interaction-workspace Section

PDF This Page

display-format.interaction-facebook-name

Default Value: $Interaction.Type$ ($Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$)
Valid Values: A string that contains a compilation of characters and field codes.
Changes Take Effect: At the next interaction

This option defines the format of the tooltip that is displayed when you place your mouse pointer on the 'Case' tab at the top of the window.

>> Back to Top

display-format.interaction-rss-name

Default Value: $Interaction.Type$ ($Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$)
Valid Values: A string that contains a compilation of characters and field codes.
Changes Take Effect: At the next interaction

This option defines the format of the tooltip that is displayed when you place your mouse pointer on the 'Case' tab at the top of the window.

>> Back to Top

display-format.interaction-twitter-name

Default Value: $Interaction.Type$ ($Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$)
Valid Values: A string that contains a compilation of characters and field codes.
Changes Take Effect: At the next interaction

This option defines the format of the tooltip that is displayed when you place your mouse pointer on the 'Case' tab at the top of the window.

>> Back to Top

facebook.auto-answer

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

Specifies whether Facebook interactions are (true) or are not (false) answered automatically.

>> Back to Top

facebook.check-possible-actions

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

Specifies whether the plugin checks for the possibility of sending comments, replies, like and hide features

>> Back to Top

facebook.comments-order-direction

Default Value: ASC
Valid Values: ASC or DESC.
Changes Take Effect: At the next interaction

Specifies the order that comments are shown in, top to bottom.

>> Back to Top

facebook.comments-pagination-size

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

Specifies the number of comments (a) shown initially and (b) added when 'show more' is clicked.

>> Back to Top

facebook.default-queue

Default Value: *queue name*
Valid Values: Valid queue name.
Changes Take Effect: At start/restart

Specifies the name of the queue in which outbound interactions are first created. This name must be identical with the the name of the default queue in the Business Process that the plugin uses.

>> Back to Top

facebook.disable-attachment-preloading

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

Specifies disabling of attachments preloading from UCS.

>> Back to Top

facebook.font-name

Default Value: *font name*
Valid Values: Valid font name.
Changes Take Effect: At the next interaction

Font name used to display emojis in inbound interactions and in emoji picker.

>> Back to Top

facebook.font-size

Default Value: 14
Valid Values: Any valid integer
Changes Take Effect: At the next interaction

Font size used to display emojis in inbound interactions and in emoji picker.

>> Back to Top

facebook.hashtag-regex

Default Value: (?:(?<=\s)|^)#(\w*[A-Za-z_]+\w*)
Valid Values: Valid regular expression
Changes Take Effect: Immediately

Highlights hashtags and makes them clickable.

>> Back to Top

facebook.image-attachment-max-size

Default Value: 8192
Valid Values: Any valid integer from 1 to 8192
Changes Take Effect: Immediately
Introduced: 9.0.017.06

Sets the maximum file size for sending images in public Facebook messages (unsolicited posts and comment replies).

>> Back to Top

facebook.outbound-interaction-creation-mode

Default Value: default
Valid Values: default, on-reply-button
Changes Take Effect: At the next interaction

Administrators can control when an outbound Facebook interaction must be created. For example, an agent can create an outbound interaction after clicking Send or after clicking Comment.

>> Back to Top

facebook.outbound-queue

Default Value: *queue name*
Valid Values: Valid queue name.
Changes Take Effect: At start/restart

Specifies the name of the queue in which an outbound interaction is to be placed when an agent is done editing it.

>> Back to Top

facebook.prompt-for-done

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

Specifies if the application prompts a confirmation message when a user clicks the 'done' button.

>> Back to Top

facebook.response-wait-time

Default Value: 10000
Valid Values: Any integer from 1 to 2,147,483,647
Changes Take Effect: Immediately

Specifies, in milliseconds, the length of time that Interaction Workspace waits for a response to a request to Interaction Server, before displaying an error message.

>> Back to Top

facebook.subject-max-chars

Default Value: 100
Valid Values: Any valid integer
Changes Take Effect: Immediately

Maximum characters length for the Subject field.

>> Back to Top

facebook.text-flow-type

Default Value: auto
Valid Values: auto or leftside or rightside
Changes Take Effect: At the next interaction

Specifies the flow of text representation. Possible values: auto - automatic detection of text flow type based on text characters, leftside - forcely move text to left, rightside - forcely move text to right

>> Back to Top

facebook.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 Facebook Messenger 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.

