Communication Channels
Discussion List
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Engagement Engine > Syndicated Proactive Chat look and feelContent Hi all, We are looking into implementing Engagement Engine using Syndicated Proactive Chat. I seem to not be able to locate where I can make look and feel change…User_2025-02-03-17-53-38-328 28 views 1 comment 0 points Most recent by User_2025-02-03-16-56-54-367 Communication Channels -
Transfer Chat does not change the Incident Assignment to transfered AgentContent Hi Jessica, We were trying the Transfer Chat option. Agent 1 transferred Chat to Agent 2. From Agent1's console, the Chat workspace disappeared and Agent2 was ab…Vinothini Keerthi Kumar-Oracle 44 views 2 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
Pop a chat survey in the chat window, and ensure it is tied to the contact record.Content I'm trying to verify if it is possible to have a transactional survey pop up in the chat window after the chat session? I need to make sure the survey is tied ba…User_2025-02-03-18-33-43-372 30 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Video Chat - Browser CompatibilityContent Need some help from service cloud experts on this forum. We are trying to test Video Chat by using an an opensource WebRTC framework. However when trying to laun…User_2025-02-03-19-24-48-785 44 views 2 comments 0 points Most recent by User_2025-02-03-19-24-48-785 Communication Channels
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Syndicated Proactive Chat not working in External pages.Content Hi All, I have been trying to implement Syndicated Proactive widget in an external page. A simple hello world is displaying through EE but just the Proactive wid…User_2025-02-03-16-56-54-367 13 views 2 comments 0 points Most recent by Kristi Karels Communication Channels
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When 2 Chats Are In Progress, Chat 1 Terminate Button is Greyed OutContent We are seeing an issue with agents who take 2 chats at a time. If the chat in tab 1 is finished before tab 2, the terminate button is greyed out and the agent is…User_2025-02-03-19-56-07-452 27 views 1 comment 2 points Most recent by Jessica Bradley-Oracle Communication Channels
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Automatically terminate a chat after wrap up session.Content I've found that there is an issue with the way the enhanced console deals with the wrap up>terminate chat/incident process. This allows agents to abuse wrap up t… -
Chat Screen QuestionContent Just wondering if anyone can give me some idea how to edit the chat screen show attached so that engagement and incidents are tabbed and not displayed vertically…User_2025-02-03-20-10-30-805 21 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Is there a hot key combination to 'Send' the message in the chat Compose text box?Content We've got reps who go into Wrap and then get a message prompting them that they are sending a message "You have indicated that you want to send a response, but d…User_2025-02-03-20-43-46-497 35 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Co-browse Best PracticesContent Please download this white paper about best practices related to Oracle Co-browse, including guidance around planning, deployment, agent training and measuring s…Michelle Brusyo-Oracle 26 views 0 comments 3 points Most recent by Michelle Brusyo-Oracle Communication Channels -
EE Rules Not WorkingContent We are using the Engagement Engine to place a chat icon for the Syndicated Conditional Chat widget using CSS. This works except for our Contact Us page where we …User_2025-02-01-08-41-00-820 12 views 4 comments 0 points Most recent by User_2025-02-01-08-41-00-820 Communication Channels
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Routing chats based on the # Xs the contact has contacted usContent Hi, Our business is looking at how we can route a chat to a designated queue (not the default queue) based on how many times that customer has contacted us withi…User_2025-02-03-20-01-41-735 18 views 2 comments 0 points Most recent by User_2025-02-03-20-01-41-735 Communication Channels
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Handle Chat OverflowContent Hi, Could someone help me with Chat Overflow scenario. Case 1: When All Agents are busy, the new Chat request should be placed in an Overflow queue. How can this…Vinothini Keerthi Kumar-Oracle 29 views 3 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Advanced Routing - ChatContent We have implemented advanced routing in Chat using the answer https://cx.rightnow.com/app/answers/detail/a_id/7826. However the advanced routing behaviour is err…User_2025-02-03-19-24-48-785 23 views 2 comments 0 points Most recent by User_2025-02-03-19-24-48-785 Communication Channels
