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chat.typing-timeout

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


Defines the duration, in seconds, that the typing notification is displayed after the last keystroke and before the agent or contact sends their message.

chat.typing-isenabled

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: At the next interaction.
Modified: 8.5.108.11

Specifies whether typing notification is enabled. It should be disabled for Chat Server lower than 8.0.1.

Warning

If the Chat - Can Preview Customer Typing privilege is also granted, and you have configured eServices to hide sensitive personal information that is entered by the contact during the chat, agents will be able to see the information as it is entered, but not after then contact sends it.
Added: 8.5.108.11

chat.transcript-enable-history-filters

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

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

chat.toast-information-key

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


Specifies whether the Information area is displayed in the 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 Overriding Options by Using a Routing Strategy.

chat.time-stamp

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


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

chat.system.text-color

Section: interaction-workspace
Default Value: #FF8C8C8C
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range)..
Changes Take Effect: Immediately.


Specifies the color of the text for system messages in the Chat view.

chat.simple-transcript

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.122.08

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

chat.show-unread-notification

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: At the next sent message.
Introduced: 8.5.122.08

Specifies whether the unread message notification is displayed in the chat transcript. When the message is read, the notification icon disappears. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

chat.show-attachment-image-thumbnail

Section: interaction-workspace
Default Value: never
Valid Values: A value from the following list: never, always, online, history
Changes Take Effect: At the next interaction.
Introduced: 8.5.115.17

Specifies whether to display the icon of an attached image file in chat transcript as image thumbnail (or as generic file) in the online session, the interaction history, or both.

chat.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.


Specifies the path of the sound file that is played when Chat 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. It may happen that on some virtual desktop, MP3 or other sounds format cannot be rendered by Direct Show filters. Files format that can be played (.wav, …) with Direct Show must be used here.
2) The priority. The higher the integer the higher the priority.
3) The duration:
a) -1 means plays and repeats until an explicit message stops it (I.e.: the established event stops the ringing sound).
b) 0 means play the whole sound one time.
c) An integer > 0 means a time, in milliseconds, to play and repeat the sound.
4) The output devices:
a) primary means plays on the default output device.
b) secondary means plays on the output device specified by the application.secondary-audio-out-device option.
c) both means plays on both default output device and the output device specified by the application.secondary-audio-out-device option.

chat.reconnect-timeout

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


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

chat.reconnect-attempts

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


Defines the number of reconnection attemps to the chat session to make in the case of a connection loss.

chat.prompt-for-end

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

chat.pending-response-to-customer-bell

Section: interaction-workspace
Default Value:
Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
Changes Take Effect: Immediately
Introduced: 8.5.122.08
Related Options: application.secondary-audio-out-device

Specifies the configuration string for the chat pending response sound. For example: "Sounds\chord.mp3|7|0|primary" The value has four components that are separated by the character '|':

  1. The file name and folder relative to the application folder. It may happen that on some virtual desktop, MP3 or other sounds format cannot be rendered by Direct Show filters. Files format that can be played (.wav, …) with Direct Show must be used here.
  2. The priority. The higher the integer the higher the priority.
  3. The duration:
    1. 0 means play the whole sound one time.
    2. An integer > 0 means a time, in milliseconds, to play and repeat the sound.
  4. The output devices:
    1. primary means plays on the default output device.
    2. secondary means plays on the output device specified by the application.secondary-audio-out-device option.
    3. both means plays on both default output device and the output device specified by the application.secondary-audio-out-device option.

chat.pending-response-to-customer

Section: interaction-workspace
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.

chat.other-agent.text-color

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

Color of the other agent text in the Chat view. The HTML format is used to set the value. I.e.: #FFFF0000 for a red color.

chat.other-agent.prompt-color

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

Specifies the color of the text of the messages entered by the target agent in the Chat view.

chat.on-hold-queue

Section: interaction-workspace
Default Value: No default value
Valid Values: Any valid Script name of type 'Interaction Queue'.
Changes Take Effect: At the next attempt to put a chat in a queue.
Introduced: 8.5.128.07

Specifies the Interaction Queue where the chat interaction is placed when the agent clicks Place chat on hold. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

chat.nickname

Section: interaction-workspace
Default Value: $Agent.UserName$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $Agent.UserName$,$Agent.LastName$,$Agent.FirstName$,$Agent.FullName$,$Agent.EmployeeId$,$AttachedData.Y$ (Y: attached data key name).
Changes Take Effect: At the next interaction.


