System Configurator (SC)

The following changes and improvements have been made in System Configurator.

Voice messages

You can enable agents to record voice messages in response to customers' conversational messaging chats by selecting the option Show voice recording button in User and role management > User settings template > Communication Panel (CP) contact center.

Beep tone

Use the setting Play beep during recording in System services > Recording to enable a beep tone during call recording. This is to inform all parties in a call that the call is being recorded. The setting applies to all recordings.

Showing only pickable conversations

It's now possible to configure Communication Panel to show users only the conversations they can pick at the current time in Picklist. This can be done by selecting the new Show only conversations that are currently pickable in Picklist field on the user settings template.

New default file types

The file types webp and mp3 have been added as default types in Chat settings > Allowed file types. Note that these new file types are included only in new deployments. For existing ones, you'll need to manually add them to the allowed file types list.

Limitations in HTML support of reply templates for emails from 25Q3 - added Aug 29 2025

Some limitations in the HTML support of the new email editor introduced in version 25Q3 have come to light.

Please follow these guidelines in your reply template configurations:

  • Do not use <table> elements.
  • Do not use deprecated HTML elements like <center>.
  • Do not use JavaScript.
  • Always add embedded images as attachments instead of Base64 encoded image data, and refer to them as instructed on the System Configurator document's page Managing reply templates.

Note that:

  • Only a limited set of attributes are supported in HTML elements, like style, href, and target.
  • Only a limited set of CSS style properties are supported in HTML elements. See examples below.

CSS styling support

CSS style properties supported for the <div> element are:
  • background
  • borderTop
  • color
  • display
  • margin
  • padding
  • width

Supported font names are:

  • Andale Mono
  • Arial
  • Arial Black
  • Book Antiqua
  • Calibri
  • Comic Sans MS
  • Courier New
  • Geneva
  • Georgia
  • Helvetica
  • Impact
  • Raleway
  • Sans Serif
  • Symbol
  • Tahoma
  • Terminal
  • Times
  • Times New Roman
  • Trebuchet
  • Verdana
  • Webdings
  • Wingdings

Supported font sizes are:

  • 8pt
  • 9pt
  • 10pt
  • 11pt
  • 12pt
  • 13pt
  • 14pt
  • 15pt
  • 16pt
  • 18pt
  • 24pt
  • 36pt
  • 48pt

The best practice is to use <div>, <span>, and <a> elements, which support basic CSS styling.

Examples of reply templates using HTML

Example 1

Reply template in email editor:

Reply template body text in System Configurator:

<br/>

<!-- Signature text with contact information -->
<div style="display:block; padding: 0px 0px 10px 0px;">
Best Regards,
</div>
<strong>XYZ customer service</strong><br/>
<strong>P.O. Box</strong> 12345, XXX<br/>
T: <a href="+5551234567">+555 1234567</a><br/>
F: <a href="+5557654321">+555 7654321</a><br/>
E: <a href="mailto:customer.service@XYZ.com">customer.service@XYZ.com</a><br/>
W: <a href="https://XYZ.com">www.XYZ.com</a><br/>

<!-- Social media hyperlinks (horizontally aligned icons) -->
<div style="display:block; padding: 10px 0px 0px 5px;">
 <a href="https://www.instagram.com/XYZ/">
  <img src="cid:Instagram.png"/>
 </a>
 <a href="https://x.com/XYZ/highlights">
  <img src="cid:x.png"/>
 </a>
 <a href="https://www.facebook.com/XYZ/">
  <img src="cid:FB.png"/>
 </a>
 <a href="https://linkedin.com/company/XYZ">
  <img src="cid:LinkedIn.png"/>
 </a>
 <a href="https://www.youtube.com/channel/XYZ">
  <img src="cid:Youtube.png"/>
 </a>
 <a href="https://www.tiktok.com/@XYZ">
  <img src="cid:tiktok.png"/>
 </a>
</div>

<!-- Logo -->
<div style="display:block; padding: 20px 0px 0px 5px;">
 <a href="https://test.com/">
  <img width="100px" src="cid:TEST.png"/>
 </a>
</div>

Example 2

Reply template in email editor:

Reply template body text in System Configurator:

<br/>

<!-- Horizontally centered image attachment (fixed width) -->
<div style="display:block; width:640px; text-align:center; margin:auto;">
 <img alt="Test logo" src="CID:TEST.png" width="50px"/>
</div>
<br/>

<!-- Horizontal line (fixed width) -->
<div style="display:block; width:640px; text-align:center; margin:auto; border-top:solid 1px #F2F2F2;">
</div>
<br/>

<!-- Styled text block (fixed width) -->
<div style="display:block; width:640px; text-align:start; background:silver; color:blue; padding:8px; margin:auto;">
 <strong style="font-family:verdana; font-size:12pt; font-weight:bold;">Dear Sir or Madam,</strong><br/>
 <span>Thank you very much for contacting us.</span><br/>
 <span>We have received your message and we will be in touch with you shortly.</span><br/>
 <br/>
 <span>Yours sincerely,</span><br/>
 <span>XYZ Customer Relations</span>
 </span>
</div>

In case of issues with reply template configuration, please contact customer support.