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interaction-workspace Section



  


applebcsession.attachment-filter

Default Value: pdf:doc:docx:ppt:pptx:xls:xlsx:jpg:jpeg:png:gif:bmp:mp4:amr:mp3
Valid Values: Any valid file extension
Changes Take Effect: Immediately


Specifies a colon-separated list of media file types that are permitted for outbound attachments.

applebcsession.attachment-max-size

Default Value: 10240
Valid Values: Any integer from 1 to 1048576
Changes Take Effect: Immediately


Specifies the maximum file size of the outbound attachment in KB.

applebcsession.auto-answer

Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction


Specifies whether Apple Business Chat interactions are answered automatically.

applebcsession.background-color-agent

Default Value: #FFF3F7FB
Valid Values: Color hexadecimal (#RRGGBB)
Changes Take Effect: Immediately


Specifies the background color for agent messages.

applebcsession.background-color-agent.high-contrast

Default Value: #FF007E72
Valid Values: Color hexadecimal (#RRGGBB)
Changes Take Effect: Immediately


Specifies the background color for agent messages for the HighContrast theme.

applebcsession.background-color-client

Default Value: #FFDBE5F4
Valid Values: Color hexadecimal (#RRGGBB)
Changes Take Effect: Immediately


Specifies the background color for client messages.

applebcsession.background-color-client.high-contrast

Default Value: #FF021A87
Valid Values: Color hexadecimal (#RRGGBB)
Changes Take Effect: Immediately


Specifies the background color for client messages for the HighContrast theme.

applebcsession.background-color-external

Default Value: #FFF5F5F5
Valid Values: Color hexadecimal (#RRGGBB)
Changes Take Effect: Immediately


Specifies the background color for external messages.

applebcsession.background-color-external.high-contrast

Default Value: #FF00766B
Valid Values: Color hexadecimal (#RRGGBB)
Changes Take Effect: Immediately


Specifies the background color for external messages for the HighContrast theme.

applebcsession.background-color-sessioninfo

Default Value: #FFA0C89F
Valid Values: Color hexadecimal (#RRGGBB)
Changes Take Effect: Immediately
Modified: 9.1.002.07

Specifies the background color for session info messages.

applebcsession.background-color-sessioninfo.high-contrast

Default Value: #FF005000
Valid Values: Color hexadecimal (#RRGGBB)
Changes Take Effect: Immediately
Modified: 9.1.002.07

Specifies the background color for session info messages for the HighContrast theme.

applebcsession.background-color-sessioninfo-other

Default Value: #FFD3D3D3
Valid Values: Color hexadecimal (#RRGGBB)
Changes Take Effect: Immediately
Introduced: 9.1.002.07

Specifies the background color of session info messages for other channels.

applebcsession.background-color-sessioninfo-other.high-contrast

Default Value: #FF000000
Valid Values: Color hexadecimal (#RRGGBB)
Changes Take Effect: Immediately
Introduced: 9.1.002.07

Specifies the background color of session info messages for the HighContrast theme for other channels.

applebcsession.emojis-business-attribute

Default Value:
Valid Values: Any valid business attribute name
Changes Take Effect: At the next interaction


Specifies the valid name of a Business Attribute containing emojis.

applebcsession.font-size-text

Default Value: 15
Valid Values: Any integer from 10 to 50
Changes Take Effect: Immediately


Specifies the font size for message text in the transcript.

applebcsession.generic-thumbnail-height

Default Value: 50
Valid Values: Any integer from 1 to 1080
Changes Take Effect: Immediately


Specifies the thumbnail height, in pixels, for all binary attachments other than images.

applebcsession.generic-thumbnail-width

Default Value: 50
Valid Values: Any integer from 1 to 1920
Changes Take Effect: Immediately


Specifies the thumbnail width, in pixels, for all binary attachments other than images.

applebcsession.get-transcript-interactions

Default Value: true
Valid Values: true, false
Changes Take Effect: At the next interaction