>> Back to Top

facebook.ucs-timeout

Default Value: 60
Valid Values: Any valid integer from 10 to 180
Changes Take Effect: Immediately

Specifies the timeout (in seconds) to connection to UCS.

>> Back to Top

facebook.url-regex

Default Value: ((http|https|ftp)\:\/\/)?[a-zA-Z0-9\-\.]+\.[a-zA-Z]{2,3}(\:[a-zA-Z0-9]+)?(\/)?([a-zA-Z0-9\-\._\?\,\'\/\\\+\&\%\$\#\!\=\~\)\(\*\:])*
Valid Values: Valid regular expression
Changes Take Effect: Immediately
Modified: 9.0.012.51

Regular expression for identifying url links

>> Back to Top

facebook.use-esp-broadcast

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

Specifies whether the ESP request GetChannelsDescription is sent in broadcast mode.

>> Back to Top

facebook.video-attachment-max-size

Default Value: 25600
Valid Values: Any valid integer from 1 to 25600
Changes Take Effect: Immediately
Introduced: 9.0.017.06

Sets the maximum file size for sending videos in public Facebook messages (unsolicited posts and comment replies).

>> Back to Top

facebook.webclient-user-agent

Default Value: Mozilla / 5.0(Windows NT 10.0; Win64; x64) AppleWebKit / 537.36(KHTML, like Gecko) Chrome / 92.0.4515.159 Safari / 537.36
Valid Values: Valid user agent
Changes Take Effect: At start/restart

Specifies the user agent header value that internal web client uses for sending of HTTP(s) requests

>> Back to Top

facebook.webproxy-mode

Default Value: none
Valid Values: none, auto, manual
Changes Take Effect: At start/restart

Allows administrators to configure the proxy mode for Facebook public interactions. none—The proxy mode is disabled (default value). auto—The plugin reads Windows settings related to proxy and uses them. Use 'auto' in case of proxy without authorization. manual—The plugin reads proxy configuration such as webproxy.address, webproxy.username, and webproxy.password from the WDE configuration.

>> Back to Top

facebookprivatemessage.default-queue

Default Value: *queue name*
Valid Values: Valid queue name.
Changes Take Effect: At start/restart

Specifies the name of the queue in which outbound interactions are first created. This name must be identical with the the name of the default queue in the Business Process that the plugin uses.

>> Back to Top

facebookprivatemessage.hashtag-regex

Default Value: (?:(?<=\s)|^)#(\w*[A-Za-z_]+\w*)
Valid Values: Valid regular expression
Changes Take Effect: Immediately

Highlights hashtags and makes them clickable.

>> Back to Top

facebookprivatemessage.outbound-queue

Default Value: *queue name*
Valid Values: Valid queue name.
Changes Take Effect: At start/restart

Specifies the name of the queue in which an outbound interaction is to be placed when an agent is done editing it.

>> Back to Top

facebookprivatemessage.response-wait-time

Default Value: 10000
Valid Values: Any integer from 1 to 2,147,483,647
Changes Take Effect: Immediately

Specifies, in milliseconds, the length of time that Interaction Workspace waits for a response to a request to Interaction Server, before displaying an error message.

>> Back to Top

facebookprivatemessage.subject-max-chars

Default Value: 100
Valid Values: Any valid integer
Changes Take Effect: Immediately

Maximum characters length for the Subject field.

>> Back to Top

facebookprivatemessage.url-regex

Default Value: ((http|https|ftp)\:\/\/)?[a-zA-Z0-9\-\.]+\.[a-zA-Z]{2,3}(\:[a-zA-Z0-9]+)?(\/)?([a-zA-Z0-9\-\._\?\,\'\/\\\+\&\%\$\#\!\=\~\)\(\*\:])*
Valid Values: Valid regular expression
Changes Take Effect: Immediately
Modified: 9.0.012.51

Regular expression for identifying URLs.

>> Back to Top

facebooksession.auto-answer

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

Specifies whether FacebookSession interactions are (true) or are not (false) answered automatically.

>> Back to Top

facebooksession.background-color-agent

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

Background color for agent messages.

>> Back to Top

facebooksession.background-color-client

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

Background color for client messages.

>> Back to Top

facebooksession.background-color-client-structured

Default Value: #F9E8CE
Valid Values: Color hexadecimal (#RRGGBB)
Changes Take Effect: Immediately

Background color for client structured messages.

>> Back to Top

facebooksession.background-color-error

Default Value: #FFFF6347
Valid Values: Color hexadecimal (#RRGGBB)
Changes Take Effect: Immediately

Background color for error messages.

