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Communication Channels
Discussion List
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Transfer - Does not carry over the Workspace field values to transferred agents.Content Hi, On the Chat workspace, we have exposed two Custom Incident fields [Categories & Sentiment]. These fields are required fields and before Transfer, it prompts … -
proactively chatting with a specific customer.Content My customer previously used Live Person for "proactive" chat on their external websites. They miss the ability to see parameters about specific end users visitin… -
Launch chat outside of a pop upContent Hi guys, Pretty sure this is a no, but can't find anything that states - can you amend the chat_launch page so that the chat launches directly in this instead of…User_2025-02-03-17-03-04-780 31 views 3 comments 0 points Most recent by User_2025-02-03-17-03-04-780
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Engagement Engine - To capture the Web Page TitleContent Requirement : I need to capture the Web Page Title through Engagement Engine. I have setup a Rule within the Engagement Engine Editor to Populate the Custom Data…
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Chat workspace does not show the Contact FieldsContent Hi, Issue: Contact fields do not show up for an Ongoing Chat session on Chat Workspace. We have customized the Chat workspace as shown in the image [attached] 1.…
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install Oracle Service Cloud only available on IE browserContent Hi, Install Oracle Service Cloud button is available only on IE browser. On FF and Chrome, its greyed out with the below text. Internet Explorer or Microsoft Edg…Vinothini Keerthi Kumar-Oracle 47 views 3 comments 0 points Most recent by Vinothini Keerthi Kumar-Oracle
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Co Browse from Desktop Browser not allowedContent Hi, I get the below error when I try to initiate co browse in a customer chat session. The screen sharing button is also disabled. "The customers environment doe…
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Terminate or Wrap-Up PopupContent Hi, I would want to customize the Terminate or Wrapup Popup and show only Terminate button. Where can I do this ? Do you want to Terminate? Terminate button /> A…
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Adding field to Message BaseContent Hi, Message base - CHAT_GREETING_MSG - We want to edit it and include Custom message like this Welcome to Oracle Sales Chat. My name is . In case we should be di…Vinothini Keerthi Kumar-Oracle 34 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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How to configure a limited amount of time per chat?Content Hello All, I would like to know if there's a way to configure a maximum amount of time per chat for the agents, in order to guarantee the agent doesn´t utilize t…
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Rightnow Chat ImplementationContent Am on a new RightNow implementation project that involves chat alone, so customers can chat with agents. As a result there is no need to give customers access to…
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Any tips for mouse out coordinates?Content I've had the hardest time getting specific/exact coordinates for items on a page. Are there any tricks for measuring items on a page, or highlighting the "hot" a… -
Chat Transfer issues with Advanced RoutingContent Hi, We have the below setup 1. 13 different language interfaces 2. Advanced Routing / Queues for Chat Routing [Skill Based] 3. All Staff account scored for Produ…
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Can't route chat by productContent I am using non proactive syndicated chat and have set product to 2377. I have a chat rule if product =2377 assign to "test chat queue". I have one available agen… -
Chat Notification SoundContent Is it possible to change chat notification sound in desktop agent? Please suggest. Version May 2015
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Engagement Engine: Supports a combination of SPA and non-SPA pagesContent I've been asked this question a few times and thought this information would be useful to the Community... SPA=Single Page Application Question: If our company h… -
Visitor Browser History (VBH) on CPContent I am trying to enable VBH, can it be done using the standard CP Chat? I have EE running on my test site and the control added to the workspace. No errors, but no… -
Not Your Parents’ Skills-Based RoutingContent Customers are increasingly visiting a company’s website first when looking for support, and companies are finding innovative ways to structure an optimal web sel… -
Engagement Engine and Proactive Chat Basics: Where do I get a widget ID?Content When I'm creating a rule in Engagement Engine Editor, where do I get the widget ID it's asking for?
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Engagement Engine Rule error for Syndicated Proactive ChatContent Hi Community, I am using November 14 and unable to configure the Engagement Engine to launch a Syndicated Proactive Chat (SPAC): Each time I configure my EE Rule…
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Syndicated Chat Agent availability issue.Content Hi All, We have a scenario where we have 2 queues. First queues chat comes from CP page. Second queues chat comes from syndicated chat. And we want the queues to… -
Showing Chat pop-up when agent minimizes AD after chat session establishedContent We have a requirement to show a chat pop-up alert when an agent has minimized Agent Desktop after chat session has been established. This is similar to the initi…User_2025-02-03-19-24-48-785 12 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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Customers can initiate chat, but I can't accept the chat or read repliesContent I'm attempting to set up chat. Some features are working - the bar in the top right lets me log in and out, and I get a pop-up asking if I want to accept and inc…
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Tell the client when there is no agent available on the chat cueContent Is there a way to change the chat waiting message to tell the client when there is no agent available on the chat cue to answer him? I would like to show the cal… -
Chat termination event- Disconnected by agent or user?Content Hi, The transcript in the incident shows entry '01:46:40 PM] 'Rahul Yadav' disconnected ('Concluded by Agent').' Chat events table shows entry End-User Disconnec…User_2025-02-03-22-27-06-740 29 views 2 comments 0 points Most recent by User_2025-02-03-22-27-06-740
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Cannot connect integrated Co-browse - Invalid Agent LoginContent /Cobrowsepremium is setup in chat and in standard.php I have looked over the message boards, but have not found this. I am attaching screenshots for reference. A…User_2025-02-03-19-17-08-065 30 views 2 comments 0 points Most recent by User_2025-02-03-19-17-08-065
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How to change the chat link URL on the Customer Portal page?Content Can the target URL on the customer portal be changed? I want to send chat requests to an intermediate page so the chat group/category will show availability stat…
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Refuse ChatContent Hi all! I need always that a customer is waiting for a chat the option "refuse" not apeer to operator. In attachment a screenshot. Thanks!
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Standard text hot key does not workContent when I chat with customer, I want to insert the standard text while I press F8 but nothing happens what is the reason? Thanks
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Supervisor Monitor Chat - Join button not available.Content Hi, Supervisor can view the Ongoing Chat in the Supervisor Dashboard and clicking on that Chat opens up the Transcript. How can the supervisor monitor and then J…