Connect administration

Administrators can configure various performance settings and features that impact both Connect Chat and Connect Support.

Note: There are also administrative options specifically for Connect Chat or Connect Support. For more information, see Connect Chat administration and Connect Support administration.

Properties for Connect

The Connect Properties page provides several configuration options for Connect.

These properties are available for Connect.

Users with the admin role can access these properties by navigating to Collaborate > Administration > Properties.

Note: Many of the properties also impact Connect Support.
Table 1. Properties for Connect
Property Description
Disable Presence

glide.ui.presence.disabled

Turns off user presence globally when enabled. Enabling this property turns off user presence throughout the platform, not just in Connect.
  • Type: true | false
  • Default value: false
  • Location: Collaborate > Administration > Properties
  • Learn more: User presence
Enable Connect in the frameset

collaboration.frameset

Determines whether the Connect overlay is visible (enabled). This property also impacts Connect Support.
Enable Connect to retrieve external link metadata in order to render richer content in messages with links to YouTube, news articles, images, etc.

connect.retrieve_external_link_content

Enables Connect to render URLs for external sites as links. When this property is disabled, URLs that point anywhere outside the instance appear as plain text. This property also impacts Connect Support.
  • Type: true | false
  • Default value: true
  • Location: Collaborate > Administration > Properties
Number of minutes to wait before collecting unread messages and sending an email to offline users.

collaboration.email_interval

Sets the number of minutes the system waits before sending a Connect notification email to an inactive user.
Audio file to play to notify users of new messages, support conversation transfers and @mentions in Connect. This property's value should point to the 'name' field of an audio file in the db_audio table.

connect.notification.audio_alert

Specifies the audio file to play to notify users of new messages, support conversation transfers, and @mentions in Connect. This property's value must point to the Name field of a record in the Audio File [db_audio] table. This property also impacts Connect Support.
Comma separated whitelist of roles able access Connect. Empty allows all roles.

connect.roles

Determines which user roles are required to access Connect. When the value is blank, no role is required. This property also impacts Connect Support.
Note: If you choose to restrict Connect access to specific roles, consider updating the role requirements for Connect modules and other access points.
  • Type: string
  • Default value: <empty>
  • Location: Collaborate > Administration > Properties
Determine whether or not a button is shown in task forms to view the Collaboration document conversation or Live Feed Record Feed related to the task. Note: The Collaboration button will only be enabled if the frameset view is also enabled with collaboration.frameset = true

glide.live_feed.task_header_button

Determines whether the show live feed icon (Show live feed icon) and Follow button are available in the form header of tables that have the live_feed=true dictionary attribute.
  • Type: choice list
  • Default value: collaboration
  • Other possible values:
    • both: enables both the show live feed icon and the Follow button.
    • live_feed: enables the show live feed icon.
    • none: disables both the show live feed icon and the Follow button.
  • Location: Collaborate > Administration > Properties
  • Learn more: Configure record conversations
Disable the legacy chat "Create or Join Chat Room" link on the Incident form (Must have Chat plugin enabled to see link)

glide.connect.enabled

Hides the Create or Join Chat Room related link, which appears on the Incident form when legacy chat is enabled. Legacy chat and Connect Chat should not be used concurrently and this property should not be modified.
  • Type: true | false
  • Default value: true
  • Location: Collaborate > Administration > Properties

Configure the polling interval

The polling interval determines how frequently the system polls for new Connect messages.

Before you begin

Role required: admin

About this task

The default interval is 10 seconds. You can change this value. The shorter the polling interval, the more frequently the system checks for new messages and the greater the impact on performance.

Note: This setting impacts Connect Chat and Connect Support.

Procedure

  1. Navigate to sys_properties.list.
  2. Locate the collaboration.polling_interval property.
  3. Set the Value to a different number of seconds.
    Setting the polling interval to a value smaller than 2 is likely to tax the system too heavily, while a value greater than 10 is likely to result in a poor user experience.

Disable the Connect overlay

The Connect overlay is enabled by default and is integrated with the standard user interface. You can disable the Connect overlay.

Before you begin

Role required: admin

About this task

To disable the Connect overlay and remove the toggle Connect sidebar icon from the banner frame, set the collaboration.frameset property to false.

Procedure

  1. Navigate to Collaborate > Administration > Properties.
  2. Locate the property called Enable Connect in the frameset (collaboration.frameset) and clear the check box.
  3. Click Save.

Result

When the frameset is disabled, any Connect chats open in the Connect workspace. For more information on completely disabling Connect Chat, see Disable Connect Chat.

Customize the Connect audio notification sound

You can replace the default Connect audio notification sound with an audio file of your choice.

Before you begin

Upload the audio file you want to use as the notification sound.

Role required: admin

About this task

The audio notification sound is used for all Connect conversation types, including Connect Support conversations.

Procedure

  1. Navigate to System UI > Audio Files.
  2. Locate the audio file you want to use as the notification sound and copy the Name value.
  3. Navigate to Collaborate > Administration > Properties.
  4. Locate the property called Audio file to play to notify users of new messages, support conversation transfers and @mentions in Connect (connect.notification.audio_alert) and replace the default value with the name of the audio file.
  5. Click Save.

Result

End users receive audio notifications when sending and receiving support chats. Support agents only receive audio notifications for inbound chats when the chat window is not in focus.

Administer Connect actions

You can create or modify Connect actions to provide custom functionality in Connect Chat or Connect Support conversations.

Before you begin

If you want to customize the icon for a Connect action, navigate to Collaborate > Administration > Action Icons to view the available icons and their class names. Note the class name of the icon you want to use.

Role required: admin

About this task

The Connect action menu appears by the message entry field when one or more Connect actions are available for a conversation, based on defined conditions. When a user selects a Connect action, the system runs the script defined for that action.

Procedure

  1. Navigate to Collaborate > Administration > Actions.
  2. Click New or open an existing Connect action.
  3. Complete the Connect Action form, as appropriate.
    Table 2. Connect Action form
    Field Description
    Condition JavaScript condition statement that must return true for the action to be available in a conversation. For example, to show the action in Connect Support conversations only, enter conversation.type === "support" or conversation.table === 'chat_queue_entry'.

    For information about the conversation object, see the GlideConversation API reference documentation.

    Hint This field is not used.
    Icon Class Name Class name of icon to use.

    To view all available icons and their class names, navigate to Collaborate > Administration > Action Icons.

    Order Order of the action relative to other items in the Connect action menu.
    Script Script to execute when the action is run. For example, to create a new incident based on the conversation, enter the following code:
    response.newRecord("incident",{
        short_description: conversation.document.short_description ||"",
        caller_id: conversation.document.opened_by
    });
    For information about the response object, see the ConnectActionResponse API reference documentation.
    Note: You can only create a Connect action based on a task table.
    Shortcut Text that triggers the action when entered after the "/" character in a conversation.
    Title Text that appears in the Connect action menu. The title for each Connect action should be unique.

Result

Figure 1. Connect Actions form
Connect Actions form with the condition conversation.table === 'chat_queue_entry'