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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Proactively asking user to chatContent Hi All, I want that user should be proactively provided an offer to chat if they spend more then specific time on a page. Is it through engagement engine. Any ex…User_2025-02-03-22-15-14-082 33 views 2 comments 0 points Most recent by User_2025-02-03-20-10-42-447 -
Chat Post MessageContent Hi, I'm customizing chat_landing.php page. About the Chat Post Message, I want to delete the text (not the entire widget) Type your message here, then click Send… -
Help with Chat Agent Event tableContent The chat agent Event table has the following values defined for Agent Event 1 - Log-on 2 - Engagement Request Sent 3 - Engagement Request Canceled 4 - Idle 5 - N…
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Chat Transfer - Not Changing Greetings messageContent Hi, We have set different custom chat greetings message for each departments. When the chat agent transfer the customer's chat from department 1 to department 2,…
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Multiple Chat Sessions - Flash/Color Change issue in TABContent Hi, I will chat with multiple customers at same time. If I'm chatting with only only customer, then I'm not facing any issues here. But when I'm already chatting…User_2025-02-03-19-28-13-393 28 views 2 comments 0 points Most recent by User_2025-02-03-19-28-13-393
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Chat script security issueContent Hi, One of the Cloud pages is using the reactive chat widget and the issue is that when running the embedded chat script in our page, the chat script is includin… -
How to prevent missing an incoming chatContent Hi, Below is the requirement by one of our agents: "There are instances of Agents missing incoming Chats because the notification blinking is not disruptive enou…
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Chat form fieldsContent Hi, a customer only wants to include an optional first name field on the chat launch form. After reading documentation/some community threads I assume: 1) If you…
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unable to start cobrowse sessionContent We're trialling basic cobrowse capability during a chat session within CP. I have followed the user guide to create workspace and placed the cobrowse premium wei…
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Do you have Email as a required field for chat launch form?Content We've currently got Email as a required field on the chat launch form. We are considering making it not required or even eliminating it because we feel it might …
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Putting chat link on non-CP pageContent Hi, I have a customer that wants to put a chat link into a non CP page. For that, is necessary the syndicated widget chat. For doing that...is it always necessar…
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Engagement Engine not setting a custom select list Field value in the chat formContent Hi, We have a requirement to capture a js variable value from the source page through EE and set the select list field in the Chat Form with that value. E.g. On …
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Can we add a feature to an unsupported version of Service cloudContent I am on an old version of the Service cloud (Aug 2014), which is now out of support. We are not scheduled to upgrade this for a while (4-6 months), due to enviro…User_2025-02-03-22-31-45-990 5 views 2 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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Where to get the Widget ID for PAC within CP?Content Someone asked a similar question before but the answer was more for SPAC. I'm trying to figure out how to get Proactive Chat happening with the Engagement Engine…
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Post chat Third-Party pop-up surveyContent Hi, We are using proactive chat on our corporate website .When the customer accepts , they would need to fill First Name, Last Name and Email Address to launch t… -
Chat Availability in Testing EnvironmentContent Hi All, I am working on some changes in Chat page in Testing Environment. So I want to make the chat pages in TEST environment available all time (i.e 24/7 ). Pl…User_2025-02-03-19-28-13-393 3 views 2 comments 0 points Most recent by User_2025-02-03-19-28-13-393
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Prohibit Chat Transfers to Some (Not All) GroupsContent I am looking for a way to prevent a group of agents from transferring chats to another group, but they still need to be able to transfer to some other groups. I …
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Rule Text and ChatContent It appears as though the then action "Add Standard Text to a thread" cannot be used in a chat workspace. Does anyone have any ideas for another way to automatica…
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Chat Font Color ChangeContent Is it possible to change the font color of the Chat Landing Page chat transcript area? OOTB all chats are black but need to have the End User chats to be in Blac…
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Skill based chat routing - Advanced RoutingContent We are trying to implement Advanced routing for Chat in our Service cloud instance. Oracle has confirmed that they have enabled Smart Interaction Hub (SIH) for o…
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Can you start a Co-Browse session in ACB mode?Content Is it possible to configure a Co-Browse Session to start in Advanced Mode (Bypassing Instant Mode)? Version Service Cloud
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Chat and Responsive Web DesignContent Has anyone worked with Oracle Chat enough and developed a way for it to work within a RWD design? We are looking to see if any one has developed or done anything… -
Conditional Link and co-browsingContent Hi All, Whether co-browsing works with conditional chat link? Agent can Interact with callers directly on the website by pushing links and documents, or viewing …
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Agent First Name Variable in Chat Standard TextContent Hello, Is there a way to have just the agent's first name in a chat Standard Text variable? There are a variety of end-user name options. The only options for ag…
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Priority Chat for VIP CustomersContent Hi, What do you think is the best approach in offering VIP customers priority chat? Thanks in advance! Version OSvC May 2016 -
Private Note Email IssueContent When our agents are adding private notes email type when they send the contact is getting an email also the Incident Unresolved message template. This email to t…
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Max wait time in ChatContent Hi All, I am trying to achieve this requirement - If a Customer waits in queue for more than 15 seconds and if none of the Agent is connected, then they must be …User_2025-01-30-19-06-33-073 32 views 2 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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Chat routing between chat queuesContent I am trying to % split incoming chats between 2 different chat queues (contact centres). Chats are received from the same interface and same product type, so I c…
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Cobrowse Premium widget in an external pageContent Hi, I have placed the launcher.js script which i received from Livelook on an html page.I am getting a message "Service is temporarily unavailable".Any help is a…
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Options for linking to chats from an external pageContent Hello, We recently upgraded to May 2010 and Customer Portal. We really like the level of customization available to the Customer Portal pages. We do not have cha…User_2024-12-17-21-35-06-324 17 views 7 comments 0 points Most recent by User_2025-02-03-20-16-45-224