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  • Cosimo Galasso

    In the Visual Email editor of the Agent Desktop there are 3 ways of inserting images:

    1. Copy and Paste images
    2. Image by URL
    3. Upload an image

    Do not use inline images since these are saved against your Customer Portal /ci/inlineImage/get/(identifier)

    You should try the second method and insert an image by URL, hosting the image on a secure server.

    Alternatively you could use the incident file attachments (the little clipboard); incident file attachments are saved against your Customer Portal /ci/fattach/get/(identifier) and they require the contact to be logged in the CP in order to be accessed.


  • Scott Heidenreich

    Thanks, Sebastiaan,


    Report 169 is great for our services (incidents) but doesn't help with finding emails for marketing using mailings/segments.



  • Scott Heidenreich

    My bounce_stats table returns no rows when I simply query only that table without any joins.  I'm pretty sure we have bounces for our mailings as some of the canned bounce reports show overall statistics for how many bounces have occurred for different mailings.  But when I have only the  bounce_stats table in the report and put only bounce stat fields in the report, nothing shows up.

  • Sristy Arya

    Hi Scott,


    Try the table joins as shared in the screenshot to get the emails that bounced for a mailing.




  • Sebastiaan Draaisma

    Hi Scott.

    I'm not sure if this report will show you mailings (as in marketing) but try report id 169

  • Jessica Bradley

    Hi Whitney,

    We offer holiday hours for our traditional chat solution, which normally functions without issue. Since you've set everything up according to the answer, then I suggest opening an SR with Support.


  • whitney w.

    Hi Jessica,

    I've done all this already and have my chat hours set. It looks like maybe the conditional chat link does not use the holiday message. Maybe it's just for the embedded inlay?

  • Swathi Cherukuri

    Hi Luis,

    I'm looking for the same functionality.

    Is it still not possible to change the banner color in the transcript control with the latest versions ?


  • Ashwin Venkatesh

    Advanced Co-browsing (ACB) enables screen sharing for extended areas of the end user's desktop, e.g., PDF, etc, that may be launched outside of the co-browse'able page(s). This co-navigation is intended to be confined to the end user's desktop, and is independent of the monitor display settings. Only the end user will be able to control their monitor display preferences, and the distribution of pages/windows on their display.

  • Willie Eide

    Hi whitney,

    Inlays are a totally separate entity from the OSvC. Hence, we have our own message base strings for which you can manipulate. You are able to manipulate all the strings within the Inlay in accordance to your company policy, etc... 

    Hopefully you are familiar with the configuration file and how you can manipulate attributes and strings within this file. 
    All strings can be found on your site.. if your interface is XYZ, then you can go to and view the documentation. From there, you can look at the particular inlay and click on the "strings" tab to see all the names of the strings and their value and thus you are aware of what you can change them to.

    I hope this is helpful. 
    Willie EIde
    Product Manager, Inlays

  • Jessica Bradley

    Hi Whitney,

    Here are the steps to configure holiday hours for chat:

    I will need to look into where CHAT_IS_CURRENTLY_CLOSED_HOLIDAY_MSG comes into play.


  • whitney w.

    And yes in configuration settings, I have CS_HOLIDAY_MSG_ENABLED set to, "Yes"

  • shuvan sarkar


    I have a similar business requirement. I need to set the default chat queue as any of our available custom chat queue. For this i have created one chat rule in the last. My rule has only then condition for assigning the chat to queue. As I want if any available chat rule condition are failed then chat should be go to the particular custom queue which is mentioned in my last chat rule. But I have observed that after creation this all the chat is going to my default custom chat queue. So, I have disabled my newly created default chat queue rule. I have attached the chat rule screenshot.

    Can you please suggest any solution for this?



  • Diana Hunt

    Hi Matias, 

    There is not an option to open Contact WS automatically when a chat is accepted. The Interaction WS and an Incident opens when a chat is accepted. By default the Contact first name, last name and email address are on the Standard Interaction WS. The Contact WS can also opened manually from either the Interaction WS or the Incident. In addition, other Contact fields can be added to a customer Interaction WS. 

    Hope that helps. 


  • Matias Buonavolonta
    • posted via email reply September 23, 2019
    • Permalink
    Hi Jessica, I see that information but not show how to open automatically when accept a new chat.