Specifies whether the main interaction window shows transcripts of past interactions with the contact.

applebcsession.image-thumbnail-height

Default Value: 100
Valid Values: Any integer from 1 to 1080
Changes Take Effect: Immediately


Specifies the thumbnail height, in pixels, for all image attachments.

applebcsession.image-thumbnail-width

Default Value: 200
Valid Values: Any integer from 1 to 1920
Changes Take Effect: Immediately


Specifies the thumbnail width, in pixels, for all image attachments.

applebcsession.max-text-message-size

Default Value: 5000
Valid Values: Any integer from 1 to 2147483647
Changes Take Effect: At the next interaction


Specifies the maximum size of the message in bytes.

applebcsession.on-hold-queue

Default Value:
Valid Values: Any valid Script name of type "Interaction Queue"
Changes Take Effect: At the next interaction attempt to put the chat in queue


Specifies the Interaction Queue where the chat interaction is placed when the agent hits the "Place chat on hold" button.

applebcsession.outbound-appname

Default Value:
Valid Values: Any valid application name
Changes Take Effect: At the next attempt to create a new outbound chat session


Specifies the application name of Digital Messaging Server that will be used to create an outbound chat session.

applebcsession.outbound-channel

Default Value:
Valid Values: Any valid appplication name
Changes Take Effect: At the next attempt to create a new outbound chat session


Specifies the channel name defined in the Digital Messaging Server application that will be used to create an outbound chat session.

applebcsession.outbound-itx-postprocessing-queue

Default Value:
Valid Values: Any valid Script name of type "Interaction Queue"
Changes Take Effect: At the next interaction attempt to put the chat in queue
Introduced: 9.1.002.07

Specifies the Interaction Queue where the outbound chat interaction is placed when the agent hits the "Done" button.

applebcsession.pending-response-to-customer

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.

applebcsession.reconnect-attempts

Default Value: 5
Valid Values: Any nonnegative integer
Changes Take Effect: Immediately


Specifies the number of attempts to reconnect to the chat session in the case of a connection loss.

applebcsession.reconnect-timeout

Default Value: 10
Valid Values: Any nonnegative integer
Changes Take Effect: Immediately


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

applebcsession.response-wait-time

Default Value: 10000
Valid Values: Any positive integer
Changes Take Effect: Immediately
Introduced: 9.1.002.07

Specifies the timeout, in seconds, for waiting for a response from a remote server.

applebcsession.show-cross-channel-messages

Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction
Introduced: 9.1.002.07

Specifies whether the main interaction window shows transcripts of past interactions with the contact and other channels.

applebcsession.show-system-messages-in-history

Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction


Specifies whether system messages (such as joined/left session, error messages, etc.) are shown when displaying previous chat sessions.

applebcsession.toast-information-key

Default Value: Subject
Valid Values: Any valid attached data key name
Changes Take Effect: Immediately


Specifies whether the information area is displayed in the Apple Business Chat interaction notification. The option specifies the name of the attached data key that contains the information. This option can be overridden by a routing strategy, as described in the Workspace Desktop Edition Deployment Guide.

applebcsession.transcript-interactions-count

Default Value: 1
Valid Values: Any integer from 1 to 1000
Changes Take Effect: At the next interaction


Specifies the number of previous chat sessions that are shown when the agent clicks "See older messages...".

applebcsession.typing-timeout

Default Value: 10
Valid Values: Any nonnegative integer
Changes Take Effect: Immediately


Specifies the duration, in seconds, for "Agent typing" notifications.

applebcsession.url-regex

Default Value: (?i)(http|https|ftp)\:\/\/[a-zA-Z0-9\-\.]+\.[a-zA-Z]{2,3}(\:[a-zA-Z0-9]+)?(\/)?([a-zA-Z0-9\-\._\?\,\'\/\\\+\&\%\$\#\!\=\~\)\(\*\:])*[^\'\u2026\<\>\"\.\,\)\(\s]
Valid Values: Any valid regular expression
Changes Take Effect: Immediately
Modified: 9.1.002.07

