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.

Emojis are supported in:

• Chat
• Facebook
• Twitter
• Apple Business Chat
• WeChat

Chat interactions

Emoji support is introduced in Workspace Desktop Edition version 8.5.115.17.

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. If an emoji is not supported by the font that you are using in your environment, it will be replaced by a rectangle in the chat transcript.

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.

The list of emojis can be found at http://unicode-table.com/en/blocks/emoticons/. Click a Unicode character in the table to view how it looks on different platforms. For example: 1F601. Another resource for emojis can be found at http://unicode.org/emoji/charts/full-emoji-list.html.

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 run in UTF-8 mode
• Universal Contact Server is deployed and run in UTF-8 mode

To add an emoji to your chat interaction:

1. Ensure your account is set up to let you send emojis (emoticons or smileys) to your contact as part of the chat interaction text.
2. Click the Choose an emoji button (
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   ) that appears next to the Send button to display the menu of emojis that you can send.
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3. Click an emoji.
4. Click Send.

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

Emoji configuration options

• gui.emoji-font-name
• chat.emojis-business-attribute

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.

Source: 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.

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

Apple Business Chat interactions

Apple Business Chat Plugin for Workspace Desktop Edition provides a set of emojis that you can use in chat interactions.

1. Click the smiley-face icon to get a selection window.
2. Select an emoji.
3. 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.

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

WeChat interactions

WeChat Plugin for Workspace Desktop Edition 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.

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

Social Media Plugin

Social Media Plugin for Workspace Desktop Edition uses the following configuration options to display emojis in inbound interactions and in the emoji picker:

• facebook.font-name
• twitter.font-name

Follow configuration steps at: https://docs.genesys.com/Documentation/ES/8.5.4/SMSolution/IWPlugins

Emoji support limitations

• Emojis are not supported in Workspace Web Edition yet.
• There is currently limited Unicode emoji support on Android Galaxy 5S Mini. See https://docs.genesys.com/Documentation/GWC/8.5/Deployment/GWCSupportedBrowsers.