There are three sections under which you can define the Conversation layout and view:

Converse Desk Layouts – Under the Converse Desk Layouts tab, you can help users configure the following:

• Conversation Filters and Global Filters for specific users and profiles.
• Color theme for the Converse Desk.
• Conversation Topic Layout.

Message Settings – Under the Message Settings tab you can define the following:

• The color theme for displaying Automated messages.
• Information to be displayed under every Incoming and Outgoing message bubble.
• Information to be displayed under the information lookup fields.

General Settings – Under the General Settings tab, you can disable or enable user privileges for the following features:

• Send Canned Responses
• Define Character Limit for Messages
• Internal Note
• Configure CRM Actions
• Configure Related Conversation