Category 272
Discussion List
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chat text in chat windowContent Hey guys and gals! I hope someone can help us. We have our auto response sent to the customer and it's text is wrapped within the box. But when we send responses…User_2025-02-03-19-20-35-072 41 views 3 comments 0 points Most recent by User_2025-01-30-19-06-33-073 Communication Channels -
Appending Chat Question in TranscriptContent Hi All, In the "chat launch" page, I have included "Question" field (which is actually incident.subject field). So the end user has to also enter the "Question" …User_2025-02-03-19-28-13-393 39 views 9 comments 0 points Most recent by Kwabena Adjei Communication Channels
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change the wording in chat windowContent Hello, is there an opportunity to implement the following: Customer does not clearly see the agent typing. If the agent does not type, the "Listen" is next to th…User_2025-02-03-19-14-40-177 23 views 3 comments 0 points Most recent by User_2025-02-03-22-20-20-973 Communication Channels
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How to fire "Copy Contact" for chats where no incident is created?Content We have established that for yet an unknown reason (investigating with Oracle Support), about 10% of all our chats do not get an incident reference # created. An…User_2025-02-03-16-51-39-328 35 views 1 comment 1 point Most recent by User_2025-02-03-16-51-39-328 Communication Channels
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Can you add Dynamic fields to the Chat launch pageContent We would like to be able to add three fields dynamically on the Chat launch page when the end user selects a particular issue from our drop down. Thus making the…lbriggs 13 views 2 comments 0 points Most recent by User_2025-01-30-19-06-33-073 Communication Channels -
Co-browse Remote Control NotificationContent I had a great email exchange with one of our Community members about Oracle Co-browse this week and wanted to share a couple topics that were raised that may be …Michelle Brusyo-Oracle 16 views 2 comments 3 points Most recent by User_2025-02-03-22-14-36-431 Communication Channels -
Visibility of sent files from customersContent Hello, the customer sent us a file via chat. The customer does not see whether the file has arrived at us. After clicking on Send the chat field simply remains e…User_2025-02-03-19-14-40-177 22 views 3 comments 0 points Most recent by User_2025-02-03-19-14-40-177 Communication Channels
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Experience Routing: product / language skillsContent Hi All, There is an option for adding scores for product skills . Like that is there is any option to add scores for language skills. Regards, Mohan Note: Jessic… -
Experience Routing: Advance routing based on account skillsContent I am having two accounts Account1 and Account2 both are assigned to same profile. And assigned advance routing as brazil and japan for the profile. Account1 havi…
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Allowing Chat agents to input private notesContent Is there a way to allow Chat agents to input private notes while they are Chatting with an end user?
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IChatAutomationContent Hi Everyone, Does IChatAutomation class in oracle Righnow AddIn has an event handler to raise a notification when a new chat is received in oracle service clooud…User_2025-02-03-17-35-37-226 11 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Syndicated Conditional Chat Queue PositionContent Is is possible to display the queue position in the syndicated conditional chat link? I don't see anything in the admin page documentation but I thought I would …User_2025-02-03-19-37-37-465 37 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Chat layout in BUIContent We are getting ready to roll out BUI for our chat agents, but they have a few concerns about the look/feel of using chat in BUI. One of their biggest issues is t…James Hanson 95 views 3 comments 3 points Most recent by Jessica Bradley-Oracle Communication Channels
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Conditional chat link for non default queueContent Hi all,I am using custom fields in proactive syndicate chat and rules to check these values to route chat to a queue. This is working perfectly.I am now having i…User_2025-02-03-18-44-18-509 39 views 7 comments 0 points Most recent by James Hanson Communication Channels
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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 Communication Channels
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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…user4804285 25 views 7 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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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…User_2025-02-03-18-44-18-509 30 views 3 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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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…adla sayeed 17 views 3 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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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…Hanna Page 36 views 5 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
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 …User_2025-02-03-19-14-40-177 25 views 1 comment 0 points Most recent by Sebastiaan Draaisma-122509 Communication Channels
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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…User_2025-02-03-20-29-17-872 13 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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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…User_2025-02-03-19-14-40-177 29 views 1 comment 1 point Most recent by Mig Ponce-121584 Communication Channels
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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 Communication Channels
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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…