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
-
Replies to forwarded incidents are added to the thread as customer entriesSummary: We frequently forward incidents (using the forward button) to internal non-OSC staff so they can assist. When the non-OSC staff replies, their response is added…
-
with email rules could we distinguish between a new query and a replySummary: Im new to working with email rules. I want to be able to tell the difference between a new query, and a reply to an existing/previous query. I cant see any opti…
-
Hi All,Summary: We have implemented the ODA with live chat using an embedded service, in the visual builder there are no automatically generated application, which required dep…
-
Oracle Customer Excellence Awards - Nominations are OpenYou’ve done incredible work. Now you deserve the recognition. The Oracle Customer Excellence Awards celebrate the very best of business innovation, showcasing how organi…Elise Hymes - Oracle CX-Oracle 14 views 0 comments 0 points Started by Elise Hymes - Oracle CX-Oracle
-
chat duration alertSummary: We would like to flag chat durations to agents when a chat has exceeded a specific duration. For example if a chat has exceeded 10 minutes an on-screen alert co…
-
How to block contacts from being createdSummary: How to block contacts from being created from the "Ask A Question" page Content (please ensure you mask any confidential information): I have had hundreds of sp…
-
No access to CP CoreApiWe have Email Address Sharing enabled in our side and thus we need to be able to modify the Logic by which Oracle selects a Contact when a not logged in user starts a ch…
-
Is there a way to add Chat fields to Incident WorkspaceSummary: Add chat fields to Incident Workspace Content (please ensure you mask any confidential information): Id like to add the chat termination event to the incident d…
-
Chat File attach - Agent to customerContent Hi Has anyone implemented functionality for a chat agent to upload a file to a customer? We have the customer to agent upload but have had a request for agent to…User_2025-02-01-08-57-32-379 54 views 3 comments 0 points Most recent by Petra Bikkembergs - Oracle Product manager DCS-Oracle
-
End of Chat Survey Page to Appear within Chat Landing PageFor a chat opened from the Oracle B2C Service customer portal chat_landing page, the end of chat survey (configured via rules) can be opened only in a new browser page a…
-
Problems configuring queue routingSummary: I need to route chats from a specific site to a certain queue in RightNow. Content (required): I read the Oracle Service Cloud_Popular Business Rules in Engagem…B2C Service Support Customer Inquiry -Oracle 33 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
-
Assistance Needed for Chat Routing to Overflow AgentsSummary: I’d like some clarification on how we can route chats to available agents when the primary agent is at full capacity. Content (required): Here’s the setup I tes…B2C Service Support Customer Inquiry -Oracle 35 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
-
Web Chat for Services (WCFS)Hi. I am configuring WCFS and the basic Chat is working. I am trying to do some branding/customization and appreciate any help on this. The Chat Icon is appearing on the…
-
Customizing OIT Config FilesSummary: What parameters do I need in OIT Config Files to enable attachment and edit queue? Content (required): Hello, How do I configure the Queue ID and enable attachm…B2C Service Support Customer Inquiry -Oracle 33 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
-
Will other channels be available in Oracle Messaging for SMSSummary: I have enabled Oracle Messaging and currently the only channels available are Facebook, WeChat and SMS (but only through Twilio). It has been mentioned that oth…
-
Chat conversation via emailSummary: How to email chat conversation from standard chat or Web Chat For Service Content (required): Is there a way that the user gets the chat transcript by email, ei…B2C Service Support Customer Inquiry -Oracle 53 views 2 comments 0 points Most recent by Petra Bikkembergs - Oracle Product manager DCS-Oracle
-
winmail.dat fileSummary: Content (required): We are receiving incidents created from email with winmail.dat file. Version (include the version you are using, if applicable): Code Snippe…B2C Service Support Customer Inquiry -Oracle 28 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
-
How to hide specific category in inlaychatHi All, I want to hide specifically two categories from inlaychat category drop down, kindly share the solution/document. I have already tried the below document,seems t…
-
Color of Chat Inlay ButtonSummary: Content (required): I am trying to change the color of the chat inlay button using "data-oit-theme-vars": {"brandColor": "#65a11b "}. I have no color theme sele…
-
Blocking internal users from using a mailbox intended for external users.Summary: Block incoming message to allow users to use the correct mailbox Content (required): We have created unique mailboxes for our internal contacts as well as mailb…B2C Service Support Customer Inquiry -Oracle 68 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
-
Are there any AI-powered features available for web chat in the latest release of CX CRM?Summary: Just want to know to integrate the AI feature in CX CRM(rightnow) web chat, if the feature is available please any one share the documents. Content (please ensu…
-
How to add button to near add a response/add a private note/ add customer entry in incidents screenCan we add a button near add to response. If we click on the button, it should be able to perform actions related to the SMS integration where the communication is sent …
-
DMARC ImplementationSummary: Content (required): We have implemented SPF and DKIM and now we are looking for DMARC implementation Version (include the version you are using, if applicable):…B2C Service Support Customer Inquiry -Oracle 45 views 2 comments 0 points Most recent by Venk Kudire- Support-Oracle
-
End-user email response is coming up as attachmentSummary: Content (required): Some client response are coming in the form of an attachment rather than a normal message in incident thread. We wanted to know the size lim…B2C Service Support Customer Inquiry -Oracle 29 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
-
Possible BUI Live Chat box bugSummary: Hi there, I already have a ticket raised for this but want to see if anyone has encountered this before. Some of our users (not all) are experiencing some forma…
-
How to disable incoming email for Oracle hosted mailboxSummary: Content (required): We want to know how to prevent receiving incoming email. Version (include the version you are using, if applicable): Code Snippet (add any c…B2C Service Support Customer Inquiry -Oracle 51 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
-
Web Chat for ServiceSummary: I have a few questions about configuring WCFS that I cant find in the documentation. Content (required): Can I change the launch button? The default is a square…Kim Dante 139 views 8 comments 1 point Most recent by Petra Bikkembergs - Oracle Product manager DCS-Oracle
-
web chat for service and custom fieldSummary: I am not able to set a custom field in web chat for service. I have a menu type field called pro_chat_page and WIE is one of the choices in the menu selections …
-
Oracle Messaging contact lookup customizationSummary: Oracle messaging is enabled and was able to configure SMS through twilio. chat is generating and redirecting to B2C service cloud without any issue . how do we …
-
send response from multiple mailboxesHello Admins, We're encountering an issue with outgoing correspondence in OSvC. Currently, we have two inboxes connected to the Service Cloud, both operating via SMTP. A…