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
-
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… -
Filtering Profanity and Personal Information out of chatContent I am trying to determine if there is a way to censor the text in a chat. We work with people's private information and we need to have a way to censor if it is a…
-
Proactive chat: Widget ID in Engagement engineContent Hi, I am working on implementing Proactive Chat using Engagement Engine. The chat invitation needs to be displayed when a user views the page for more than 10 se…User_2025-02-03-22-05-18-515 25 views 4 comments 0 points Most recent by User_2025-02-03-22-05-18-515
-
Chatbot for OSvC?Content Has this been released for Service Cloud? Or is it still in the pipeline? Has there been any word on its release? Version 3.3.3 -
Chat Auto-Answer FeatureContent Is it possible to set up Chat to automatically pop a Chat to an agent without having to accept it from the Toast notification? We were using an external Chat rou… -
Which email address was email X sent to? (transaction.description?)Content Hey guys, I am trying to figure out how I can see to which email address a customer has sent an email to. Did he/she sent it to 1234@gmail.com or abcd@gmail.com …
-
Wait ThresholdContent Hi, A quick question. We are using the engagement engine to write our rules. In our rules, we use syndicated conditional chat to display our chats. We want to en…
-
The chat is not ended when I click the X buttonContent Hi all, I'm testing the different chat events, the problem that I have is that when I close the chat_landing by clicking the "X" button, the agent sees the chat … -
Chat API - Get EstimatedWaitTime and agent availability before RequestChatContent I've combed through the documentation and can't seem to find an answer to this one. Any help would be greatly appreciated! We want to build an integration with t…
-
Calculate average chat waiting timeContent Hi All, How do we calculate the chat average waiting time that is displayed in the ChatQueueWaitTime widget? We have to calculate and display in the home page on…
-
Remove automatic messageContent Hi all, I would like to know if is possible to remove the automatic message that comes out by default when I accept a chat. "Hi, mi name is . ¿How can I help you…
-
Chat Cobrowse not working properlyContent Hi, I have couple of doubts regarding the chat cobrowse: 1. According to the documentation I have activated the two widgets that is chat/chatcobrowsepremium and … -
iOS device - Chat Request form redirects to blank pageContent Only on an ios device within WeChat browser when user clicks on the chat link "https://xxxxxxxx.custhelp.com/app/chat/chat_launch" , the page re-directs to a bla… -
Design of chat_landingContent Hi all, I would like to change the design of chat_landing to this level (attached image). I would like to know if it is possible to add gifs and emojis. Thanks, …
-
chat attachmentContent Hi All, Its possible to restrict the attachment pop up in chat mobile file attachment and directly go to the gallery and choose file?? Regards, Mohan Version 3.5 -
chat attachment imageContent Hi All, Its possible to show chat attachment image in customer portal chat. Regards, Mohan Version 3.5
-
Co-browse Advanced Mode on MacsContent It appears that CoBrowse Advanced Mode does not work smoothly with Mac OS X. It requires Java and nowadays it's disabled by default. This impacts the customer ex… -
New Disposition does not appear in drop-down list in consoleContent I added a new disposition today. It doesn't show. Have logged out/Logged back in. Still not showing in Chat. Please Please Please tell me that there is an automa…
-
Chat window dockedContent Hi, I may have dreamt this but was there an option to have the chat window docked/hover/always-on-top? A complaint we have is that the window sometimes gets hidd…
-
setting product in URLContent Can I use URL https://supportcenter.ieee.org/app/chat/chat_launch/p/1757 and then have a chat rule that routes the chat to a chat queue based on that product #17… -
How can I show a survey link if ConditionalChatLink syndicated widget shows the label: "We're sorry,Content Hi In ConditionalChatLink syndicated widget, when we are out of business hours or no agents are connected, I want to show a survey to customers. I was thinking t…
-
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
-
Co-browse examples on external siteContent Are there any good examples of co-browse out there on the web (non *custhelp.com)? We wanted to preview what it might look like.
-
What data is embedded in chat_data parameter passed to chats and risk of removing itContent I'm trying to use some functionality I've developed that is being impeded by the fact that conditional chat link is passing a chat_data parameter to chat, and th…
-
Proactive pops up when conditional chat is ongoing/active.Content I have configured both syndicated conditional and proactive chat on my page using Engagement Engine. My configuration is in such a way that conditional chat stay…
-
Remove 'Full Control' option from Co-browseContent I'm posting this for some clarity. This answer: https://cx.rightnow.com/app/answers/detail/a_id/8418/ - says that Oracle Consulting Services can disable this opt… -
Proactive Chat uploading images and configuring offerContent Can someone tell me how to upload an image for proactive chat offers in the Engagement Engine via the Oracle Service Cloud. I am not able to see this in the help…
-
Use static chat link or SCCL through EEContent Just want to know how chat placements through EE SCCL (syndicated conditional chat link).is different from a static chat link, if we are passing the same attribu…
-
Researching a way for Manager to Change Chatter's StatusContent Hello all - I am researching something for our chat and I was curious if there was a way for a manager to push or force a chatter to accept a chat? Example: A ch…User_2025-02-01-08-18-48-897 14 views 1 comment 0 points Most recent by User_2025-02-03-22-23-59-814
-
Performance issue using engagement engine for chatContent We are using conditional chat with engagement engine and enabled rules to display only on certain external urls. We are seeing times of 2 secs for agtvs services…