Valid Values: Any valid Business Attribute name
Changes Take Effect: At the next interaction
Specifies a valid name of a Business Attribute containing emojis.
Default Value: 30,50
Valid Values: A comma-separated list value: warning time, maximum time
Changes Take Effect: At the next interaction
Defines two alarm thresholds, in seconds, that warn agents that they have a pending response to a chat from a customer. Three levels are displayed: before the warning time, between the warning time and the maximum time, and after the maximum time.
Interaction Workspace enables you to handle WhatsApp interactions. This topic is also covered in the Workspace Desktop Edition User's Guide.
Pending response indicator
When you receive a message from a contact, a timer is started and a pending response indicator appears next to the interaction-type icon at the top of the WhatsApp interaction window (). The duration of the timer is specified by your administrator with the option whatsappsession.pending-response-to-customer. This timer indicates that you have a pending response to the contact.
The color of the pending response indicator begins as green. If you have not responded by a specific time interval, the indicator changes to yellow. If you still have not responded by a second time interval, the indicator changes to red and begins to flash. The indicator disappears after you send a message to the contact.
If you have a pending response, and the WhatsApp interaction window is not the active window, the Workspace task icon begins to flash in the Windows taskbar, regardless of the condition that is displayed by the pending response indicator. This flashing stops as soon as you navigate back to the interaction by clicking the Interaction control bar.
Your company might use workbins to manage WhatsApp interactions. A workbin is like a queue in which you can store interactions that are to be handled later. Additionally, when you log out, open WhatsApp interactions are transferred to a workbin for later use. If a customer resumes one of these interactions, it is automatically removed from the workbin and transferred to an available agent.
Click to transfer the interaction to a workbin. The interaction closes in Workspace but the session remains active in the background (server-side) and for the end customer.
To retrieve the interaction from the workbin, select the interaction and click Open, as shown below:
Standard Response Library
You can use the Workspace Standard Response Library to insert prepared replies into your conversation. Text is sent first in a separate message, followed by attachments (if any). You can click the X above an attachment file to remove it from the response.
See Using The Standard Response Library in the Workspace Desktop Edition documentation for more general information on using standard responses.
You can also use standard responses to insert structured messages (also known as Notifications) into WhatsApp interactions. These messages are used to notify customers of useful information such as account balances, service alerts, and more.
You use this feature in the same way you would use a standard response. In the Responses tab, select the standard response that uses the Notification feature and insert it into the conversation. The following is an example Notification message
After you insert the Notification, you can click either the Notification icon or Edit to access the Notification tab and edit the parameter values that are used in the message. After you are done editing, click Send to send the notification, or Cancel to cancel the action.
- See Using The Standard Response Library in the Workspace Desktop Edition documentation for more general information on using standard responses.
- Administrators can refer to the eServices Manager documentation for information on configuring structured messages for WhatsApp.
- Refer to the WhatsApp documentation for more information on using structured messages.
Click to attach a file. You can also receive attachments.
- Click the corresponding icon in the transcript area to display or play the attachment.
- Right-click the icon and select Save as... to save the attachment.
- The file size of an attached file must be smaller than 100 MB.
- The size and type of file that you can attach or receive might be further limited by your configuration.
The following attachment types are supported:
- Non-multimedia files—Non-multimedia files are opened by the default application for that file type. Currently, the following document types are supported: PDF, DOC(X), PPT(X), and XLS(X).
- Audio—An audio attachment icon appears in the message area. Select the icon to open the audio file. Currently, the following file types are supported: AAC, M4A, AMR, MP3, OPUS, OGA, and OGG.
- Images—A preview of the image appears in the message area. Select the image to open the image. Currently, only JPG/JPEG and PNG files are supported.
- Videos—A video attachment icon appears in the message area. Select the icon to open the video. Currently, only MP4 videos are supported.
WhatsApp provides a set of emojis that you can use in chat interactions.
- Click the smiley-face icon to get a selection window.
- Select an emoji.
- When you select an emoji, it appears in the message area.
- The emoji offering is determined by the setting of the whatsappsession.emojis-business-attribute option . If there are no emojis configured or no section specified in the whatsappsession.emojis-business-attribute option, the plugin displays a default set of emojis.
- Refer to the "Enabling emojis" section in the Chat topic of the Workspace Desktop Edition Deployment Guide for information on how to create the business attribute.
All URL links are shown as hyperlinks in the chat window. Click a link to open it in the system default web browser.
Incoming location is shown as a text message with a link (URL) in the chat window. Click the link to view the location in the system default web browser.
Sending outbound messages
You can initiate a conversation with a past contact using the My History view or by viewing the history for a particular contact in the Contact Directory. Select a past interaction with the contact and click .
The interaction opens and you can use the same functionality as an inbound interaction to converse with the contact.
Alternatively, if you have not yet marked an interaction as Done, you can click in the interaction control bar to create a new outbound session.
The Workspace Desktop Edition User's Guide (English only) provides detailed lessons for using all the features of Workspace. You might find the following lessons useful:
- Handle A WhatsApp Interaction
- Blend Different Media Into A Single Conversation
- Main Window Basics
- Workspace Windows and Views
- Basic Use-Case Summary