sorting, and compact or extended dialogue view. * Keyboard shortcuts enabled or disabled, and auto-answer enabled or disabled. * Selected UCC, saved sidebar tab selection and expanded or collapsed view, and last navigation destination. * Notification time, first open dialogue tab, incoming text-conversation ringtone, and incoming text-message alert. * Previously selected transfer tab, agent overview panel state, conversation-widget configuration, and active UI plugin. * Computer telephony integration (CTI) preferences: search after accept; pop-up behavior for a single match, multiple matches, or no match; no-match entity; single-match page; click-to-dial action; pop on session switch; wildcard search; and toast notifications. ### Browser-specific settings and exceptions * **Theme:** Handled separately from the user-settings database. Do not use a theme change to check central storage. * **Browser-only display details:** Hiding inactive queue items, customized panel width, and collapsed CRM information are saved in browser storage, not this database. * **Sidebar exception:** Selecting a tab can be stored centrally, but deselecting the tab to return to the overview can save that tab choice only in the current browser. {% hint style="info" %} The audio-call ringtone and auto-answer delay are saved in browser storage, even though auto-answer enabled or disabled uses central storage. Confirm behavior for your deployed version with Support before relying on these values across devices. {% endhint %} ### Database schema and user records WebAgentServer creates and updates the required database schema by running migrations after a valid SQL connection is configured. User settings rows are created for agents and supervisors when WebAgentService has a valid database connection available. ## Existing browser preferences Enabling central storage does not upload all existing browser preferences. A preference may still appear in the original browser because it reads a local value; this does not mean it has been saved centrally. After central storage is enabled, select and save the supported preferences you need, then verify them in another browser. Personal contact groups and memberships have a separate import path. When the corresponding server value is absent, loading contacts can import that data from the current browser's existing contact-group storage (IndexedDB). This is not a merge of contact lists from every browser, and existing server values take precedence. Use the browser containing the required groups and memberships, then verify them elsewhere before clearing its browser data. Database schema creation or migration is separate from importing browser preferences. Do not assume changes appear immediately in other sessions that are already open. ## Configure the managed database connection Configure the database connection through the approved managed connection flow for the environment. 1. Confirm which database is used for WebAgent user settings. 2. Confirm that the connection is stored through Secure Vault in OnePortal or the approved managed connection mechanism. 3. Use the approved connection path for WebAgentService. Where that path uses Plugin Settings, the setting name is `SqlConnectionString` and its scope is `WebAgentService`. 4. Link the managed connection to the WebAgentService configuration for the target UCCs. 5. Confirm that all UCCs using the same WebAgentService point to the same managed connection. 6. Restart or refresh WebAgentService only when the environment owner instructs you to do so. {% hint style="info" %} WebAgentService can enable user-settings storage through a valid `SqlConnectionString` setting in the `WebAgentService` scope or a successfully configured database context. Use managed connection handling for customer-facing configuration unless Support confirms another method for the environment. {% endhint %} ## Use SharePoint Plugin Settings only as a fallback Some environments may still support configuring `SqlConnectionString` through SharePoint Plugin Settings. Treat this as a fallback or legacy-supported path, not the preferred cloud configuration path. If support instructs you to use SharePoint Plugin Settings, configure only the `SqlConnectionString` setting in the `WebAgentService` scope and use managed secret handling. Do not store plain-text database passwords in Plugin Settings. ## Keep shared WebAgentService configuration consistent Configure the same user-settings storage for all UCCs that use the same WebAgentService. If different UCCs publish different database connection values for the same WebAgentService, user settings can become inconsistent or unused databases can be created. {% hint style="warning" %} Ask Support to confirm whether your deployed WebAgentService version requires the `SqlConnectionString` setting on one UCC or every UCC sharing the service. Do not infer where to add the setting from the shared database scope. {% endhint %} ## Validate user settings storage 1. Sign in to WebAgent as a test user after central storage is enabled. 2. Change **Notification time** to a different available value, and record that value. 3. Sign out, then sign in as the same user from another supported browser or device using the same WebAgentService and settings database. 4. Open Settings and confirm that **Notification time** matches the value you selected. 5. If it does not match, ask your administrator to check the central-storage capability, database connection, and user-settings record. Do not use a theme change as a substitute for this check. ## Troubleshooting | Symptom | Check | | ---------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | User preferences do not persist | Confirm the preference is supported and the central-storage capability is enabled through a valid managed connection setting or configured database context for WebAgentService. | | Preferences differ between UCCs | Confirm all UCCs using the same WebAgentService use the same managed connection. | | Agents or supervisors do not get settings rows | Confirm WebAgentService has a valid SQL connection and the database schema migrations have completed. | | Storage starts working only after a delay | Confirm whether WebAgentService needed a restart or refresh after the managed connection changed. | --- # Agent Instructions This documentation is published with GitBook. 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