Specifies the regular expression for identifying URL links.

intercommunication.applebcsession.queue

Default Value:
Valid Values: Name of a valid Script object of type Interaction Queue
Changes Take Effect: At the next attempt to request a conference with an Agent Group or with an agent of a particular Skill


Specifies the name of the Interaction Queue that is used by the routing-based feature for Apple Business Chat. The following attached data is added by Workspace: IW_RoutingBasedOriginalEmployeeId, IW_RoutingBasedTargetId, IW_RoutingBasedTargetType, IW_RoutingBasedRequestType.

intercommunication.applebcsession.routing-based-actions

Default Value: OneStepTransfer
Valid Values: A comma-separated list of valid operation names from the following list: OneStepTransfer.
Changes Take Effect: At next attempt to request conference


Specifies the list of 'routing based' actions that an agent is allowed to perform.

intercommunication.applebcsession.routing-based-targets

Default Value:
Valid Values: A comma-separated list of valid object types from the following list: Agent, InteractionQueue
Changes Take Effect: At next attempt to request conference


Defines the list of targets that are contacted through the 'routing based' mechanism for the requests that are defined in the option 'intercommunication.applebcsession.routing-based-actions'. Note: The targets 'AgentGroup' and 'Skill' are always addressed through routing; therefore, they are not affected by this option.

intercommunication.whatsappsession.queue

Default Value:
Valid Values: The name of a valid Interaction Queue script object
Changes Take Effect: At the next attempt to request a conference with an Agent Group or with an agent of a particular Skill


Specifies the name of the Interaction Queue that is used by the routing-based feature for WhatsApp. The following attached data is added by Workspace: IW_RoutingBasedOriginalEmployeeId, IW_RoutingBasedTargetId, IW_RoutingBasedTargetType, and IW_RoutingBasedRequestType.

intercommunication.whatsappsession.routing-based-actions

Default Value: OneStepTransfer
Valid Values: A comma-separated list of valid operation names from the following list: OneStepTransfer.
Changes Take Effect: At next attempt to request conference


Specifies the list of 'routing based' actions that an agent is allowed to perform.

intercommunication.whatsappsession.routing-based-targets

Default Value:
Valid Values: A comma-separated list of valid object types from the following list: Agent, InteractionQueue
Changes Take Effect: At next attempt to request conference


Defines the list of targets that are contacted through the 'routing based' mechanism for the requests that are defined in the option 'intercommunication.whatsappsession.routing-based-actions'. Note: The targets 'AgentGroup' and 'Skill' are always addressed through routing; therefore, they are not affected by this option.

whatsappsession.attachment-filter

Default Value: jpg:jpeg:png:amr:mp3:aac:m4a:ogg:opus:oga:pdf:doc:docx:ppt:pptx:xls:xlsx:mp4
Valid Values: Any valid file extension
Changes Take Effect: Immediately


Specifies the list, separated by a colon, of media file types that are permitted for outbound attachments.

whatsappsession.attachment-max-size

Default Value: 10240
Valid Values: Any integer from 1 to 1048576
Changes Take Effect: Immediately


Specifies the maximum outbound attachment file size in KB.

whatsappsession.auto-answer

Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction


Specifies whether WhatsApp interactions are answered automatically.

whatsappsession.background-color-agent

Default Value: #FFF3F7FB
Valid Values: Color hexadecimal (#RRGGBB)
Changes Take Effect: Immediately


Specifies the background color for agent messages.

whatsappsession.background-color-agent.high-contrast

Default Value: #FF007E72
Valid Values: Color hexadecimal (#RRGGBB)
Changes Take Effect: Immediately


Specifies the background color for agent messages for the HighContrast theme.

whatsappsession.background-color-client

Default Value: #FFDBE5F4
Valid Values: Color hexadecimal (#RRGGBB)
Changes Take Effect: Immediately


