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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Engagement Engine vs Out of the box rule engineContent Hi All, I have used out of the box rule engine but just want to confirm that if I also use engagement engine( for proactive chat) then whether rules created in R… -
Co-browse also on external siteContent Hi All, Our chat pages are on Cloud portal and other pages on Oracle ATG. Is it possible to use co-browse on Oracle ATG as well on Oracle cloud chat pages. What …
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How to add chat details with external web formContent Hi Everyone, i have a project where client doesn't want RightNow internal survey, they have their own survey which they want to use when chat disconnect, i can a…
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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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Chatbot widget - platform using RightNow Knowledge Base AnswersContent Hello everyone and Happy New Year, I am looking for information regarding deploying chatbot applications through RightNow. Is there yet a functionality/platform …
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What is the average wait time for a chat?Content Does anyone know the acceptable wait time for a chat? Or the industry standard for chat wait time? We are a Membership based industry who work directly with memb… -
Variable Controls for Standard Texts?Content I'm wondering if there is the capability of creating variables that must be addressed before a representative can send that chat script to the customer? As an ex… -
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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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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Displaying Agent Name in Chat End SignatureContent Hi, Is there anyway to pull the chat agent name and display it in chat signature? I have tried to implement this by using Standard Text, but as the incident is n…User_2025-02-03-19-28-13-393 17 views 2 comments 0 points Most recent by User_2025-02-03-19-28-13-393
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Custom Field not recognized by Business RuleContent i have created a custom field (text field) which added on chat launch page with hidden visibility, now i would like to redirect chat to different queue on the ba…User_2025-02-03-20-38-38-926 40 views 3 comments 0 points Most recent by User_2025-02-03-20-38-38-926
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How can agent see how much chats are waiting on chat queues in the chat work space ?Content How can agent see how much chats are waiting on chat queues in the chat work space ? While an agent is working on active chat, we want him to see how much more c…User_2025-02-01-08-56-24-846 14 views 2 comments 0 points Most recent by User_2025-02-01-08-56-24-846
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Change chat greeting message in the Agent desktopContent Hi all, I would like to change chat greeting message in the agent desktop. Current message Thank you for contacting xyz chat team. My name is _______ and I am re…User_2025-02-03-16-53-11-440 56 views 1 comment 0 points Most recent by User_2025-02-03-16-19-22-504
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Can't route chat by a custom Field in Conditional ChatContent Hi All, i would like to route chat on the basis of custom field however it is not working. please see screenshots and code block and let me know what is missing …
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How to refresh workspace chat by workspace rule or by workspace add-inContent How to refresh workspace chat by workspace rule or by workspace add-in. I tried use var wchat = (IChat)_recordContext.GetWorkspaceRecord(RightNow.AddIns.Common.W…
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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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Cobrowse excecutable fileContent An .EXE file is downloaded at the customer computer every time that the agent requests a total control of the customer desktop, There is any way for that executa…User_2025-02-03-19-52-51-280 12 views 5 comments 0 points Most recent by User_2025-02-03-19-52-51-280
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Only allow a single chat from a particular queue?Content Hi, I'm looking into whether a request is possible and can't find anything through search. We have a group of advisors who handle chats from priority customers w…User_2025-02-03-16-16-36-032 25 views 3 comments 0 points Most recent by User_2025-02-03-16-16-36-032
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ConditionalChatLink LabelsContent Hi, in ConditionalChatLink widget you have this labels: label_unavailable_busy_template --->All agents are busy. label_unavailable_hours -->We're sorry, chat is … -
Live Media Bar not appearingContent Asking this question on behalf of a customer of mine, Mizuno USA. They recently got new computers and downloaded the .NET application, but suddenly their agents …
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Chat TimeoutContent Currently my team is looking for a way to have a chat timeout if there is no activity in Oracle. We are looking to find a way in the configuration settings or ot…User_2025-02-03-18-58-47-399 63 views 2 comments 0 points Most recent by User_2025-02-03-18-58-47-399
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Chat_landing pageContent Hi, I want that chat_landing page opens in the same window that chat_launch page. I know there's an attribute in ChatLaunchButton widget: open_in_new_window * Na…
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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… -
How to make the chat workspace pop to the foreground?Content I'm interested in knowing how to pop the chat workspace to the foreground in the following use case: when an Agent accepts a Chat and he has another dashboard ta…
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Route incidents to different queues based on different chat hoursContent Hi, i have 2 different set of chat hours in a day as 8:00 A.M. to 12:00 P.M. and 1:00 P.M. to 5:00 P.M if any chat comes in between 8:00 A.M. to 12:00 P.M, i wan…
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How do I add chat transcript scrolling to my chat workspace?Content My agents complain that they can't "keep their place" in the transcript while in the middle of typing a response, and the customer continues to submit dialog to …User_2025-01-28-05-44-49-224 46 views 3 comments 0 points Most recent by User_2025-01-28-05-44-49-224
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Chat Message BasesContent I can't find out when/where these related chat message bases are being used: Key Standard AWAY_LBL Away CHAT_WITH_AGENT_HDG Chat with a Support Agent HAS_GONE_AB…
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Co-browse Session TransfersContent Question: Co-browse does not have the typical chat features to transfer, monitor, conference other agents into same session, right? Answer: Co-browse does not ha… -
Co-browse Remote Control NotificationContent I had a great email exchange with one of our Community members about Oracle Co-browse this week and wanted to share a couple topics that were raised that may be …
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Agents can lower their Max Chat SessionsContent Hi all, This issue causes some controversy among our various teams as agents can control the number of Maximum Chat Sessions they handle using the Communication …