To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
Communication Channels
Discussion List
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Chat Assignements Rules - first fill agent's sessionsContent Hi, I would like to ask whether there is any out-of-the-box configuration that would enable us to route chats to the agents not based on which agent is waiting t…User_2025-02-03-16-51-39-328 28 views 2 comments 0 points Most recent by User_2025-02-03-16-51-39-328 -
Display chat launch page in right side bottom cornerContent We are using syndicated proactive chat through engagement engine.On click of yes button ,The chat launch page should appear right side bottom corner. Kindly sugg… -
Change formatting of incident thread created from chatContent When an incident is created from chat session, all conversation are added as a single thread in the incident as 'Chat transcript'. Sometimes it's hard to read th…
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Open Survey within the Chat Landing PageContent In our Chat Implementation, we have configured the Survey to open once the Customer disconnects the chat. Currently, the Survey opens up in a new window. Can any…
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Chat configuration for when no agents logged inContent Hi there- Currently our chat is set up on a specific interface to send all chat requests from that interface to a queue. If an agent is not logged in for this qu… -
Chat session, dynamically append the contact email_address field in the hyperlink in the chat...Content Requirement :- 1. Chat is in progress in OSvC between a customer and an Agent. 2. In the Chat Workspace we have a hyperlink (to an external crm URL). 2. During t…
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sent link from agent to customer is not clickableContent Hello, my request is that if we send a link to the customer in the chat, it will not be displayed as a clickable hyperlink (for both: answer link knowledge base …
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Chat rule routing based on queue available sessionsContent Is there a way to route a chat to another queue if the current one is full (no sessions available)? I couldn't find an option on the rules "IF" statements to dea… -
Proactive Chat floating popupContent Hi all - I have enabled Proactive chat through using the Engagement Engine. What do I need to configure in order to have the proactive chat popup appear as a flo…
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Proactive Chat Host Customer PortalContent We are working on enabling proactive chat but do not seem to be able to modify the host url for the customer portal (CP) that pops-up after accepting the proacti…
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Chat Page – Name of the employeeContent Hi Community, the "Display Name" in the Account details controls the name of the employee who is to be displayed during e-mail communication and in a chat sessio…
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Open ask a question page in same window as the chat landing pageContent We have an option for the customer to submit a question while the chat server is searching for an agent or when no agents are available. When customer clicks on …
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Syndicated ProactiveChat widget not workingContent Hello, I'm trying to configure the syndicated ProactiveChat widget. Below is my code sample I have generated using the option available in customer portal. This …
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Pop survey when customer click X buttonContent We are popping up survey when chat gets completed.Is it possible to pop up survey when customer close the chat window[X button]? Kindly suggest Version v3
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Deleting some chats records ( tests)Content Hi, I need to exclude incidents that I opened for testing, so I do not post to the client report. How can I do this? Version Service CloudUser_2025-02-03-17-19-40-969 32 views 8 comments 0 points Most recent by User_2025-02-03-22-23-59-814
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Custom Field for Phone #Content Hi there- I have added a "Phone Number" custom field (incident) for our chat_launch page. I would like it to only accept numbers, not text. At this time, it is s…
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Looking for suggestions how to reduce chats which engage agents after the end-user has closed chatContent Hello! We're wondering if other chat users are having this challenge & if so do you have any tips how to mitigate the impact? An increasing number of chats where…User_2025-02-03-20-01-45-901 28 views 2 comments 1 point Most recent by User_2025-02-03-20-01-45-901
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How to access JS file in EEContent how to call java script file in Engagement engine I placed the js file in CP folder and try to give the entire path in javascript file location://emersonglobalre…
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Unable to find "seconds" attribute for Syndicate proactive chat in EEContent We are not able to find the seconds attribute to be configured inside the Engagement Engine. Our business requirement is to display proactive chat after 20 secon…
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Third party mobile agent chat appContent Hi All, Is there a way to integrate the third party mobile chat app to oracle service cloud? Thanks, MuthuUser_2025-02-03-18-29-17-316 25 views 2 comments 0 points Most recent by User_2025-02-03-18-29-17-316
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Based on Customer IP location should not display Syndicate conditional chatContent Hi All, We have a requirement not to display the Syndicate conditional chat when the customer belongs to some country.I have configured Engagement engine rule no…
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Chat -Message baseContent Hi All, Is it possible to change the chat standard message from the message base level. For example -If the chat has been transferred from X agent to Y agent cur…
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What is wait_threshold and how it works with min_agents_avail in Proactive ChatContent Hello, I was assuming that wait_threshold is the number of seconds, that one can wait in a queue after he will be disconnected, But in documetation there is also…
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Customisable 'Chat service lost' message?Content Hi, I would like to edit of the messages that pops up to customers when there is an issue with chat connection (screenshot of message attached). The message read…
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Limiting Data String to first End User PostContent I'm trying to create a report which pulls the customers first query when they come into the chat conversation. We want to include all data strings up until the A…
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Remove terminate option from terminate or wrap-up pop upContent Kindly assist to remove the terminate button in terminate or wrap-up popup.Attached screenshots. Version V3
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Adding Chat enduser browser info to incidentsContent We are looking into adding the Chat enduser IP, bowser and OS to the incidents when created. Has anyone been able to do this? Thanks
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Connect a live chat from my website to RightNowContent Hi, Everyone. How Can I connect a live chat from the url of my website to RightNow? If a person needs a live chat on my website, I want to respond from RightNow …
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emailing chat transcript after survey submissionContent I Have a requirement emailing chat transcript to the end customer after survey submission, based on the survey question [i.e if customer selects "would you like …
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Hiding the co-browse link in chat landing pageContent Hi, I'm using premium cobrowse and utilis widget that i have place in chat landing page. i have requirement to display the cobrowse only when the agent starts th…