Emoji Support

Emojis are little faces and other symbols that you can use to let your contact know how you are feeling or to help them to know when something is good, funny, bad, or sad.

Workspace Desktop Chat interactions

Emoji support is introduced in Workspace Desktop Edition version 8.5.115.17. Agents can receive and send emojis during chat interactions. By default, the application uses the operating system’s emoji character set. It is possible to configure the application to display other 3rd party emoji characters if necessary. This capability ensures the customer intention is not lost when an emoji is used during an interaction.

In chat interactions, emojis are handled as Unicode characters, which systems recognize and translate into an image. On computers, the image that is displayed is dependent on the font being used. Not all fonts support emojis and not all fonts support all emojis. On mobile devices, the image that is displayed is depending on the image set of the platform. Each mobile device substitutes the Unicode character with an image.

To enable emojis in chat interactions using Workspace Desktop Edition, follow these steps: https://docs.genesys.com/Documentation/IW/latest/Dep/ChatInteractions

To support emojis with the Chat Server deployment, ensure:

Interaction Server and Chat Server must run in UTF-8 mode
Universal Contact Server must be deployed and run in UTF-8 mode

To add an emoji to your chat interaction:

Ensure your account is set up to let you send emojis (emoticons or smileys) to your contact as part of the chat interaction text.
Click the Choose an emoji button (
Error creating thumbnail: Unable to save thumbnail to destination
) that appears next to the Send button to display the menu of emojis that you can send.
Error creating thumbnail: Unable to save thumbnail to destination
Click an emoji.
Click Send.

Source: https://docs.genesys.com/Documentation/IW/8.5.1/Help/Chat_Interaction#Send_Emojis_to_Contacts

GUI options

https://docs.genesys.com/Documentation/IW/8.5.1/Dep/GUIOptions#gui.emoji-font-name https://docs.genesys.com/Documentation/IW/8.5.1/Dep/GUIOptions#

WeChat interactions

WeChat provides a basic set of emojis (technically these are stickers). Click the smiley-face icon (5 in the figure WeChat Interaction Window) to get a selection window. When you select an emoji, it appears in the message area as a bracketed expression (for example, [grimace]), but once you click Send (or type Enter), the emoji appears in the transcript area in its full form. The bracketed expression also appears when you mouse-over the emoji.

The language of the bracketed expression is determined by the setting of the wechatsession.emoji-selector-mode option.

https://docs.genesys.com/Documentation/ES/latest/MessAppsGuide/WeChatPlugin

Facebook interactions

Workspace supports standard Facebook emojis and emoticons. You see best results when the Segoe UI Emoji font is installed on your system.

In general, Workspace supports Unicode 6 emojis, but does not support the , , and emojis. These emojis display as empty boxes in both posts and private messages.

https://docs.genesys.com/Documentation/IW/8.5.1/Help/FBixnWindow#Emoji_and_emoticon_support

Twitter interactions

Workspace supports standard emojis and emoticons, both inbound and outbound. You see best results when the Segoe UI Emoji font is installed on your system.

In general, Workspace supports Unicode 6 emojis, but does not support the and emojis. These emojis display as empty boxes in both public and private messages.

https://docs.genesys.com/Documentation/IW/8.5.1/Help/TwIxnWindow#Emoji_and_emoticon_support

Apple Business Chat interactions

Apple Business Chat 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.

Important

The emoji offering is determined by the setting of the applebcsession.emojis-business-attribute option. If there are no emojis configured or no section specified in applebcsession.emojis-business-attribute option, the ABC plugin displays a default set of emojis.

https://docs.genesys.com/Documentation/ES/9.0.0/MessAppsGuide/ABCPlugin#Emojis

Social Media Plugin for WDE

https://docs.genesys.com/Documentation/ES/8.5.4/SMSolution/IWPlugins

Emoji Picker

Social Media Plugin for Workspace Desktop Edition uses the following configuration options to display emojis in inbound interactions and in emoji picker: • facebook.font-name • twitter.font-name

To connect the emoji picker for Facebook and Twitter we have to add in WDE configuration settings in existing interaction-workspace section keys: • facebook.emojis-business-attribute • twitter.emojis-business-attribute Set the value of the these attributes options to the name of a Business Attribute that defines the emojis that you want to support. It can be one common attribute, for example "Emojis", per both facebook and twitter mediatypes or different like for example "FacebookEmojis" and "TwitterEmojis". Use the following steps to create a Business Attribute that defines the emojis that your agent can send: 1. Create a new Business Attribute with a name (for example "Emojis"). This is the Business Attribute that you set as the value of the chat.emojis-business-attribute option. 2. In the Attribute Value tab of the Business Attribute, create one value for each emoji Unicode character that you want to support. 3. Name each value with a unique name, such as the number of the Unicode character that you want to support. The Display Name that you define is displayed in a tooltip when an agent hovers their mouse pointer over an emoji before selecting it from the chat text field tools. 4. For each attribute value, configure the code option and assign to it the value of the emoji Unicode character. The value of the Unicode emoji format is 1F6nn where nn are digits in hex format; for example: 1F607

Email interactions

Emojis are not supported in email interactions yet.

Emoji support limitations

Workspace Web Edition does not have emoji support yet.
There is currently limited Unicode emoji support. See https://docs.genesys.com/Documentation/GWC/8.5/Deployment/GWCSupportedBrowsers