settings.json

{
  "tags_config": {
  "agent": [
    
  ],
  "user": [
    {
      "tags": [
        "usertag1",
        "usertag2"
      ],
      "operator": "all",
      "message": "<b>IMPORTANT</b> This end-user is flagged as being very sensitive to the English languge. Make sure you proof read all your communication.",
      "kind": "alert"
    },
    {
      "tags": [
        "usertag3"
      ],
      "operator": "any",
      "message": "This end-user has very long history with us and should be treated carefully",
      "kind": "notice"
    }
  ],
  "organization": [
    {
      "tags": [
        "orgtag1"
      ],
      "operator": "any",
      "message": "<b>WARNING!</b><br>This organization is a key business partner. All your communication with anyone from this organization should be pre-approved!",
      "kind": "error"
    }
  ],
  "ticket": [
    {
      "tags": [
        "sla_standard",
        "priority_changed"
      ],
      "operator": "any",
      "message": "This ticket is on <b>STANDARD SLA</b> at this moment. If you change priority to Urgent it will impact the SLA.",
      "kind": "notice",
      "css": "background:black;color:white;"
    }
  ],
  "ticket_requester": [
    {
      "tags": [
        "usertag1"
      ],
      "operator": "all",
      "message": "You are dealing with VIP customer. Please follow these advises:<ul><li>1. Always proof read your comments;</li><li>2. Use dedicated macro if available;</li><li>3. Avoid complex responses.</li></ul>",
      "kind": "alert"
    }
  ],
  "ticket_assignee": [
    {
      "tags": [
        "eng"
      ],
      "operator": "any",
      "message": "Ticket is assigned to Newhire. Make sure all customer communication has been approved.",
      "kind": "alert"
    },
    {
      "tags": [
        "new_ticket"
      ],
      "operator": "all",
      "message": "It is uncommon for Newhires to handle tickets like that. Check with your manager.",
      "kind": "error"
    }
  ],
  "ticket_organization": [
    {
      "tags": [
        "orgtag2"
      ],
      "operator": "any",
      "message": "This organization has open opportunity with us at this moment. Please treat it carefully!",
      "kind": "alert"
    }
  ],
  "ticket_collaborators": [
    {
      "tags": [
        "orgtag2"
      ],
      "operator": "any",
      "message": "Person CCed to this ticket is known as <b><CEO/b>. Make sure you are sending relevant communication out.",
      "kind": "notice"
    },
    {
      "tags": [
        "test_tag1"
      ],
      "operator": "all",
      "message": "Person CCed to this ticket is one of local managers. None of the managers should be CCed on tickets like that.",
      "kind": "error",
      "css": "background:orange;color:white;"
    }
  ]
},
  "show_popup": true,
  "hide_section_name": true,
  "hide_disclaimer": true,
  "hide_if_no_messages": true
}