Specifies the nickname that is used to join the chat session (presented to the customer) by a string that can contain regular characters and the following field codes: $Agent.UserName$,$Agent.LastName$,$Agent.FirstName$,$Agent.FullName$,$Agent.EmployeeId$,$AttachedData.Y$ (Y: attached data key name). This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

chat.new-message-bell

Section: interaction-workspace
Default Value:
Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
Changes Take Effect: Immediately


Specifies the configuration string for the new Chat Message sound. For example: "Sounds\bell.mp3|7|0|primary" The value has four components that are separated by the character '|':

1) The file name and folder relative to the application folder. It may happen that on some virtual desktop, MP3 or other sounds format cannot be rendered by Direct Show filters. Files format that can be played (.wav, …) with Direct Show must be used here.
2) The priority. The higher the integer the higher the priority.
3) The duration:
a) 0 means play the whole sound one time.
b) An integer > 0 means a time, in milliseconds, to play and repeat the sound.
4) The output devices:
a) primary means plays on the default output device.
b) secondary means plays on the output device specified by the application.secondary-audio-out-device option.
c) both means plays on both default output device and the output device specified by the application.secondary-audio-out-device option.

chat.max-file-size

Section: interaction-workspace
Default Value: 0
Valid Values: Any valid positive integer between 0 and 1000000. 0 means no maximum.
Changes Take Effect: At the next interaction.
Introduced: 8.5.115.17

The maximum file size in kilobytes that agents can attach to chat interaction. An error message is displayed to the agent if the file size exceeds this value. The value 0 means that there is no restriction.

chat.max-attachments-size

Section: interaction-workspace
Default Value: 0
Valid Values: Any valid positive integer between 0 and 1000. 0 means no maximum.
Changes Take Effect: At the next interaction.
Introduced: 8.5.115.17

The total maximum number of megabytes of files that agents can attach to chat 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.

chat.max-attachments-files

Section: interaction-workspace
Default Value: 0
Valid Values: Any valid positive integer between 0 and 100. 0 means no limits.
Changes Take Effect: At the next interaction.
Introduced: 8.5.115.17

The total maximum number of files that agents can attach to chat interaction. An error message is displayed to the agent if the total number of attached files exceeds this value. The value 0 means that there is no restriction.

chat.historical.maximum-age

Section: interaction-workspace
Default Value: 0
Valid Values: 0 or any positive integer.
Changes Take Effect: At the next interaction.
Introduced: 8.5.122.08

Specifies the number of days of previous chat sessions with the current contact are to be displayed in the Chat interaction view before the current chat session. The value 0 means that no previous chat sessions are displayed. A maximum of 3000 messages can be displayed.

chat.enable-auto-disconnect

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


Specifies whether the chat session is automatically disconnected if the agent is the last party remaining in the chat session.

chat.emojis-business-attribute

Section: interaction-workspace
Default Value:
Valid Values: Valid Name of Business Attribute.
Changes Take Effect: At the next interaction.
Introduced: 8.5.115.17

Specify Name of Business Attribute contained Emojis definition.

chat.client.text-color

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

Color of the client text in the Chat view. The HTML format is used to set the value. I.e.: #FFFF0000 for a red color.

chat.client.prompt-color

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

Specifies the color of the text of the messages entered by the target client in the Chat view.

chat.auto-mark-done-owner-agent.timer

Section: interaction-workspace
Default Value: 0
Valid Values: 0 to MAXINT
Changes Take Effect: Immediately
Dependencies: interaction.disposition.is-mandatory, chat.auto-mark-done-owner-agent
Introduced: 8.5.128.07
Related Options: chat.auto-mark-done-owner-agent, chat.auto-mark-done-non-owner-agent.timer

Specifies the time, in seconds, before a chat interaction auto closes if the agent is the owner (the last agent remaining connected to the interaction) of the chat interaction.

chat.auto-mark-done-owner-agent

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: interaction.disposition.is-mandatory
Introduced: 8.5.128.07
Related Options: chat.auto-mark-done-non-owner-agent, chat.auto-mark-done-owner-agent.timer

Specifies whether chat interactions are automatically closed and marked done when the contact disconnects if the agent is the owner (the last agent remaining connected to the interaction) of the chat interaction.

chat.auto-mark-done-non-owner-agent.timer

Section: interaction-workspace
Default Value: 0
Valid Values: 0 to MAXINT
Changes Take Effect: Immediately
Dependencies: interaction.disposition.is-mandatory, chat.auto-mark-done-non-owner-agent
Introduced: 8.5.128.07
Related Options: chat.auto-mark-done-non-owner-agent, chat.auto-mark-done-owner-agent.timer

Specifies the time, in seconds, before a chat interaction auto closes if the agent is not the owner (not the last agent remaining connected to the interaction) of the chat interaction; this includes chat consultation agents and supervisors who are monitoring or coaching the chat interaction.

chat.auto-mark-done-non-owner-agent

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: interaction.disposition.is-mandatory
Introduced: 8.5.128.07
Related Options: chat.auto-mark-done-owner-agent, chat.auto-mark-done-non-owner-agent.timer

Specifies whether chat interactions are automatically closed and marked done when the contact disconnects if the agent is not the owner (not the last agent remaining connected to the interaction) of the chat interaction; this includes chat consultation agents and supervisors who are monitoring or coaching the chat interaction.

chat.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.
Introduced: 8.5.105.12

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

chat.auto-answer.enable-reject

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

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

chat.auto-answer

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


Specifies whether a chat interaction is automatically accepted and joined 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.

chat.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.

chat.agent.text-color

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

Specifies the color of the text of the messages entered by the agent in the Chat view.

chat.agent.prompt-color

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

Specifies the color of the prompt for the messages entered by the agent in the Chat view.

Chat options

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

Related Resources

The following topics discuss the implementation of these options:

This page was last edited on July 21, 2020, at 16:15.
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