>> Back to Top

facebooksession.background-color-external

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

Background color for external messages.

>> Back to Top

facebooksession.delayed-time

Default Value: 60
Valid Values: Any valid integer
Changes Take Effect: At the next interaction

Specifies the delay time (in seconds) for showing the message originated time as the time of interaction to agents in WDE. When the difference between the message origination time and message arrival time exceeds the time configured in the facebooksession.delayed-time option, agents are shown the message originated time instead of the message arrival time. Otherwise, agents will see the message arrival time as the time of interaction.

>> Back to Top

facebooksession.enter-send-pm

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

Specifies whether hitting Enter does (true) or does not (false, the default) have the effect of sending a Private Message that is being composed.

>> Back to Top

facebooksession.font-size-text

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

Font size for message text in transcript.

>> Back to Top

facebooksession.generic-thumbnail-height

Default Value: 40
Valid Values: Any integer from 1 to 1080
Changes Take Effect: Immediately

Specifies attachment icon height in transcript view of facebooksession.

>> Back to Top

facebooksession.generic-thumbnail-width

Default Value: 40
Valid Values: Any integer from 1 to 1920
Changes Take Effect: Immediately

Specifies attachment icon width in transcript view of facebooksession.

>> Back to Top

facebooksession.get-transcript-interactions

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

Specifies whether the main interaction window does (true) or does not (false) show transcripts of past interactions with the contact.

>> Back to Top

facebooksession.image-thumbnail-height

Default Value: 150
Valid Values: Any integer from 1 to 1080
Changes Take Effect: Immediately

Specifies thumbnail height in transcript view of facebooksession.

>> Back to Top

facebooksession.image-thumbnail-width

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

Specifies thumbnail width in transcript view of facebooksession.

>> Back to Top

facebooksession.max-chars

Default Value: 2000
Valid Values: Any valid integer from 100 to 2000
Changes Take Effect: Immediately

Specifies the max length of the message in chars - from 100 to 2000.

>> Back to Top

facebooksession.outbound-attachment-max-size

Default Value: 8192
Valid Values: Any valid integer from 1 to 8192
Changes Take Effect: Immediately
Introduced: 9.0.017.06

Sets the maximum file size for sending images in Facebook private messages.

>> Back to Top

facebooksession.outbound-nonimage-attachment-max-size

Default Value: 25600
Valid Values: Any valid integer from 1 to 25600
Changes Take Effect: Immediately
Introduced: 9.0.017.06

Sets the maximum file size for sending files other than images in Facebook private messages.

>> Back to Top

facebooksession.reconnect-attempts

Default Value: 5
Valid Values: Any non-negative integer
Changes Take Effect: Immediately

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

>> Back to Top

facebooksession.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 connection loss.

>> Back to Top

facebooksession.response-wait-time

Default Value: 10000
Valid Values: Any integer from 1 to 2,147,483,647
Changes Take Effect: Immediately

Specifies, in milliseconds, the length of time that Interaction Workspace waits for a response to a request to Interaction Server, before displaying an error message.

>> Back to Top

facebooksession.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, and so on) are (true) or are not (false) shown when displaying previous chat sessions.

>> Back to Top

facebooksession.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 FacebookSession 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.

>> Back to Top

facebooksession.transcript-interactions-count

Default Value: 20
Valid Values: Any integer from 1 to 1000
Changes Take Effect: At the next interaction

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

>> Back to Top

facebooksession.url-regex

Default Value: ((http|https|ftp)\:\/\/)?[a-zA-Z0-9\-\.]+\.[a-zA-Z]{2,3}(\:[a-zA-Z0-9]+)?(\/)?([a-zA-Z0-9\-\._\?\,\'\/\\\+\&\%\$\#\!\=\~\)\(\*\:])*
Valid Values: Valid regular expression
Changes Take Effect: Immediately
Modified: 9.0.012.51

Regular expression for identifying URLs.

>> Back to Top

interaction-bar.quick-access-modes.facebook

Default Value: Pinned
Valid Values:
Changes Take Effect: At the next interaction

Specifies whether interaction windows are docked or undocked.

>> Back to Top

interaction-bar.quick-access-modes.facebookprivatemessage

Default Value: Pinned
Valid Values: Pinned or Floating or Pinned,Floating
Changes Take Effect: At the next interaction

Specifies the list of modes that are available when interactions are displayed in "quick access" mode.

>> Back to Top

interaction-bar.quick-access-modes.facebooksession

Default Value: Pinned
Valid Values: Pinned or Floating or Pinned,Floating
Changes Take Effect: At the next interaction

Specifies the list of modes that are available when interactions are displayed in "quick access" mode.

