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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Discussion List
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Advance routing setup using account product/language skillContent We are using Product and Language skill ONLY at the account level. And our understanding on OSvC for Advanced Routing setup is that, we need to score (any value … -
How to disable only one Chat Queue within the same interface?Content I have 3 Chat service queues: A, B, C and the attendance schedules for all are the same, but they are different operations, all within the same interface. I woul… -
Engagement Engine With Separate Proactive Chat and Reactive Chat QueuesContent I am trying to setup the engagement engine to route proactive chat to a different queue than the reactive chat users. I also do not want the proactive chat popup…
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Blocking People on OSCContent Hi, Is there an ability for a Sales Chat Agent to block a Chat Customer from requesting to Chat in the Service Cloud Chat Agent Console? Like the ability to “Bla…
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Emailing a Co-browse LinkContent We are working on implementing Co-browse and have not been able to find any real documentation stating whether or not it is possible to email a link to a custome… -
Send incident receipt mail during chatContent Hi All, While chat with the customer, is it possible to send the incident receipt mail? I have checked via channel as chat ,I could n't get the incident receipt …User_2025-02-03-18-29-17-316 16 views 3 comments 0 points Most recent by User_2025-02-01-08-53-36-401
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How to align chat text bubble?Content I want to know if it is possible to align the text on the chat like whatsapp does. When the text be written by the agent it appears on the left and when the text…User_2025-02-03-19-47-10-127 25 views 4 comments 0 points Most recent by User_2025-02-03-20-10-42-447
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Chat Sessions get DisconnectedContent Hi, We're having a problem around 1/6th of the time when we're using chat. We have a few agents being able to have a few sessions open up at a time to a possible… -
Chat monitor in real time?Content Hi guys, In an escenario, we have 2 profiles: ChatSupervisor & ChatAgent. The Supervisor is worried about the brand-speech and how the Agents are addressing the …
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Chat Business Rule Is Not Getting Triggered from Chat PageContent Hello All, I have a custom chat page where I collect the Customer Information and set the product Working fine, Then I append all the information again in a URL …
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Standard text in Chat - html present when insertedContent I have standard text for chat, however when this is inserted into the chat send box, this contains some basic html. When I hit send this does disappear, however …
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Enable zoom on the chat transcript.Content Does anyone have a suggestion about how I can enable "zoom' in the "Chat Transcript" workspace. As you can see in the attached image the zoom function is grey an…User_2025-02-03-20-29-17-872 23 views 4 comments 0 points Most recent by User_2025-02-03-20-29-17-872
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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…
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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…User_2025-02-03-20-29-17-872 44 views 6 comments 1 point Most recent by User_2025-02-03-20-29-17-872
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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…User_2025-01-28-22-12-47-609 15 views 24 comments 0 points Most recent by User_2025-01-28-22-12-47-609
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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 …User_2025-02-03-22-15-14-082 23 views 2 comments 0 points Most recent by User_2025-01-31-22-56-08-446
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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 …User_2025-02-03-19-14-07-275 22 views 3 comments 0 points Most recent by User_2025-02-03-22-20-20-973
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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…
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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…
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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…User_2025-02-03-22-15-14-082 25 views 2 comments 0 points Most recent by User_2025-02-03-22-15-14-082