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email.toast-information-key

Section: interaction-workspace
Default Value: Subject
Valid Values: Any valid character string.
Changes Take Effect: At the next interaction.


Specifies whether the Information area is displayed in the email interaction notification. This option provides the name of the attached data key that contains the information. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.signature

Section: interaction-workspace
Default Value:
Valid Values: file: followed by the file name and path, or response: followed by the full response path in the Standard Response Library (refer to standard-response.categories).
Changes Take Effect: At the next interaction.
Related Options: standard-response.categories

Specifies the type and the location of the signature template, defined in eServices Manager, that is to be added to outbound emails.

The value has two components that are separated by the character ':', the type (file or response) and the location (path).

  1. The type of signature file:
    1. file to specify a file
    2. response to specify a response from the Standard Response Library
  2. The location of the signature template:
    1. The file name and folder relative to the application folder
    2. The response name and full path of the parent category in the Standard Response Library

    For example:

    • file:Signatures\Signature.txt
    • response:RootCategory1/CategoryLevel1/CategoryLevel2/CategorySpecifiedAsRoot/SignatureTemplate

    The specified Standard Response can contain the following field codes:

    • <$Agent.FirstName$>
    • <$Agent.LastName$>
    • <$Agent.FullName$>

    This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.set-ownerid-on-send

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


Specifies whether the owner id of the interaction should be updated with the dbid of the agent when the email is sent. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.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.
Related Options: application.secondary-audio-out-device, application.secondary-audio-out-device

Specifies the path of the sound file that is played when E-Mail 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 plays and repeats 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.

email.resend-prefix

Section: interaction-workspace
Default Value: No default value
Valid Values: Any valid character string.
Changes Take Effect: Immediately
Introduced: 8.5.141.04

Specifies the resend-prefix that is added to the subject of the outgoing email interaction that is created when an agent resends an outgoing or reply email from the History. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.restricted-attachment-file-types

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of file extensions that represent file types that are to be restricted. For example, use txt to restrict plain-text files, htm to restrict HTML files, and so on.
Changes Take Effect: At the next interaction.


Specifies the list of file extensions that represent file types that are to be prevented from being used as attachments. An error message is displayed to an agent who tries to attach a file of a restricted type.

email.reply-prefix

Section: interaction-workspace
Default Value: Re:<SPACE>
Valid Values: Any valid character string.
Changes Take Effect: Immediately.
Modified: 8.5.116.10

Specifies the reply-prefix that is added to subject of the inbound email. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy. The routing strategy can be used to identify the language of the email interaction and the reply prefix used by customers, and then to apply the same prefix to contact center replies in the email thread [Added: 8.5.116.10].

  • Workspace removes multiple reply prefixes and appends either the prefix specified by the routing strategy, the prefix specified by this option, or the default prefix if no prefix is configured [Added: 8.5.116.10].
  • Workspace only adds the reply prefix at the beginning of the subject if one does not already exist [Added: 8.5.116.10].
  • Agents can manually edit the subject prefix of a reply email interaction.

email.reply-format

Section: interaction-workspace
Default Value: auto
Valid Values: Select a value from the following list: auto, html, plain-text.
Changes Take Effect: At the next interaction.


Specifies the format of an outbound email reply.

  • auto—Outbound email reply format is the same as corresponding inbound email.
  • html—Outbound email reply format is forced to HTML.
  • plain-text—Outbound email reply format is forced to plain text.

email.reply-copy-category-id

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

Specifies whether the Category ID of the reply outbound email is copied to the parent inbound email. Note: the CategoryId of the outbound email is typically specified based on the Category of the standard response that an agent inserts in the email.

email.quote-header

Section: interaction-workspace
Default Value: On <date>, <contact> wrote:
Valid Values: Any valid character string.
Changes Take Effect: Immediately.


Specifies the character string that is used to introduce the quoted inbound email content in the body of the outbound email. The following tags can be used: <contact>, <date>. These tags are replaced respectively by the contact name and the date and time of the interaction when they appear in the outbound email.

email.quote-char

Section: interaction-workspace
Default Value: >
Valid Values: Any valid character string.
Changes Take Effect: Immediately.


For outbound email that is formatted as plain text, specifies the characters that are used to quote the contents of the inbound email interaction in the outbound email interaction body.

email.qa-review-dispositions-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 to populate the E-Mail QA Review Dispositions drop-down button (on the reviewer's desktop). This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.pull-from-history-isenabled

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


Specifies whether it is possible to pull an Email interaction from Contact History. This option is applicable only if at least one of the following privileges has been granted to the agent: Contact - Can Pull From Queue, Contact - Can Pull Interactions In Shared Workbins, and Contact - Can Pull Interactions In Workbins Not Owned By The User.

email.prompt-for-done

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


Specifies if application prompts a confirmation message when a user clicks the 'done' button. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.outbound.editable-to-addresses

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.114.08

Specifies if an agent can edit the list of 'To' addresses of a Reply Outbound E-Mail that is populated by Workspace at the time the agent clicked 'reply' or 'reply all'. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.outbound.editable-cc-addresses

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.114.08

Specifies if an agent can add Cc addresses to a new or reply or forward outbound e-mail or edit the list of existing Cc addresses of a reply outbound e-mail populated by Workspace at the time the agent clicked 'reply all'. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.outbound.editable-bcc-addresses

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.114.08

Specifies if an agent can add Bcc addresses to a new or reply or forward outbound e-mail or edit the list of existing Bcc addresses that would have been added by another agent in a former draft edition of the new or reply or forward outbound e-mail. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.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 emails are placed when agents click Send or Send Interim. This option is used only when Interaction Workflow does not set Queue for New Interactions, when it is routing inbound emails to agents.

email.outbound.copy-editable-case-data-in-inbound

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.141.04

Specifies whether editable case data is copied back to the original inbound email from an outgoing reply email interaction when it is sent. This option does not affect interim-send email interactions. If set to false, the original inbound email case data is not updated.

email.move-inbound-to-in-progress-workbin-on-reply

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Related Options: workbin.email.in-progress

Specifies where the parent inbound email resides after an agent clicks Reply.

