Category 272
Discussion List
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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 Communication Channels -
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…user4804285 5 views 5 comments 0 points Most recent by User_2025-02-03-20-10-42-447 Communication Channels -
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 Communication Channels
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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…User_2025-02-03-18-29-17-316 23 views 1 comment 0 points Most recent by Gireesh Bhat Communication Channels
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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…User_2025-02-03-19-54-25-485 32 views 3 comments 0 points Most recent by Simon Kilgarriff-118560 Communication Channels
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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…User_2025-02-03-19-20-38-574 22 views 1 comment 0 points Most recent by Simon Kilgarriff-118560 Communication Channels
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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 V3user4804285 33 views 1 comment 1 point Most recent by User_2025-02-03-22-23-59-814 Communication Channels
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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 …User_2025-02-03-19-45-21-273 24 views 3 comments 0 points Most recent by Danette Beal Communication Channels
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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…user4804285 44 views 3 comments 0 points Most recent by Michelle Brusyo-Oracle Communication Channels
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Chat link is Not displayedContent Hi, we have requirement to display the syndicate conditional chat for 500 urls. so i have created a EE rule to display the chat for the particular URL. The EE pa…
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Proactive chat stops to launch when product property is specified.Content Hello, I'd like to route the chat queue by product, so I have inserted product property to RightNow.Client.Controller.addComponent invocation. Business rule is w…User_2025-02-03-19-54-25-485 13 views 2 comments 0 points Most recent by User_2025-02-03-19-54-25-485 Communication Channels
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Customised Chat Intro Message by AccountContent Hi, I wondered if anyone had any idea how to customise the chat intro message on an account specific basis. The current intro: "Hi, my name is Matt, how can I he…User_2025-02-01-08-30-02-803 25 views 4 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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customize syndicate chat link as chat button in Engagement Engine ruleContent HI All, Is it possible to display the syndicate conditional chat link as chat button through Engagement engine rule. Appreciate the response Version v3
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Agent Status Summary by IntervalContent I am trying to figure out if a modification is possible for the OOTB Chat Agent Status Summary report so that it will include all agents that are logged in durin…User_2025-02-03-22-12-27-452 28 views 2 comments 0 points Most recent by User_2025-02-03-22-12-27-452 Communication Channels
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Incident is getting saved before wrap upContent When closing a Chat and the incident gets created it is saving the incident and sending out the response of closed before the agents start their wrap up. Because…
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Can't route chat by a custom Field in Conditional ChatContent Hi All, i would like to route chat on the basis of custom field however it is not working. please see screenshots and code block and let me know what is missing …User_2025-02-03-20-38-38-926 24 views 1 comment 0 points Most recent by Jess Campbell Communication Channels
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Advance routing setup using account product/language skillContent We are using Product and Language skill ONLY at the account level. And our understanding on OSvC for Advanced Routing setup is that, we need to score (any value …
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How to disable only one Chat Queue within the same interface?Content I have 3 Chat service queues: A, B, C and the attendance schedules for all are the same, but they are different operations, all within the same interface. I woul…User_2025-02-03-17-19-40-969 24 views 7 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Engagement Engine With Separate Proactive Chat and Reactive Chat QueuesContent I am trying to setup the engagement engine to route proactive chat to a different queue than the reactive chat users. I also do not want the proactive chat popup…Ryan James 30 views 1 comment 0 points Most recent by Simon Kilgarriff-118560 Communication Channels
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Blocking People on OSCContent Hi, Is there an ability for a Sales Chat Agent to block a Chat Customer from requesting to Chat in the Service Cloud Chat Agent Console? Like the ability to “Bla…Vignesh Nagarajan-126051 31 views 4 comments 1 point Most recent by User_2025-02-03-20-16-45-224 Communication Channels
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Emailing a Co-browse LinkContent We are working on implementing Co-browse and have not been able to find any real documentation stating whether or not it is possible to email a link to a custome… -
Send incident receipt mail during chatContent Hi All, While chat with the customer, is it possible to send the incident receipt mail? I have checked via channel as chat ,I could n't get the incident receipt …User_2025-02-03-18-29-17-316 16 views 3 comments 0 points Most recent by User_2025-02-01-08-53-36-401 Communication Channels
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How to align chat text bubble?Content I want to know if it is possible to align the text on the chat like whatsapp does. When the text be written by the agent it appears on the left and when the text…User_2025-02-03-19-47-10-127 26 views 4 comments 0 points Most recent by User_2025-02-03-20-10-42-447 Communication Channels
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Chat Sessions get DisconnectedContent Hi, We're having a problem around 1/6th of the time when we're using chat. We have a few agents being able to have a few sessions open up at a time to a possible… -
Chat monitor in real time?Content Hi guys, In an escenario, we have 2 profiles: ChatSupervisor & ChatAgent. The Supervisor is worried about the brand-speech and how the Agents are addressing the …