>> Back to Top

interaction-bar.quick-access-modes.rss

Default Value: Pinned
Valid Values: Pinned or Floating or Pinned,Floating
Changes Take Effect: At the next interaction

Specifies the list of modes that are available when interactions are displayed in "quick access" mode.

>> Back to Top

interaction-bar.quick-access-modes.twitter

Default Value: Pinned
Valid Values: Pinned or Floating or Pinned,Floating
Changes Take Effect: At the next interaction

Specifies the list of modes that are available when interactions are displayed in "quick access" mode.

>> Back to Top

intercommunication.facebook.queue

Default Value:
Valid Values: Valid queue name.
Changes Take Effect: At start/restart

Use this option as a template for any specific workitem mediatype to specify the name of the Interaction Queue that is used by the Routing Based feature for the specified workitem media-type.

>> Back to Top

intercommunication.facebook.routing-base-actions

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

Use this option as a template for any specific workitem media type to define the list of routing-based actions that an agent is allowed to perform for the specified workitem media-type.

>> Back to Top

intercommunication.facebook.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 the next interaction

Use this option as a template for any specific workitem media type to define the list of targets that are contacted through the routing based mechanism for the requests that are defined in the option intercommunication.<media-type>.routing-based-actions.

>> Back to Top

intercommunication.facebooksession.queue

Default Value:
Valid Values: Valid queue name.
Changes Take Effect: At start/restart

Use this option as a template for any specific workitem mediatype to specify the name of the Interaction Queue that is used by the Routing Based feature for the specified workitem media-type.

>> Back to Top

intercommunication.facebooksession.routing-base-actions

Default Value: OneStepTransfer
Valid Values: A comma-separated list of valid operation names from the following list: OneStepTransfer.
Changes Take Effect: At the next interaction
Introduced: 9.0.012.42

Use this option as a template for any specific workitem media type to define the list of routing-based actions that an agent is allowed to perform for the specified workitem media-type.

>> Back to Top

intercommunication.facebooksession.routing-based-targets

Default Value:
Valid Values: A comma-separated list of valid object types from the following list: Agent, InteractionQueue, AgentGroup, Skill.
Changes Take Effect: At the next interaction
Introduced: 9.0.012.42

Use this option as a template for any specific workitem media type to define the list of targets that are contacted through the routing based mechanism for the requests that are defined in the option intercommunication.<media-type>.routing-based-actions.

>> Back to Top

intercommunication.rss.queue

Default Value:
Valid Values: Valid queue name.
Changes Take Effect: At start/restart

Use this option as a template for any specific workitem mediatype to specify the name of the Interaction Queue that is used by the Routing Based feature for the specified workitem media-type.

>> Back to Top

intercommunication.rss.routing-base-actions

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

Use this option as a template for any specific workitem media type to define the list of routing-based actions that an agent is allowed to perform for the specified workitem media-type.

>> Back to Top

intercommunication.rss.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 the next interaction

Use this option as a template for any specific workitem media type to define the list of targets that are contacted through the routing based mechanism for the requests that are defined in the option intercommunication.<media-type>.routing-based-actions.

>> Back to Top

intercommunication.twitter.queue

Default Value:
Valid Values: Valid queue name.
Changes Take Effect: At start/restart

Use this option as a template for any specific workitem mediatype to specify the name of the Interaction Queue that is used by the Routing Based feature for the specified workitem media-type.

>> Back to Top

intercommunication.twitter.routing-base-actions

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

Use this option as a template for any specific workitem media type to define the list of routing-based actions that an agent is allowed to perform for the specified workitem media-type.

>> Back to Top

intercommunication.twitter.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 the next interaction

Use this option as a template for any specific workitem media type to define the list of targets that are contacted through the routing based mechanism for the requests that are defined in the option intercommunication.<media-type>.routing-based-actions.

>> Back to Top

intercommunication.twitterdirect.queue

Default Value:
Valid Values: Valid queue name.
Changes Take Effect: At start/restart

Use this option as a template for any specific workitem mediatype to specify the name of the Interaction Queue that is used by the Routing Based feature for the specified workitem media-type.

>> Back to Top

intercommunication.twitterdirect.routing-base-actions

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

Use this option as a template for any specific workitem media type to define the list of routing-based actions that an agent is allowed to perform for the specified workitem media-type.

