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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Multiple key strokes in co-browseContent Hello I was working on a customer's pc yesterday and had taken control of his device, I was attempting to correct a profile issue and had to enter some user deta… -
How can I get co-browse stats for co-browse sessions via phoneContent I've found documentation online stating that co-browse reporting is available for phone and chat via the Agent console if Chat is enabled. However, the reports o… -
Chat is not visible on Customer PortalContent Hi everyone, When I log in in Right Now in a account that has the permissions for the chat, I am not able to see in the Customer Portal that there is someone ava… -
Restrict Agent to view their own chat/incident details with usersContent Hi All, We do not want to share the agent chat/user transcripts & incidents with other agents. What is best possible solution for it? Options: For agents, allow …
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Using Rules to Define Product/Category Used for Advanced Chat RoutingContent We are looking into implementing Advanced Chat Routing, but we don't use the Product and Category fields on our support site. Can I use rules to set product and …
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One co-browse and multiple env/interfacesContent Hi All, I have got one co-browse instance and multiple environments(Test/Dev/prod) and multiple interfaces. How one co-browse will handle all communication and h…
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Spell Check on Chat - what language?Content Hi, Can someone say from where Oracle is taking the language when doing a spell check on the chat workspace? Some agents are complaining that when sitting on dif…
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Sending attachment to Chat customersContent I know that attachments for chat are only supported incoming. So currently if we are engaged in a live chat and the agent needs to send an attachment to the cust… -
Chat Landing - Append Question labelContent Hi, I'd like to append the question shown on the chat landing page. Currently the question is set to "Type your message here, then click Send or press . I've sea… -
Chat control addinContent Hi all, I am trying to create a Addin that control login, logout, agent status of RightNow live chat, Is Third Party Queue Toolbar Add-In API is the only way to …
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Search and set the incident custom country field within the Chat Launch FormContent I have a chat launch page with a country field hidden. This Country field is setup as custom Incident field which has the country values. Now, based on the users…
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Co-browse TrueView FeatureContent With the upcoming May 2015 release, co-browse users on V4 (November 2014 or later) will see a new feature called TrueView within the Agent Console. Check out thi… -
Unauthorized client error in chat windowContent Hi, Hoping someone can assist or explain what is happening here. We have our environment locked down by IP so only approved addresses can load and access the Age… -
Ways to disable Chat for customersContent Is there a way to disable the chat for the customers other than the Chat Hours setup. We dont want to go to chat hours screen setup everytime when we dont want o…
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Controlling the staff account display name in chat windowContent Hi All, Is it possible to change the display name of the staff account while engaging with the customer. For example if the display name is "Michel scofield" whi… -
Chat queue management by 3rd party -ININContent Hello Currently we have Service cloud for incident management and integrted with ININ (Genesys) software for CTI. Customer wants to use the same agents that supp… -
IP Address based chat routing?Content Is it possible to route chats based on IP address of the customer. For e.g. if customer's IP address is from US, is it possible to route the chat to Agents suppo…
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co-browse in different langaugeContent Hi All, I am hosting Oracle Co-browse on external site. I got the script to enable the pop-up for co-browse While configuring co-browse, I can see that it is ava…
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Co-browse functionality without pop-up on external siteContent Hi All, We do not want to show the co-browse default popup to user on every page but want to have complete co-browse functionality when agent invite screen shari…
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Co-browse launch scriptContent Hi All, From where I can gt the launch script of co-browse on livelook site. I can see the configuration but not the launch script. with regards Sachin
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is that possible to change default behavior for contact creationContent i have first name and last name on my chat launch form, I initiated couple of chats without email address and every time chats created under anonymous@anonymous.… -
Cobrowse-Password informationContent Hi All, While doing the co-browse session with customer,some fields has to be invisible to the agents for eg., Password,Credit card number etc., Is it possible t…
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Co-browse control inactiveContent hello In my environemnt the co-browse works well working on incidents in the chat ribbon the control co-browse is present but remain inactive. Any idea? thank yo…
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How do you change the text in activate Advance co browsing pop up?Content Hello How do you alter the pop up that the customer sees when you attempt to activate Advanced browsing in co-browse? Thank you Version co-browse
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Force log off an Account after 12 hoursContent Hi, Is there a way we can implement an automated process to force log off an Account on Service Cloud Chat that has been on for more than 12 hours and not in the…
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How to reopen the chat syndicate widget window ?Content We have implemented the chat syndicate widget on our web site. We can create new chat. However, when customer click on a link in the web site and the URL of our …
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Hyperlinks in the chatContent Hi , When I send a link to the chat landing page on the portal as a customer, I do not receive the link on the chat workspace as an agent. Rather I get the link …
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Chat Not initiating at all after doing the configurationsContent Hello , My chat configuration is not working at all, any help will be appreciated.Below is what I have done after which I tried to launch the chat from new brows…
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Integrated Co-browse on external website (not CP)Content Hi there, Could anyone be kind enough guide me on integrated co-browse (in OSC) on external website (Not CP)? I've gone through both the OSC online help and the …
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2 Types of Chat and 2 Chat HoursContent We currently have reactive chat in production 24/7 and we will soon launch proactive chat, however the hours for proactive will be 9am-9pm. Is it possible to con…