Include Messages of Only Some Channel Types in Past Conversations

On the SRs, there may be various messages from different channels: your customer may have called, visited a retail store, or sent an email. These all become SR messages, but you may want the past conversations to include messages of only some channel types.

You can select those specific channel types by configuring this profile option.

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.

Note: You can configure this profile option by using the Manage Administrator Profile Values task. For more detailed steps, see Configure Profile Options to Display Email Thread.

This table shows a sample range of values for this profile option, along with the result.

Profile option value	Messages from the following channel types are included in the past conversations:
blank	All channel types such as Email, Web, and Chat
ORA_SVC_EMAIL	Email only
ORA_SVC_EMAIL, ORA_SVC_CHAT	Email and Chat only
ORA_SVC_EMAIL, ORA_SVC_WEB	Email and Web only