>> Back to Top

intercommunication.twitterdirect.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 the next interaction

Use this option as a template for any specific workitem media type to define the list of targets that are contacted through the routing based mechanism for the requests that are defined in the option intercommunication.<media-type>.routing-based-actions.

>> Back to Top

keyboard.shortcut.interaction.facebook.move-to-workbin

Default Value: Ctrl+Shift+W
Valid Values: Only the name of a key or a key combination the begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: At start/restart

The combination of keys that can be used as a keyboard shortcut to move to workbin facebook interaction.

>> Back to Top

keyboard.shortcut.interaction.facebook-pm.delete

Default Value: Ctrl+Shift+D
Valid Values: Only the name of a key or a key combination the begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: At start/restart

The combination of keys that can be used as a keyboard shortcut to cancel facebook PM interaction.

>> Back to Top

keyboard.shortcut.interaction.facebook-pm.move-to-workbin

Default Value: Ctrl+Shift+W
Valid Values: Only the name of a key or a key combination the begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: At start/restart

The combination of keys that can be used as a keyboard shortcut to move to workbin facebook PM interaction.

>> Back to Top

keyboard.shortcut.interaction.facebook-pm.transfer

Default Value: Ctrl+Shift+T
Valid Values: Only the name of a key or a key combination the begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: At start/restart

The combination of keys that can be used as a keyboard shortcut to transfer facebook PM interaction.

>> Back to Top

keyboard.shortcut.interaction.facebook.transfer

Default Value: Ctrl+Shift+T
Valid Values: Only the name of a key or a key combination the begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: At start/restart

The combination of keys that can be used as a keyboard shortcut to transfer Facebook interaction.

>> Back to Top

keyboard.shortcut.interaction.facebookoutbound.delete

Default Value: Ctrl+Shift+D
Valid Values: Only the name of a key or a key combination the begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: At start/restart

The combination of keys that can be used as a keyboard shortcut to cancel facebook outbound interaction.

>> Back to Top

keyboard.shortcut.interaction.facebookoutbound.move-to-workbin

Default Value: Ctrl+Shift+W
Valid Values: Only the name of a key or a key combination the begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: At start/restart

The combination of keys that can be used as a keyboard shortcut to move to workbin facebook outbound interaction.

>> Back to Top

keyboard.shortcut.interaction.facebookoutbound.transfer

Default Value: Ctrl+Shift+T
Valid Values: Only the name of a key or a key combination the begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: At start/restart

The combination of keys that can be used as a keyboard shortcut to transfer facebook outbound interaction.

>> Back to Top

keyboard.shortcut.interaction.facebooksession.disconnect

Default Value: Ctrl+Shift+D
Valid Values: Only the name of a key or a key combination the begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: At start/restart

The combination of keys that can be used as a keyboard shortcut to disconnect facebook session.

>> Back to Top

keyboard.shortcut.interaction.facebooksession.move-to-workbin

Default Value: Ctrl+Shift+W
Valid Values: Only the name of a key or a key combination the begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: At start/restart

The combination of keys that can be used as a keyboard shortcut to move to workbin facebook session interaction.

>> Back to Top

keyboard.shortcut.interaction.facebooksession.transfer

Default Value: Ctrl+Shift+T
Valid Values: Only the name of a key or a key combination the begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: At start/restart

The combination of keys that can be used as a keyboard shortcut to transfer facebook session interaction.

>> Back to Top

keyboard.shortcut.interaction.twitter.move-to-workbin

Default Value: Ctrl+Shift+W
Valid Values: Only the name of a key or a key combination the begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: At start/restart

The combination of keys that can be used as a keyboard shortcut to move to workbin twitter interaction.

>> Back to Top

keyboard.shortcut.interaction.twitter.transfer

Default Value: Ctrl+Shift+T
Valid Values: Only the name of a key or a key combination the begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: At start/restart

The combination of keys that can be used as a keyboard shortcut to transfer twitter interaction.

>> Back to Top

keyboard.shortcut.interaction.twitterdirect.move-to-workbin

Default Value: Ctrl+Shift+W
Valid Values: Only the name of a key or a key combination the begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: At start/restart

The combination of keys that can be used as a keyboard shortcut to move to workbin twitterdirect interaction.

>> Back to Top

keyboard.shortcut.interaction.twitterdirect.transfer

Default Value: Ctrl+Shift+T
Valid Values: Only the name of a key or a key combination the begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: At start/restart

The combination of keys that can be used as a keyboard shortcut to transfer twitter direct interaction.

