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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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 … -
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 24 views 2 comments 0 points Most recent by User_2025-01-31-22-56-08-446 -
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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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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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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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 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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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… -
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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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… -
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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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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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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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 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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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 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
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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.…User_2025-02-03-20-38-38-926 26 views 8 comments 0 points Most recent by User_2025-02-03-20-38-38-926
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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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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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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… -
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 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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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 …User_2025-02-03-17-10-31-335 29 views 2 comments 0 points Most recent by User_2025-02-03-17-10-31-335
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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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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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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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Chat sound / notification set at profile levelContent Is there a way to change/set the default Application Options at the "Profile" level? Specifically I'd like to change the default Communication Center option to "…
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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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Advanced Chat Routing Setup QuestionContent We are looking into Advanced Routing right now. Can you tell me if it will allow us to limit chats like this example: The skill sets are A, B, and C. Can we set …