Specifies the background color for client messages.

whatsappsession.background-color-client.high-contrast

Default Value: #FF021A87
Valid Values: Color hexadecimal (#RRGGBB)
Changes Take Effect: Immediately


Specifies the background color for client messages for the HighContrast theme.

whatsappsession.background-color-external

Default Value: #FFF5F5F5
Valid Values: Color hexadecimal (#RRGGBB)
Changes Take Effect: Immediately


Specifies the background color for external messages.

whatsappsession.background-color-external.high-contrast

Default Value: #FF00766B
Valid Values: Color hexadecimal (#RRGGBB)
Changes Take Effect: Immediately


Specifies the background color for external messages for the HighContrast theme.

whatsappsession.background-color-sessioninfo

Default Value: #FFA0C89F
Valid Values: Color hexadecimal (#RRGGBB)
Changes Take Effect: Immediately
Modified: 9.1.002.07

Specifies the background color for session info messages.

whatsappsession.background-color-sessioninfo.high-contrast

Default Value: #FF005000
Valid Values: Color hexadecimal (#RRGGBB)
Changes Take Effect: Immediately
Modified: 9.1.002.07

Specifies the background color for session info messages for the HighContrast theme.

whatsappsession.background-color-sessioninfo-other

Default Value: #FFD3D3D3
Valid Values: Color hexadecimal (#RRGGBB)
Changes Take Effect: Immediately
Introduced: 9.1.002.07

Specifies the background color for session info messages for other channels.

whatsappsession.background-color-sessioninfo-other.high-contrast

Default Value: #FF000000
Valid Values: Color hexadecimal (#RRGGBB)
Changes Take Effect: Immediately
Introduced: 9.1.002.07

Specifies the background color for session info messages for the HighContrast theme for other channels.

whatsappsession.default-notification-id

Default Value:
Valid Values: Any string
Changes Take Effect: Immediately
Introduced: 9.1.002.07

Specifies the default notification message ID.

whatsappsession.default-notification-language

Default Value: en_US
Valid Values: Any valid language code described in the official WhatsApp documentation: https://developers.facebook.com/docs/whatsapp/business-management-api/message-templates
Changes Take Effect: Immediately
Introduced: 9.1.002.07

Specifies the default notification language.

whatsappsession.default-notification-text

Default Value:
Valid Values: Any notification text with a single parameter
Changes Take Effect: Immediately
Introduced: 9.1.002.07

Specifies the default notification message text.

whatsappsession.emojis-business-attribute

Default Value:
Valid Values: Any valid Business Attribute name
Changes Take Effect: At the next interaction


Specifies a valid name of a Business Attribute containing emojis.

whatsappsession.enable-free-msg-timespan-monitoring

Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction
Introduced: 9.1.002.07

Specifies if a free text message timespan should be enforced.

whatsappsession.font-size-text

Default Value: 15
Valid Values: Any integer from 10 to 50
Changes Take Effect: Immediately


Specifies the font size for message text in the transcript.

whatsappsession.free-msg-timespan

Default Value: 24
Valid Values: Any integer from 1 to Int32 MaxValue
Changes Take Effect: At the next interaction
Introduced: 9.1.002.07

Specifies the number of hours from the last inbound message.

whatsappsession.generic-thumbnail-height

Default Value: 50
Valid Values: Any integer from 1 to 1080
Changes Take Effect: Immediately


Specifies the thumbnail height, in pixels, for all binary attachments other than images.

whatsappsession.generic-thumbnail-width

Default Value: 50
Valid Values: Any integer from 1 to 1920
Changes Take Effect: Immediately


Specifies the thumbnail width, in pixels, for all binary attachments other than images.

whatsappsession.get-transcript-interactions

Default Value: true
Valid Values: true, false
Changes Take Effect: At the next interaction


Specifies whether the main interaction window shows transcripts of past interactions with the contact.