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Amend the layout of Insert Answer from Smart Assistant in ConsoleContent We are using Smart assistant in the console during Chat sessions. We have Answers setup and ready to be used. When you go to insert an answer the text that is po…User_2025-02-03-16-56-48-238 23 views 3 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Chat link inactive on Customer Portal menuContent Hi, I added a new menu item in customer portal for 'Chat', using guidelines provided. * in /dav/cp/customer/development/views/templates/standard.php But when th…User_2025-02-03-19-33-44-536 28 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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2 Chats, 2 Opening hours, 1 Interface,Content I have a customer who is using the chat widget (I believe it is the proactive syndication) this links to the main group of users with a fixed opening time (say f…Colin Campbell-118909 31 views 10 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
Customizing Chat GreetingContent Hi Everyone, I am attempting to customize our Chat Greeting to include the text that the customer types in on the Launch URL. At this time, fills in our agent's…User_2025-02-01-08-41-04-877 56 views 3 comments 1 point Most recent by Jessica Bradley-Oracle Communication Channels
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Any way to remove any customer from chat queue in live chat?Content Is there any way that an agent can remove customers from the chat queue if there are several customers in chat queue and an agent is already talking to a custome…User_2025-02-03-17-19-37-172 23 views 4 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Temporarily switch on/off Chat from PortalContent Is there any way that we can switch on/off the chat function from our portal temporarily. I know you can specify chat hours for each interface. But is there a wa…User_2025-02-03-18-57-52-212 29 views 6 comments 0 points Most recent by User_2025-02-03-20-10-42-447 Communication Channels
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How to get the co-browse configuration details ?Content How to get the co-browse configuration details? Do I need to register at some particular site to have the details? Currently I don't have info about COBROWSE_COM…
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Syndicated Widget using Engagement Engine Not working in Internet ExplorerContent Hi All, I was successfully able to invoke Syndicated Proactive chat widget using Engagement Engine on Mozilla Firefox and Google Chrome Browser. It is not workin… -
Chat Transcript retain policy / Chat Transcript reportContent Hi Community, Does anybody know how long the chat transcripts are retained in Oracle Service Cloud? As long as there is an active subscription? In some industrie…User_2025-01-30-01-38-59-628 41 views 3 comments 0 points Most recent by Dan Haynes Communication Channels
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Can we use chat delay time to affect pull policy?Content The issue: During slow times, we have some chat agents who are fully allocated their allotment of chats and others who have received none. I know that chat reque… -
Is Engagement Engine Necessary for Pro-Active Chat WidgetContent Hello, Is it necessary to use Engagement Engine to deploy the syndicated Pro-Active Chat (SPAC) on non-CP sites? i.e. can the SPAC widget be deployed independent…User_2025-02-03-16-56-50-120 37 views 3 comments 0 points Most recent by User_2025-02-03-16-56-50-120 Communication Channels
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Syndicated Proactive Chat widget on mobileContent Hi, Apologies to duplicate my post from the developer forum (https://cloudcustomerconnect.oracle.com/posts/9b054f41ff), but may be some masterminds in the user f…User_2025-02-03-16-19-22-504 22 views 1 comment 1 point Most recent by Jessica Bradley-Oracle Communication Channels
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Engagement Engine & chat : get data at the end of the chatContent A customer asks how he can evaluate the impact of the chat on his sales process. He wants to get : - the cart amount before the chat starts - the cart amount whe…User_2025-02-03-17-05-26-569 24 views 2 comments 0 points Most recent by User_2025-02-03-17-05-26-569 Communication Channels
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DataContext isn't set to a valid EmailHeaderViewModelContent Has anyone seen this before? It popups as soon as I create a new incident while in chat wrap-up mode. We recently upgraded to November 2014 release. -
How to skip the Login when a Chat is triggered from an Incident (passing the i_id in the chat URL)Content Hi all, I am trying to trigger a chat associated to an incident (so that to populate the chat workspace with all the information contained in the incident worksp…User_2025-02-03-19-52-04-148 16 views 2 comments 0 points Most recent by User_2025-02-03-19-52-04-148 Communication Channels
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Any way to make Post Chat survey open in chat window instead of new window?Content I'm using the Chat business rules to open a survey upon completion (or cancellation) of a chat. Management wants the chat to open in the same window as the chat,…