https://all.docs.genesys.com/index.php?action=history&feed=atom&title=PEC-AD%2FCurrent%2FWWEPEGuide%2FRichMessage 2026-04-24T20:18:24Z Revision history for this page on the wiki MediaWiki 1.31.1 https://all.docs.genesys.com/index.php?title=PEC-AD/Current/WWEPEGuide/RichMessage&diff=129127&oldid=prev 2022-09-27T17:46:05Z

<p>Created page with &quot;{{ArticleSimplifiedWikiEdit |DisplayName=Rich message support in History views |Context=Configure Agent Workspace support for rich messages in the Contact History views for Ch...&quot;</p> <p><b>New page</b></p><div>{{ArticleSimplifiedWikiEdit<br /> |DisplayName=Rich message support in History views<br /> |Context=Configure Agent Workspace support for rich messages in the Contact History views for Chat, Facebook Messenger, and Twitter Direct Message interactions.<br /> }}<br /> {{AnchorDiv|HowAnnex}}<br /> ==Rich Message support configuration==<br /> 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.<br /> <br /> 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.<br /> <br /> 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}}'''.<br /> <br /> 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.<br /> <br /> {{AnchorDiv|OptionsList}}{{ColumnFormat|cols=3|content=<br /> {{#cargo_query:<br /> tables=PEConfigOption<br /> |fields=CONCAT('[[{{FULLPAGENAME}}#',OptionName,'|',OptionName,']]')<br /> |where=_pageName LIKE &quot;{{FULLPAGENAME}}&quot;<br /> |format=ul<br /> }}<br /> }}<br /> ==Agent Privileges==<br /> Grant the following privileges to the agents or agent groups that you want to access rich message content in the Agent Workspace History views:<br /> <br /> {{PEConfigOption<br /> |OptionName=privilege.chat-nexus.can-use-contact-history-detail<br /> |DefaultValue=false<br /> |ValidValues=true, false<br /> |ConfigLevel=Agent, Agent Group<br /> |ShortDesc=Enables agents to access Digital Channels chat interaction Rich Message content in the Details tab of the Contact History view.<br /> |Introduced=9.0.000.97<br /> |Modified=<br /> |Discontinued=<br /> }}<br /> {{PEConfigOption<br /> |OptionName=privilege.chat-nexus.can-use<br /> |DefaultValue=false<br /> |ValidValues=true, false<br /> |ConfigLevel=Agent, Agent Group<br /> |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.<br /> |Introduced=9.0.000.97<br /> |Modified=<br /> |Discontinued=<br /> }}{{PEConfigOption<br /> |OptionName=privilege.chat-nexus.communication.can-send<br /> |DefaultValue=false<br /> |ValidValues=true, false<br /> |ConfigLevel=Agent, Agent Group<br /> |ShortDesc=Enables agents to manage contact subscriptions and send messages to contacts from the Communication tab.<br /> |Introduced=9.0.000.97<br /> |Modified=<br /> |Discontinued=<br /> }}{{PEConfigOption<br /> |OptionName=privilege.chat-nexus.communication.can-use<br /> |DefaultValue=false<br /> |ValidValues=true, false<br /> |ConfigLevel=AGent, Agent Group<br /> |ShortDesc=Enables agents to manage contact subscriptions and send messages to contacts from the Communication tab.<br /> |Introduced=<br /> |Modified=<br /> |Discontinued=<br /> }}<br /> <br /> ==Chat service==<br /> Specify the location of the Chat service:<br /> {{PEConfigOption<br /> |OptionName=chat-nexus.service-url<br /> |DefaultValue=&quot;&quot;<br /> |ValidValues=A valid web-socket URL.<br /> |ConfigLevel=Agent, Agent Group<br /> |ShortDesc=Specifies the web-socket url of the Nexus service url to access the Chat API.<br /> |Introduced=9.0.000.97<br /> |Modified=<br /> |Discontinued=<br /> }}<br /> {{PEConfigOption<br /> |OptionName=chat-nexus.web-components.url<br /> |DefaultValue=&quot;&quot;<br /> |ValidValues=A valid web-socket URL<br /> |ConfigLevel=Agent, Agent Group<br /> |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.<br /> |Introduced=9.0.000.97<br /> |Modified=<br /> |Discontinued=<br /> }}</div>

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