whatsappsession.image-thumbnail-height

Default Value: 100
Valid Values: Any integer from 1 to 1080
Changes Take Effect: Immediately


Specifies the thumbnail height, in pixels, for all image attachments.

whatsappsession.image-thumbnail-width

Default Value: 200
Valid Values: Any integer from 1 to 1920
Changes Take Effect: Immediately


Specifies the thumbnail width, in pixels, for all image attachments.

whatsappsession.max-text-message-size

Default Value: 4096
Valid Values: Any integer from 1 to 2147483647
Changes Take Effect: At the next interaction


Specifies the maximum size of the message in bytes.

whatsappsession.on-hold-queue

Default Value:
Valid Values: Any valid Interaction Queue script name
Changes Take Effect: At the next interaction attempt to put the chat in the queue


Specifies the Interaction Queue where the chat interaction is placed when the agent hits the "Place chat on hold" button.

whatsappsession.outbound-appname

Default Value:
Valid Values: Any valid appplication name
Changes Take Effect: At the next attempt to create a new outbound chat session


Specifies the application name of Digital Messaging Server that will be used to create an outbound chat session.

whatsappsession.outbound-channel

Default Value:
Valid Values: Any valid appplication name
Changes Take Effect: At the next attempt to create a new outbound chat session


Specifies the channel name defined in the Digital Messaging Server application that will be used to create an outbound chat session.

whatsappsession.outbound-itx-postprocessing-queue

Default Value:
Valid Values: Any valid Interaction Queue script name
Changes Take Effect: At the next interaction attempt to put the chat in the queue
Introduced: 9.1.002.07

Specifies the Interaction Queue where the outbound chat interaction is placed when the agent hits the "Done" button.

whatsappsession.pending-response-to-customer

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.

whatsappsession.reconnect-attempts

Default Value: 5
Valid Values: Any nonnegative integer
Changes Take Effect: Immediately


Specifies the number of attempts to reconnect to the chat session in the case of a connection loss.

whatsappsession.reconnect-timeout

Default Value: 10
Valid Values: Any nonnegative integer
Changes Take Effect: Immediately


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

whatsappsession.response-wait-time

Default Value: 10000
Valid Values: Any positive integer
Changes Take Effect: Immediately
Introduced: 9.1.002.07

Specifies the timeout, in seconds, for waiting for a response from the remote server.

whatsappsession.show-cross-channel-messages

Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction
Introduced: 9.1.002.07

Specifies whether the main interaction window shows transcripts of past interactions with the contact and other channels.

whatsappsession.show-system-messages-in-history

Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction


Specifies whether system messages (such as joined/left session, error messages, etc.) are shown when displaying previous chat sessions.

whatsappsession.toast-information-key

Default Value: Subject
Valid Values: Any valid attached data key name
Changes Take Effect: Immediately


Specifies whether the information area is displayed in the WhatsApp interaction notification. The option specifies the name of the attached data key that contains the information. This option can be overridden by a routing strategy, as described in the Workspace Desktop Edition Deployment Guide.

whatsappsession.transcript-interactions-count

Default Value: 1
Valid Values: Any integer from 1 to 1000
Changes Take Effect: At the next interaction


Specifies the number of previous chat sessions that are shown when the agent clicks "See older messages...".

whatsappsession.url-regex

Default Value: (?i)(http|https|ftp)\:\/\/[a-zA-Z0-9\-\.]+\.[a-zA-Z]{2,3}(\:[a-zA-Z0-9]+)?(\/)?([a-zA-Z0-9\-\._\?\,\'\/\\\+\&\%\$\#\!\=\~\)\(\*\:])*[^\'\u2026\<\>\"\.\,\)\(\s]
Valid Values: Any valid regular expression
Changes Take Effect: Immediately
Modified: 9.1.002.07

Specifies the regular expression for identifying URL links.

This page was last modified on March 27, 2019, at 09:02.

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