>> Back to Top

keyboard.shortcut.interaction.twitteroutbound.delete

Default Value: Ctrl+Shift+D
Valid Values: Only the name of a key or a key combination the begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: At start/restart

The combination of keys that can be used as a keyboard shortcut to cancel twitter outbound interaction.

>> Back to Top

keyboard.shortcut.interaction.twitteroutbound.move-to-workbin

Default Value: Ctrl+Shift+W
Valid Values: Only the name of a key or a key combination the begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: At start/restart

The combination of keys that can be used as a keyboard shortcut to move to workbin twitter outbound interaction.

>> Back to Top

keyboard.shortcut.interaction.twitteroutbound.transfer

Default Value: Ctrl+Shift+T
Valid Values: Only the name of a key or a key combination the begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: At start/restart

The combination of keys that can be used as a keyboard shortcut to transfer twitter outbound interaction.

>> Back to Top

log.filter-data._facebookPictureBody

Default Value: skip
Valid Values:
Changes Take Effect: At start/restart

Specifies whether the value of _facebookPictureBody in attached data is printed in log files.

>> Back to Top

rss.auto-answer

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

Specifies whether RSS interactions are (true) or are not (false) answered automatically.

>> Back to Top

rss.prompt-for-done

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

Specifies if the application prompts a confirmation message when a user clicks the 'done' button.

>> Back to Top

rss.response-wait-time

Default Value: 10000
Valid Values: Any integer from 1 to 2,147,483,647
Changes Take Effect: Immediately

Specifies, in milliseconds, the length of time that Interaction Workspace waits for a response to a request to Interaction Server, before displaying an error message.

>> Back to Top

rss.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 RSS 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.

>> Back to Top

rss.url-regex

Default Value: ((http|https|ftp)\:\/\/)?[a-zA-Z0-9\-\.]+\.[a-zA-Z]{2,3}(\:[a-zA-Z0-9]+)?(\/)?([a-zA-Z0-9\-\._\?\,\'\/\\\+\&\%\$\#\!\=\~\)\(\*\:])*
Valid Values: Valid regular expression
Changes Take Effect: Immediately
Modified: 9.0.012.48

Regular expression for identifying URLs.

>> Back to Top

socialmedia-tls-enabled

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

Specifies whether TLS encryption is enabled (true) or not (false).

>> Back to Top

twitter.auto-answer

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

Specifies whether Twitter interactions are (true) or are not (false) answered automatically.

>> Back to Top

twitter.default-queue

Default Value: *queue name*
Valid Values: Valid queue name.
Changes Take Effect: At start/restart

Specifies the name of the queue in which outbound interactions are first created. This name must be identical with the the name of the default queue in the Business Process that the plugin uses.

>> Back to Top

twitter.direct-message-disable-reply

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

Disables (true) or enables (false, the default) the Reply and Replay All buttons in Direct Message tweets.

>> Back to Top

twitter.disable-attachment-preloading

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

Specifies whether to disable the attachments preloading from UCS or not. This option is specific to Twitter public message interactions. The value 'true' disables attachment preloading and the value 'false' enables attachment preloading.

>> Back to Top

twitter.emojis-business-attribute

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

Valid Name of Business Attribute containing emojis.

>> Back to Top

twitter.font-name

Default Value: *font name*
Valid Values: Valid font name.
Changes Take Effect: At the next interaction

Font name used to display emojis in inbound interactions and in emoji picker.

>> Back to Top

twitter.font-size

Default Value: 14
Valid Values: Any valid integer
Changes Take Effect: At the next interaction

Font size used to display emojis in inbound interactions and in emoji picker.

>> Back to Top

twitter.hashtag-regex

Default Value: (?:(?<=\s)|^)#(\w*[A-Za-z_]+\w*)
Valid Values: Valid regular expression
Changes Take Effect: Immediately

Highlights hashtags and makes them clickable.

>> Back to Top

twitter.image-attachment-char-length

Default Value: 23
Valid Values: Any valid integer
Changes Take Effect: Immediately

Number of characters that are used toward allotment of the maximum number of characters allowed for a tweet. When an agent adds a picture to a tweet, this number of characters is added to the total number of the characters the agent has typed in the tweet text.

>> Back to Top

twitter.image-attachment-max-size

Default Value: 5120
Valid Values: Any integer from 1 to 5120
Changes Take Effect: Immediately
Introduced: 9.0.017.06

Sets the maximum image size for Twitter public replies.

>> Back to Top

twitter.max-chars

Default Value: 140
Valid Values: Any valid integer
Changes Take Effect: Immediately

Specifies the maximum number of characters allowed per tweet.

