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_GREETING_MSGContent I was changing the message bases[CHAT_GREETING_MSG] text FROM Hi,My name is .How may i help you? TO Hi,customer name.Thank you for contacting how may i help you?… -
What is wait_threshold and how it works with min_agents_avail in Proactive ChatContent Hello, I was assuming that wait_threshold is the number of seconds, that one can wait in a queue after he will be disconnected, But in documetation there is also… -
Change the color of chat transcript in Agent chat work spaceContent Hi All, Is it possible to change the color of chat transcript. That is something like agent message in blue color and customer message in grey color in chat work…
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Adding Chat enduser browser info to incidentsContent We are looking into adding the Chat enduser IP, bowser and OS to the incidents when created. Has anyone been able to do this? Thanks
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Based on Customer IP location should not display Syndicate conditional chatContent Hi All, We have a requirement not to display the Syndicate conditional chat when the customer belongs to some country.I have configured Engagement engine rule no…
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Connect a live chat from my website to RightNowContent Hi, Everyone. How Can I connect a live chat from the url of my website to RightNow? If a person needs a live chat on my website, I want to respond from RightNow …
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Hiding the co-browse link in chat landing pageContent Hi, I'm using premium cobrowse and utilis widget that i have place in chat landing page. i have requirement to display the cobrowse only when the agent starts th…
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emailing chat transcript after survey submissionContent I Have a requirement emailing chat transcript to the end customer after survey submission, based on the survey question [i.e if customer selects "would you like …
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Proactive chat stops to launch when product property is specified.Content Hello, I'd like to route the chat queue by product, so I have inserted product property to RightNow.Client.Controller.addComponent invocation. Business rule is w…User_2025-02-03-19-54-25-485 12 views 2 comments 0 points Most recent by User_2025-02-03-19-54-25-485
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customize syndicate chat link as chat button in Engagement Engine ruleContent HI All, Is it possible to display the syndicate conditional chat link as chat button through Engagement engine rule. Appreciate the response Version v3
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Agent Status Summary by IntervalContent I am trying to figure out if a modification is possible for the OOTB Chat Agent Status Summary report so that it will include all agents that are logged in durin…User_2025-02-03-22-12-27-452 27 views 2 comments 0 points Most recent by User_2025-02-03-22-12-27-452
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Customised Chat Intro Message by AccountContent Hi, I wondered if anyone had any idea how to customise the chat intro message on an account specific basis. The current intro: "Hi, my name is Matt, how can I he…
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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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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 …
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Mobile App SDK for adding chat to Native Mobile AppContent Looking for mobile app SDK so that we can offer live mobile chat within the mobile optimized experience. Thank you, Cameron
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Incident is getting saved before wrap upContent When closing a Chat and the incident gets created it is saving the incident and sending out the response of closed before the agents start their wrap up. Because…
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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…
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Chat link is Not displayedContent Hi, we have requirement to display the syndicate conditional chat for 500 urls. so i have created a EE rule to display the chat for the particular URL. The EE pa…
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Chat unavailable when chat queue is fullContent Morning all. We're facing an issue whereby our chat widget states web chat is unavailable when our chat queue is full. We currently have a setup where a single a…
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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 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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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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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
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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…