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
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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… -
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? -
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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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 21 views 3 comments 0 points Most recent by User_2025-02-03-19-14-40-177
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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
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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 …
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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 27 views 2 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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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…
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send customer picture within chatContent Hello, the customer can send us pictures via chat, but we are not able to send him pictures as an agent via agent desktop. It would be great if the image is disp…
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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 …
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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…
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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…
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Chat timestamp on end userContent Hi there- I know this has been posted before, but I am not finding a resolution. I am wanting to customize our ChatTranscript widget to enable the view of timest… -
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…
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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…
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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…
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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…
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Chat Transfer to Queue with Unavailable AgentsContent Looks like delivered functionality does not allow chat to be transferred to a queue if that queue has active but currently unavailable agents. Any idea on how to…
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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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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…
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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…
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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…
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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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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…
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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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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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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
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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…