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sms.transcript-time-frame

Section: interaction-workspace
Default Value: 24
Valid Values: A positive integer value.
Changes Take Effect: At the next interaction.


Specifies the range of time, in hours, in which to search for previous interactions by the same contact to populate the SMS transcript from the contact history. A value of 0 means nothing is added to the contact history.

sms.transcript-enable-history-filters

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.132.05

Specifies that the value specified for the contact.history.filters-<attribute> option is used to filter the history-based part of the SMS transcript.

sms.time-stamp

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately.


Specifies whether the time stamp is displayed in the SMS transcript area.

sms.system.text-color

Section: interaction-workspace
Default Value: #FF8C8C8C
Valid Values: Valid Hexadecimal color code.
Changes Take Effect: Immediately


Specifies the color of the text for system messages in the SMS interaction view.

sms.subject-max-chars

Section: interaction-workspace
Default Value: 25
Valid Values: A positive integer.
Changes Take Effect: At the next interaction.


Specifies the maximum number of characters from the SMS message that are used to create the message subject in the contact history if the history does not contain subject. A value of 0 means no subject is created.

sms.simple-transcript

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.122.08

Specifies whether the SMS transcript is displayed as simple lines of text lines instead of text blocks.

sms.ringing-bell

Section: interaction-workspace
Default Value: Sounds\Ring.mp3|10|-1|primary
Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
Changes Take Effect: At the next interaction.
Dependencies: application.secondary-audio-out-device, application.secondary-audio-out-device

Specifies the path of the sound file that is played when SMS interaction is ringing. For example: "Sounds\Ring.mp3|10|-1|primary" The value has four components that are separated by the character '|':

  1. The file name and folder relative to the application folder. In some virtual desktop environments, MP3 and other sound file formats cannot be rendered by Direct Show filters. In this scenario, use Direct Show compatible formats such as .wav.
  2. The priority. The higher the integer the higher the priority.
  3. The duration:
    1. -1 means play and repeat until an explicit message stops it. For example, the established event stops the ringing sound.
    2. 0 means play the whole sound one time.
    3. An integer > 0 means a time, in milliseconds, to play and repeat the sound.
  4. Specify whether tones are played on the default audio device, a secondary audio device, or both. If no value is specified for this flag, the value |primary is used by default.

sms.reconnect-timeout

Section: interaction-workspace
Default Value: 10
Valid Values: from 0 to MAXINT
Changes Take Effect: At the next interaction.
Introduced: 8.5.153.05

Specifies the duration, in seconds, between each attempt to reconnect to the sms session in the case of a connection loss.

sms.reconnect-attempts

Section: interaction-workspace
Default Value: 5
Valid Values: from 0 to MAXINT
Changes Take Effect: At the next interaction.
Introduced: 8.5.153.05

Defines the number of reconnection attempts to the sms session to make in the case of a connection loss.

sms.prompt-for-done

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.


Specifies if the application prompts a confirmation message when the user clicks Done. This option is only available for interaction open media. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

sms.outbound-queue

Section: interaction-workspace
Default Value:
Valid Values: Name of a valid Script object of type InteractionQueue
Changes Take Effect: Immediately.


Specifies the Interaction Queue in which outbound SMS are placed when agents click 'Send' (Page mode only). This options is used only when Interaction Workflow does not set 'Queue for New Interactions' when it is routing Inbound SMS to Agents.

sms.other-agent.text-color

Section: interaction-workspace
Default Value: #FF3D464D
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.
Modified: 8.5.122.08

Specifies the color of the text entered by another agent in the SMS interaction view.

sms.other-agent.prompt-color

Section: interaction-workspace
Default Value: #FF295B00
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.
Modified: 8.5.122.08

Specifies the color of the prompt for the messages that are entered by the target agent in the SMS interaction view.

sms.max-message-number

Section: interaction-workspace
Default Value: 8
Valid Values: Any integer greater than or equal to 0.
Changes Take Effect: At the next interaction.


Specifies the maximum number of SMS allowed per message. 0 means there is no maximum value.

sms.from-numbers-business-attribute

Section: interaction-workspace
Default Value:
Valid Values: A valid name of a Business Attribute.
Changes Take Effect: At the next interaction.


A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as 'from numbers' of outbound SMS interactions.

sms.default-queue

Section: interaction-workspace
Default Value:
Valid Values: Name of a valid Script object of type InteractionQueue
Changes Take Effect: At the next interaction.


Specifies the Interaction Queue in which new or reply outbound SMS are submitted when an agent clicks Send and before the interaction is placed in outbound queue.

sms.client.text-color

Section: interaction-workspace
Default Value: #FF3D464D
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.
Modified: 8.5.122.08

Specifies the color of the prompt for the messages entered by a contact in the SMS interaction view.

sms.client.prompt-color

Section: interaction-workspace
Default Value: #FFAF4F0B
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.
Modified: 8.5.122.08

Specifies the color of the text received by a contact in the SMS interaction view.

sms.auto-answer.timer

Section: interaction-workspace
Default Value: 0
Valid Values: Any integer greater than or equal to 0.
Changes Take Effect: At the next interaction.
Dependencies: sms.auto-answer
Introduced: 8.5.105.12

Specifies the time, in seconds, after which an incoming interaction is automatically answered if the value of sms.auto-answer is set to true. If the value 0 is specified, interactions are immediately auto-answered. If any positive integer value is specified, then an interaction notification is displayed to the agent and a timer counts down the seconds until the interactions is auto-answered. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

sms.auto-answer.enable-reject

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Dependencies: sms.auto-answer, sms.auto-answer.timer
Introduced: 8.5.105.12

Specifies whether the Reject button is available in the interaction notification when the value of sms.auto-answer is set to true and the value of sms.auto-answer.timer is greater than 0. The privilege to reject interactions must be granted. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

sms.auto-answer

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.


Specifies whether a SMS interaction is automatically accepted and joined if necessary when a Interaction Server Invite event is received. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

sms.agent.text-color

Section: interaction-workspace
Default Value: #FF3D464D
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.
Modified: 8.5.122.08

Specifies the color of the text of the messages that are entered by an agent in the SMS interaction view.

sms.agent.prompt-color

Section: interaction-workspace
Default Value: #FF2E6599
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.
Modified: 8.5.122.08

Specifies the color of the prompt for the messages that are entered by an agent in the SMS interaction view.

SMS options

Tip
For the most up to date Workspace Desktop Edition configuration options, see the Genesys Configuration Option Database.

Related Resources

The following topics discuss the implementation of these options:

This page was last edited on July 7, 2022, at 18:35.
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