SN System Properties Reference
Property reference

com.glide.cs.conversation_history_cross_channel.enabled

This property enables the display of a requester's cross channel conversation history to agents during live interactions. Admins should consider enabling it to enhance agent support capabilities and improve customer service efficiency.

Default: false Type: boolean Application: Global

Key questions about this property

The answers below summarize the purpose, scope, default effect, and review scenarios for this property.

What does it do? It allows agents to view a requester's conversation history across different channels during live interactions, facilitating better-informed responses.
What area does it affect? Agent Interaction Support
What does the default mean? The default value is "false", which means this behavior is disabled by default.
When should you review it? Review this property when configuring agent tools for improved customer engagement.

Out of the box property record

Raw metadata from the property record.

Property name com.glide.cs.conversation_history_cross_channel.enabled
Sys ID b739d9037741511088efebdf8c5a993c
Type boolean
Application Global
Default value false
Description Enable the requester's cross channel conversation history to agents during live interactions.
Updated 2024-05-25 03:39:08

Sources

Official references and nearby text excerpts where this property appears.

Documentation excerpt View supporting context
Context preview Snippet 1
... Location: System Property [sys_properties] table com.glide.cs.collab.teams_outage_timer Length of time the "message not sent" notification (see com.glide.cs.collab.notify_all_members) displays. • Type: integer • Default value: 5 • Location: System Property [sys_properties] table com.glide.cs.conversation_history_cross_channel.enabled Enables (true) or disables (false) the display of cross-channel conversation history in the chat panel when an agent is having a conversation with a requester. • Type: true | false ...