>> Back to Top

twitter.mention-regex

Default Value: @(\w+)
Valid Values: Valid regular expression
Changes Take Effect: Immediately

Highlights mentions and makes them clickable.

>> Back to Top

twitter.outbound-attachment-filter

Default Value: Image files|*.jpeg;*.jpg;*.png;*.gif
Valid Values: Valid filter dialog string in format: Filter name|*.extension1;*.extension2
Changes Take Effect: At the next interaction
Introduced: 9.0.017.06

Opens file dialog filter string with list of extensions, which can be used as an attachment.

>> Back to Top

twitter.outbound-interaction-creation-mode

Default Value: default
Valid Values: default, on-reply-button
Changes Take Effect: At the next interaction

Administrators can control when an outbound Twitter or TwitterDirect interaction must be created. For example, an agent can create an outbound interaction after clicking Send or after clicking Reply.

>> Back to Top

twitter.outbound-queue

Default Value: *queue name*
Valid Values: Valid queue name.
Changes Take Effect: At start/restart

Specifies the name of the queue in which an outbound interaction is to be placed when an agent is done editing it.

>> Back to Top

twitter.prompt-for-done

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

Specifies if the application prompts a confirmation message when a user clicks the 'done' button.

>> Back to Top

twitter.response-wait-time

Default Value: 10000
Valid Values: Any integer from 1 to 2,147,483,647
Changes Take Effect: Immediately

Specifies, in milliseconds, the length of time that Interaction Workspace waits for a response to a request to Interaction Server, before displaying an error message.

>> Back to Top

twitter.sentmessages-image-max-height

Default Value: 60
Valid Values: Any integer from 50 to 1000
Changes Take Effect: Immediately

Specifies the maximum height, in pixels, of attached images in the History pane.

>> Back to Top

twitter.shortened-url-char-length

Default Value: 23
Valid Values: Any valid integer
Changes Take Effect: Immediately

Twitter replaces all URLs in the outbound message text with shortened URLs. This option specifies the length, in characters, of this shortened URL.

>> Back to Top

twitter.subject-max-chars

Default Value: 100
Valid Values: Any valid integer
Changes Take Effect: Immediately

Maximum characters length for the Subject field.

>> Back to Top

twitter.text-flow-type

Default Value: auto
Valid Values: auto, leftside, rightside
Changes Take Effect: At the next interaction
Introduced: 9.0.017.06

Allows users to change alignment of chat text. The default value, auto, aligns text automatically based on the text language.

>> Back to Top

twitter.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 Twitter 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.

>> Back to Top

twitter.ucs-timeout

Default Value: 60
Valid Values: Any valid integer from 10 to 180
Changes Take Effect: Immediately

Specifies the timeout (in seconds) to connection to UCS.

>> Back to Top

twitter.url-regex

Default Value: ((http|https|ftp)\:\/\/)?[a-zA-Z0-9\-\.]+\.[a-zA-Z]{2,3}(\:[a-zA-Z0-9]+)?(\/)?([a-zA-Z0-9\-\._\?\,\'\/\\\+\&\%\$\#\!\=\~\)\(\*\:])*
Valid Values: Valid regular expression
Changes Take Effect: Immediately
Modified: 9.0.012.51

Regular expression for identifying Twitter interaction url links

>> Back to Top

twitter.use-check-candm

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

Specifies whether the plugin checks for the possibility of sending direct messages or not. If the option is set to 'true', the plugin checks the friendship status of the Twitter recipient before sending the direct message. Therefore, the message is always delivered successfully. If the option is set to 'false', the plugin sends the direct message without checking the friendship status of the Twitter recipient.

>> Back to Top

twitter.use-esp-broadcast

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

Specifies whether the ESP request GetChannelsDescription is sent in broadcast mode.

>> Back to Top

twitter.webclient-user-agent

Default Value: Mozilla / 5.0(Windows NT 10.0; Win64; x64) AppleWebKit / 537.36(KHTML, like Gecko) Chrome / 92.0.4515.159 Safari / 537.36
Valid Values: Valid user agent
Changes Take Effect: At start/restart

Specifies the user agent header value that internal web client uses for sending of HTTP(s) requests

>> Back to Top

twitterdirect.auto-answer

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

Specifies whether TwitterDirect interactions are (true) or are not (false) answered automatically.

>> Back to Top

twitterdirect.default-queue

Default Value: *queue name*
Valid Values: Valid queue name.
Changes Take Effect: At start/restart

Specifies the name of the queue in which outbound interactions are first created. This name must be identical with the the name of the default queue in the Business Process that the plugin uses.

