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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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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 -
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 23 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… -
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 27 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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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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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 …
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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…
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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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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… -
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 18 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 57 views 1 comment 0 points Most recent by User_2025-02-03-16-19-22-504