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.
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Communication Channels
Discussion List
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Transfer Advanced Routing Chat but need new skillContent We have a bunch of skills routing into a single TechSupport queue. Agents get assigned chats based on their assigned skills. Works great! However, if a chat come… -
Cost per ChatContent Greetings my fellow Hero's! Wondering if anyone is willing to provide the cost per Chat for your organization? Or if you're on the Oracle side of the equation wh… -
Continues Chat?Content Hi, Is there a way to automatically bring in old transcripts (eg. last 3 chat incidents) into a new chat sessions when client initiates? This way the client can … -
Adding a private note through the chat workspaceContent Hi everyone, I will start off by giving a bit of background - below is the workflow of our chat agents: * A new associated incident is being created and opened a…User_2025-02-03-19-46-58-947 27 views 2 comments 0 points Most recent by User_2025-02-03-19-46-58-947
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How do you measure Agent Chat Productivity in your organization?Content I've looked into a lot of the chat reporting available within Oracle Service Cloud but having a hard time figuring out what's the best report out that that can t…
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Next Ask the Experts webinars to dive into "Chat Widgets" and "Chat Reporting"Content On behalf of the Oracle Service Cloud team, I'd like to invite you to participate in our next season of Ask the Experts webinar series. These webinars are a long… -
Agent Notification of Chats Waiting in QueueContent I wonder if it is possible to create a popup for chat attendants when their sessions are full and a new chat enters their queue? Edited by Jessica Bradley to inc…
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Associating pre-created incident to request chatContent I am using Connect Web Services to pre-create an incident (say ID-1), and than associate it with a chat session. The association is done through the Request Chat…
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Chat AvailabilityContent Is there a way to have Chat set to show Available when an agent is maxed out (placing the customer in the queue), but Unavailable if zero agents are logged in? V… -
Delete Chat LogsContent Hello, How to delete chat logs between agent and customer? Any possibility? Or Can we edit all chat messages for a single customer to blank? I could find all cha…User_2025-02-03-17-50-44-097 26 views 3 comments 0 points Most recent by User_2025-02-03-17-50-44-097
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The Upload File Size Limitation on the Chat PageContent Hi, Currently we need to know the file size limitation when uploading the file on the Chat page, and whether we can set the limitation size for this? If availabl…
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Process when agents are unavailableContent When agents are unavailable to chat for any reason (left desk, not logged in, on a call, etc.), is there a way to limit the queue time after checking for availab…User_2025-02-01-08-28-34-282 29 views 4 comments 1 point Most recent by User_2025-02-01-08-28-34-282
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On submit update lauch page form fields data based on custom field valueContent Hi, I have a added custom field of datatype yes/no in the chat_launch page. On clicking the submit button, if the custom field value is yes then I need to replac…
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Can agents have the ability to send attachments during chat to customerContent Hi, We have a requirement where customer & agents can share files during the chat. Indeed, customer can send files using "Attach File". I do not see any such fea…
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chat_landing.phpContent Hi all! How can I make the client not be able to access the chat_landing directory without passing through chat_launch? Version Customer Portal -
Do not submit survey for abandoned chatsContent Can I configure any rules that do not send satisfaction survey to Abandoned Chat? Version Service Cloud
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Web Chat now takes users to the Support Centre PageContent Our web chat would normally take the users to an available agent, but all of a sudden once they prompt for their name and email it takes them to the "Support Cen…
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Restyle the Cobrowse button UI.Content Hi, I need to restyle the Cobrowse button UI from standard/utils/CoBrowsePremium. I've searched but I could not find a solution for this in the documentation. Th…
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Re-connect with same chat agentContent One of our supervisors posed an interesting question. We enable our customers on the phone to connect to the same agent on subsequent calls, if they provide an i… -
What is the priority of the Client in a queue transfer?Content When I transfer a consumer from my queue to another, does he enter as the first one to be served or wait for those who are waiting to be served? If he has to wai…User_2025-02-03-17-19-40-969 13 views 5 comments 1 point Most recent by User_2025-02-03-17-19-40-969
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Question box in chat workspaceContent Does anyone use the Question box? We are upgrading to 17D from August 2017 I noticed this is empty. Where is the end user presented this field to enter a questio…User_2025-02-03-19-38-44-342 22 views 3 comments 0 points Most recent by User_2025-02-03-19-38-44-342
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Chat is not Currently AvailableContent This is definitely a newbie question, but I could really use a push in the right direction here. I'm attempting to turn chat on for my organization. We have purc… -
Keywords in an abandoned chat.Content Hi, I am looking for a way to report on abandoned chats that have certain keywords in the question/customer thread. I have a report to show all abandoned chats, …User_2025-02-03-16-51-39-328 31 views 8 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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Chat avatar change for male and femaleContent Hi, I would like to see if possible to change the chat avatar based on the logged in user. I know it is possible to change the avatar image, but the new image wi… -
Chat Launch Page Challenge QuestionContent Is it possible to ask a yes/no question on the Chat_Launch page that would launch chat for a no and redirect to another page with a different message? Scenario: …
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Disposition ReportingContent Need to run a report on chats that are closed out, and dispositioned. Would like to see how many chats are filed away into the certain dispositions, and if we ca…
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Cobrowse widget is not working in development mode in Chrome.Content Hi, I've added the CobrowsePremium in the template and in chat_landing and I can't see the Cobrowse widget button when testing with Chrome in chat_launch. How ca…User_2025-02-03-18-57-54-315 24 views 7 comments 0 points Most recent by User_2025-02-03-18-57-54-315
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Co-browse Session TransfersContent Question: Co-browse does not have the typical chat features to transfer, monitor, conference other agents into same session, right? Answer: Co-browse does not ha… -
chat: anonymous email and name when user exist in databaseContent Hi friends, I'm super noob with rightnow... I had to make an user id validation for the chat form, it works fine, when a new user fill fields and send the chat r…User_2025-02-03-19-30-52-315 35 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328
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How to prioritize customer vip chat service queue?Content Hi everyone, I am setting up a special chat service, where some customers with attribute "VIP" have priority in being served, as the following sample scenario: -…User_2025-02-03-18-21-01-382 16 views 2 comments 0 points Most recent by User_2025-02-03-16-51-39-328