>> Back to Top

twitterdirect.direct-message-disable-reply

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

Disables (true) or enables (false, the default) the Reply and Reply All buttons in Direct Message tweets.

>> Back to Top

twitterdirect.direct-message-max-chars

Default Value: 1000
Valid Values: Any valid integer
Changes Take Effect: Immediately

Specifies the maximum number of characters allowed per message.

>> Back to Top

twitterdirect.disable-attachment-preloading

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

Specifies disabling of attachments preloading from UCS.

>> Back to Top

twitterdirect.hashtag-regex

Default Value: (?:(?<=\s)|^)#(\w*[A-Za-z_]+\w*)
Valid Values: Valid regular expression
Changes Take Effect: Immediately

Highlights hashtags and makes them clickable.

>> Back to Top

twitterdirect.mention-regex

Default Value: @(\w+)
Valid Values: Valid regular expression
Changes Take Effect: Immediately

Highlights mentions and makes them clickable.

>> Back to Top

twitterdirect.outbound-queue

Default Value: *queue name*
Valid Values: Valid queue name.
Changes Take Effect: At start/restart

Specifies the name of the queue in which an outbound interaction is to be placed when an agent is done editing it.

>> Back to Top

twitterdirect.prompt-for-done

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

Specifies if the application prompts a confirmation message when a user clicks the 'done' button.

>> Back to Top

twitterdirect.response-wait-time

Default Value: 10000
Valid Values: Any integer from 1 to 2,147,483,647
Changes Take Effect: Immediately

Specifies, in milliseconds, the length of time that Interaction Workspace waits for a response to a request to Interaction Server, before displaying an error message.

>> Back to Top

twitterdirect.sentmessages-image-max-height

Default Value: 60
Valid Values: Any integer from 50 to 1000
Changes Take Effect: Immediately

Specifies the maximum height, in pixels, of attached images in the History pane.

>> Back to Top

twitterdirect.shortened-url-char-length

Default Value: 23
Valid Values: Any valid integer
Changes Take Effect: Immediately

Twitter replaces all URLs in the outbound message text with shortened URLs. This option specifies the length, in characters, of this shortened URL.

>> Back to Top

twitterdirect.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 TwitterDirect 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.

>> Back to Top

twitterdirect.url-regex

Default Value: ((http|https|ftp)\:\/\/)?[a-zA-Z0-9\-\.]+\.[a-zA-Z]{2,3}(\:[a-zA-Z0-9]+)?(\/)?([a-zA-Z0-9\-\._\?\,\'\/\\\+\&\%\$\#\!\=\~\)\(\*\:])*
Valid Values: Valid regular expression
Changes Take Effect: Immediately
Modified: 9.0.012.51

Regular expression for identifying TwitterDirect interaction URLs.

>> Back to Top

twitterdirect.use-esp-broadcast

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

Specifies whether the ESP request GetChannelsDescription is sent in broadcast mode.

>> Back to Top

workbin.facebook.draft

Default Value: Facebook Workbin Draft
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: At start/restart

The name of the workbin that is used to store draft Facebook interactions.

>> Back to Top

workbin.facebook.in-progress

Default Value: Facebook Workbin InProgress
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: At start/restart

The name of the workbin that is to be used to store inbound Facebook posts for later processing, after an agent explicitly saves the Facebook post or submits an outbound reply.

>> Back to Top

workbin.facebookprivatemessage.draft

Default Value: Facebook Workbin Draft
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: At start/restart

The name of the workbin that is used to store draft Facebook PM interactions.

>> Back to Top

workbin.twitter.draft

Default Value: Twitter Workbin Draft
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: At start/restart

The name of the workbin that is used to store draft Twitter posts.

>> Back to Top

workbin.twitter.in-progress

Default Value: Twitter Workbin InProgress
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: At start/restart

The name of the workbin that is to be used to store inbound Twitter posts for later processing, after an agent explicitly saves the Twitter post or submits an outbound reply.

>> Back to Top

workbin.twitterdirect.draft

Default Value: Twitter Workbin Draft
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: At start/restart

The name of the workbin that is used to store draft TwitterDirect interactions.

>> Back to Top

workbin.twitterdirect.in-progress

Default Value: Twitter Workbin InProgress
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: At start/restart

The name of the workbin that is to be used to store inbound TwitterDirect interactions for later processing, after an agent explicitly saves the Twitter post or submits an outbound reply.

>> Back to Top