Introduction to Options

There are some options avaialble for your unique integration. By default, all of the options are disabled.

messages.unthreaded

Useful when your messages don't have a rigid structure (Twitter for example).

Message objects will not have to specify a thread (and it will be ignored if specified). This option will make us (among other things) ignore all thread.* actions, even if you specify them as implemented.

messages.no_title

Forums, for example, allow you to specify a Title for your messages, while Wordpress comments don't have one. Having this option will allow us to show or hide the title field for agents replying.

private_messages.no_title

Same as above, but for private messages.

threads.no_content

Some applications are threaded, but their threads are only there to provide structure, without having extra data. Forums are an example of this, while blogs are the opposite - the thread (post) contains content and comments are messages sent as a reply.

What will change:

  • the only fields parsed for thread objects will be id and title.
  • only the threads.show and threads.list actions will be valid for threads, all others will be ignored.

messages.text

Allow messages body to be text formatted.

Note

You can specify multiple formats at a time, like this: 

{
    ...
    "options": ["messages.text", "messages.html"],
    ...
}

messages.html

Allow message body to be html formatted.

This is the default format when format is not specified in the options.

Note

JS and CSS are sanitized.

messages.allow_survey

Allows sending a survey via Messages. Can be used with only messages enabled.

private_messages.text

Allow private message body to be text formatted.

private_messages.html

Allow private message body to be html formatted.

This is the default format when format is not specified in the options.

Note

JS and CSS are sanitized.

threads.text

Allow thread body to be text formatted.

threads.html

Allow thread body to be html formatted.

This is the default format when format is not specified in the options.

Note

JS and CSS are sanitized.

view.messaging

Enable the messaging view in Engage Digital. Can be used with only with one resource enabled (messages or private_messages) and with text only. Must be implemented if structured contents support is required.

messaging.typing_indicator

Adds the ability to send/receive typing events (typing.start/typing.stop). Can only be used if the view.messaging options is enabled.

messaging.queuing_update

Adds the ability to receive messaging.queuing_update requests (only available if using the Task mode in Engage Digital).

messages.attachments

Enable the message composition with attachments in Engage Digital.

private_messages.attachments

Enable the private message composition with attachments in Engage Digital.

threads.attachments

Enable the thread composition with attachments in Engage Digital.

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