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  2. How do I configure profile options to display an email thread?

How do I configure profile options to display an email thread?

When an agent responds to a customer's email from the Messages tab in a service request, it's good to display the email thread. To enable the display of the email thread, you must configure the following profile options.

Profile Option

Description

SVC_EMAIL_ENABLE_PAST_CONVERSATIONS

Indicates whether to display past conversations. To enable past conversations, set the value to Yes.

The default value is No, so it's disabled by default.

SVC_EMAIL_NO_OF_PAST_CONVERSATIONS

Indicates the number of past conversations to be included in the email thread.

The default value is 1.

You can specify a value from 1 to 10. If you set the value to 0, no past conversations are included. And even if you set a value greater than 10, only a maximum of 10 conversations are displayed.

SVC_EMAIL_PAST_CONVERSATION_START_MARKER

Indicates the start marker for each conversation in the email thread.

This value is fixed and is displayed in English by default. To translate and display this value in the language of your choice, you must set the required locale in the ORA_SVC_EMAIL_DEFAULT_LANGUAGE profile option.

SVC_EMAIL_PAST_CONVERSATION_END_MARKER

Indicates the end marker for each conversation in the email thread.

This value is fixed and is displayed in English by default. To translate and display this value in the language of your choice, you must set the required locale in the ORA_SVC_EMAIL_DEFAULT_LANGUAGE profile option.

ORA_SVC_EMAIL_DEFAULT_LANGUAGE

Indicates the default language to format outbound emails and parse inbound emails.

The default value is blank. When it's blank, the existing values for the start and end markers are displayed for the past conversations. For details about these markers, see the preceding two rows in this table.

You can specify the locale as a value for this profile option. For example: en for English, fr for French, and pt for Portuguese. When you specify the locale, the translated values for the following start and end conversation markers are displayed in the specified language:

  • SVC_EMAIL_PAST_CONVERSATION_START_MARKER: [##Send your response as a reply to the above mail##]

  • SVC_EMAIL_PAST_CONVERSATION_END_MARKER: [##End of conversation##]

SVC_EMAIL_PAST_CONVERSATION_MSGTYPES

Indicates the types of messages to include in the email thread. You must specify the codes for the message types, separated by commas.

For example: ORA_SVC_INTERNAL_NOTE, ORA_SVC_RESPONSE, ORA_SVC_SYSTEM_NOTE, ORA_SVC_CUSTOMER_ENTRY, ORA_SVC_FORWARD, ORA_SVC_SYSTEM_RESPONSE. You can't specify the meaning or the display name of the message type.

The default value is ORA_SVC_CUSTOMER_ENTRY.

Note:

To add codes for other message types, see the "Search for Lookup Codes of Message Types" section at the end of this topic.

ORA_SVC_EMAIL_PAST_CONVERSATION_SHOW_MSG_TYPES

Indicates whether to include the message type in past conversations.

The default value is Y.

The message type is translated based on the signed-in user's locale. But the default language might be different. Let's say the signed-in agent's locale is Japanese and the default language is Chinese. So while everything gets translated to Chinese, only the message types appear in Japanese.

If your customers contact you about this issue, you can set the value to No. The message type is no longer included in past conversations.

ORA_SVC_EMAIL_DEFAULT_PAST_CONVERSATIONS_IN_OUTBOUND_MSGS

Indicates whether to enable past conversations by default in outbound messages.

ORA_SVC_EMAIL_PAST_CONVERSATION_CHAN_TYPES

Includes messages from only one or more specific channels in past conversations.

Set the value to a comma-separated list of those specific channel types that you want.

To configure the profile options for displaying the email thread:

  1. Navigate to the Setup and Maintenance work area and open the Tasks panel tab.

  2. Click Search from the list of displayed tasks.

  3. In the Search field, type Manage Admin.

  4. From the displayed list of tasks, click Manage Administrator Profile Values.

  5. In the Manage Administrator Profile Values page, navigate to the Search: Profile Option region.

  6. In the Profile Option Code field, type %.

  7. Select %PAST_CONVERSATION% from the options displayed.

  8. Click Search.

    The Search Results: Profile Options region displays the list of profile options related to past conversations.

  9. Select the profile options one by one.

  10. In the Profile Values region, specify the values in the Profile Value column for the Site Profile Level as described in the table.

  11. Repeat the previous step for each profile option in the search results.

  12. Click Save.

Search for Lookup Codes of Message Types

Follow these steps to search for the lookup codes of message types that you want to add in the SVC_EMAIL_PAST_CONVERSATION_MSG_TYPES profile option. You can use the same steps to search for the lookup codes of message types available in the Compose menu in the Messages sub tab of an SR.

  1. Sign in as an administrator.

  2. Navigate to the Setup and Maintenance work area and open the Tasks panel tab.

  3. Click Search from the list of displayed tasks.

  4. Search for and select Manage Standard Lookups.

  5. In the Manage Standard Lookups page, in the Lookup Type field, type ORA_SVC_MESSAGE_TYPE_CD.

  6. Click Search.

  7. From the Lookup Code column in the ORA_SVC_MESSAGE_TYPE_CD: Lookup Codes region of the page, copy the lookup codes that you want to specify in the SVC_EMAIL_PAST_CONVERSATION_MSG_TYPES profile option.

    Note:

    • The lookup codes ORA_SVC_CHAT_TRANSCRIPT and ORA_SVC_WRAP_UP aren't applicable to emails.

    • If you disable any of the following lookup codes, the corresponding message types disappear from the Compose menu on the Messages sub tab of an SR: ORA_SVC_INTERNAL_NOTE, ORA_SVC_RESPONSE, ORA_SVC_CUSTOMER_ENTRY, and ORA_SVC_FORWARD.