View source for PEC-AD/Current/WWEPEGuide/RichMessage

{{ArticleSimplifiedWikiEdit
|DisplayName=Rich message support in History views
|Context=Configure Agent Workspace support for rich messages in the Contact History views for Chat, Facebook Messenger, and Twitter Direct Message interactions.
}}
{{AnchorDiv|HowAnnex}}
==Rich Message support configuration==
Workspace Web Edition can be configured to support the {{Link-AnywhereElse|product=PEC-DC|version=Current|manual=DCPEGuide|display text=Digital Channels}} Nexus Chat features in the {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADMessaging|display text=Agent Workspace}} chat and messaging user interface.

Use the {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Agent_Annex|display text=Agent Setup Annex}} to configure the options listed in this article to enable agents to access rich message content in the Agent Workspace History views.

You can configure the options in either the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Agent_Annex|anchor=AgentAnnex|display text=Agent Annex}}''' or '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Agent_Annex|anchor=AgentGroupAnnex|display text=Agent Group Annex}}'''.

If the '''interaction-workspace''' section does not exist, create it in either the '''Agent Annex''' or the '''Agent Group Annex''', then add the options described in this article.

{{AnchorDiv|OptionsList}}{{ColumnFormat|cols=3|content=
{{#cargo_query:
tables=PEConfigOption
|fields=CONCAT('[[{{FULLPAGENAME}}#',OptionName,'|',OptionName,']]')
|where=_pageName LIKE "{{FULLPAGENAME}}"
|format=ul
}}
}}
==Agent Privileges==
Grant the following privileges to the agents or agent groups that you want to access rich message content in the Agent Workspace History views:

{{PEConfigOption
|OptionName=privilege.chat-nexus.can-use-contact-history-detail
|DefaultValue=false
|ValidValues=true, false
|ConfigLevel=Agent, Agent Group
|ShortDesc=Enables agents to access Digital Channels chat interaction Rich Message content in the Details tab of the Contact History view.
|Introduced=9.0.000.97
|Modified=
|Discontinued=
}}
{{PEConfigOption
|OptionName=privilege.chat-nexus.can-use
|DefaultValue=false
|ValidValues=true, false
|ConfigLevel=Agent, Agent Group
|ShortDesc=Enables agents to access the contents of the Digital Channels Conversation tab in the Agent Workspace Case Side View of the Chat interaction view.
|Introduced=9.0.000.97
|Modified=
|Discontinued=
}}{{PEConfigOption
|OptionName=privilege.chat-nexus.communication.can-send
|DefaultValue=false
|ValidValues=true, false
|ConfigLevel=Agent, Agent Group
|ShortDesc=Enables agents to manage contact subscriptions and send messages to contacts from the Communication tab.
|Introduced=9.0.000.97
|Modified=
|Discontinued=
}}{{PEConfigOption
|OptionName=privilege.chat-nexus.communication.can-use
|DefaultValue=false
|ValidValues=true, false
|ConfigLevel=AGent, Agent Group
|ShortDesc=Enables agents to manage contact subscriptions and send messages to contacts from the Communication tab.
|Introduced=
|Modified=
|Discontinued=
}}

==Chat service==
Specify the location of the Chat service:
{{PEConfigOption
|OptionName=chat-nexus.service-url
|DefaultValue=""
|ValidValues=A valid web-socket URL.
|ConfigLevel=Agent, Agent Group
|ShortDesc=Specifies the web-socket url of the Nexus service url to access the Chat API.
|Introduced=9.0.000.97
|Modified=
|Discontinued=
}}
{{PEConfigOption
|OptionName=chat-nexus.web-components.url
|DefaultValue=""
|ValidValues=A valid web-socket URL
|ConfigLevel=Agent, Agent Group
|ShortDesc=Specifies the Nexus-ux WebComponents url to display the nexus-ux view. Use this option if the URL is different from the standard URL.
|Introduced=9.0.000.97
|Modified=
|Discontinued=
}}