  • If the value is true, whenever an agent replies or replies-all to an inbound email interaction stored either in a personal in-progress, a shared workbin, or in Contact History, the inbound email interaction is moved to the workbin configured as the in-progress workbin (refer to the workbin.email.in-progress option).
  • If the value is false, the behavior depends on the reply type. If the reply is done while the email is opened on the agent's desktop, the inbound email is moved to the workbin that is configured as the in-progress workbin. If the reply is done directly from a workbin or from history without opening the inbound email first, the inbound email remains in the personal or shared workbin, or in the queue.

Subsequent operations like Delete Draft, followed by 'Put back inbound email in workbin' or Interim Send followed by 'Put back inbound email in workbin' do not change the storage location of the inbound email.

email.max-attachments-size

Section: interaction-workspace
Default Value: 0
Valid Values: Any valid positive integer. 0 means no maximum.
Changes Take Effect: At the next interaction.


The total maximum number of megabytes of files that agents can attach to an outbound e-mail interaction. An error message is displayed to the agent if the total number of megabytes for all attached files exceeds this value. The value 0 means that there is no restriction.

email.mandatory-subject

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At next attempt to send an email.
Introduced: 8.5.119.05

Specifies whether the subject of an outbound email must be specified to enable the Send operation.

  • false: No control is applied on the content of the subject field.
  • true: Email sending cannot be completed until the subject field is not empty. An error message is displayed.
  • prompt: If the subject is empty, a confirmation box is displayed to prompt the agent to add a subject or proceed with sending without a subject.

email.inline-forward-queue

Section: interaction-workspace
Default Value:
Valid Values: Name of a valid Script object of type InteractionQueue
Changes Take Effect: Immediately.
Introduced: 8.5.113.11

Specifies the Interaction Queue in which outbound emails created for in-line forwarding are placed when agents clicks Complete Forward.

email.inline-forward-prefix

Section: interaction-workspace
Default Value: Fwd:
Valid Values: Any valid character string.
Changes Take Effect: Immediately.
Introduced: 8.5.113.11

Specifies the prefix, if any, that is added at the beginning of the subject of the original email to be forwarded. Does not apply to emails forwarded as an attachment. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.include-standard-response-subject-on-insert

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.100.05

Specifies whether the subject of the Standard Response that is selected by the agent is included in the email subject when an agent inserts the Standard Response in the email interaction.

email.include-original-text-in-reply

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


Specifies whether the text of the original inbound email is included in the outbound reply email. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.html-format

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


Specifies whether or not the format of a new outbound email is html or plain text. When set to true, new email will be formatted in HTML.

email.from-addresses.force-default-on-reply

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Dependencies: email.from-addresses
Introduced: 8.5.143.08

In environments where the option email.from-addresses is set to a valid Business Attribute name, this option specifies whether the default From address of a reply email interaction is the default value configured in the Business Attribute (true) or the target inbound mailbox of the parent inbound email interaction (false).

email.from-addresses

Section: interaction-workspace
Default Value: $EMAILSERVER$
Valid Values: A valid Business Attribute name or $EMAILSERVER$.
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.115.17

A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as available from addresses of Email interactions. The value $EMAILSERVER$ specifies that from addresses are populated from the POP client sections of Email Server applications. The $EMAILSERVER$ value is applicable only if the Workspace Application object has a connection configured to an Interaction Server to which the Email Server is also connected. Note that this is not the case when Workspace connects to Interaction Server Proxies dedicated to Agents. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.forward-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 inbound email interactions are placed when an agent forwards an inbound email interaction as an attachment to an external resource.

email.forward.enable-multiple-to-addresses

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.104.15

Specifies whether it is possible to forward an inbound email as an attachment to multiple external resources.

email.forward.enable-instructions

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.104.15

Specifies whether it is possible for agents to add instructions when forwarding an inbound email as an attachment to an external resource.

email.forward.enable-cc-addresses

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.104.15

Specifies whether it is possible to add cc addresses when forwarding an inbound email as an attachment to an external resource.

email.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 e-mails are submitted.

email.can-change-text-direction

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


Specifies whether the Right-to-left Text Direction and Left-to-right Text Direction buttons are enabled in the outbound email editor. Agents can use these buttons to change the text field to left-to-right (LTR) script or right-to-left (RTL) script. This means that an email can have a mix of both LTR and RTL scripts. Enabling the option is not mandatory if agents are working exclusively in LTR or RTL scripts.

email.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: email.auto-answer
Introduced: 8.5.105.12

Specifies the time, in seconds, after which an incoming interaction is automatically answered if the value of email.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.

email.auto-answer.enable-reject

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

Specifies whether the Reject button is available in the interaction notification when the value of email.auto-answer is set to true and the value of email.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.

email.auto-answer

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


Specifies whether an e-mail interaction is automatically accepted 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.

email.attachment-download-timeout

Section: interaction-workspace
Default Value: 20
Valid Values: An integer value between -1 and 3600.
Changes Take Effect: Immediately.


Defines the maximum duration, in seconds, of the download of an attachment. The value -1 means that there is no maximum time.

Email options

[Modified: 8.5.143.08]

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 December 11, 2020, at 14:51.
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