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For more information, please refer to this announcement explaining best practices for getting answers to questions.
Communication Channels
Discussion List
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Modifying the Appearance of a Private Message in ChatContent Can the appearance of a Private Message in a chat session be modified to make it stand out more so that the Agent does not mistake the private message as a comme… -
Skill based routing - Chat not getting assigned to Agents.Content Hi, We have Skill Based Routing enabled in our site. The configuration is complete 1. Advanced Queues 2. Profile with Advanced Queue selected 3. Skill score on p…
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Sending an email to an email address from a custom objectContent We have a requirement to send an email to a person that is not in the standard Contact object. Is it possible to leverage Oracle Service Cloud's built-in emailin… -
Chat transfer causing desktop stallContent We are currently allowing our agents to transfer chat sessions to other agents. But when we transfer the chat the whole desktop work space freezes until the chat… -
Engagement Engine - Syndicated ProActive Chat - Agent Availability with Specific ProfilesContent Hello, I'm looking for a solution to present Syndicated Proactive chats to the customer through Engagement Engine only if there are agents available with a speci…
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Different Language Interface for ChatContent Hi All, I have a requirement to provide different language interface for different user. I have few queries 1) Do I need to install 2 different Oracle Admin Inte…
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Anyone using Chat internally?Content Hi I'm looking for anyone who might be using OSC Chat internally. We’re proposing to create something call Ask An Expert, based on on OSC chat. i.e. Retail agent… -
Option of Survey after ChatContent Hi All, After giving user an option to use syndicate conditional chat, I want to give an option to provide a survey on the chat with Agent. Can anybody provide m…
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White-listing of file type in chat attachmentContent Hi All, I want to white-list a specific file type for the chat users in RightNow. Can somebody please provide the link or thread which explains the steps of doin…
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Is it possible to remove 'Full Control' from the Co-Browse 'state' options?Content We want to use Co-Browse, but limit the agent to View or View and Point. Is this possible?
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Co-Browse launched but not startingContent Hello everyone, We are currently trying to use the Co-Browsing built-in feature but it's not working. The issue behaviour is as follow: * We send a Co-Browse req…
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Transfer - Does not carry over the Workspace field values to transferred agents.Content Hi, On the Chat workspace, we have exposed two Custom Incident fields [Categories & Sentiment]. These fields are required fields and before Transfer, it prompts …
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proactively chatting with a specific customer.Content My customer previously used Live Person for "proactive" chat on their external websites. They miss the ability to see parameters about specific end users visitin…
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Launch chat outside of a pop upContent Hi guys, Pretty sure this is a no, but can't find anything that states - can you amend the chat_launch page so that the chat launches directly in this instead of… -
Engagement Engine - To capture the Web Page TitleContent Requirement : I need to capture the Web Page Title through Engagement Engine. I have setup a Rule within the Engagement Engine Editor to Populate the Custom Data…
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Chat workspace does not show the Contact FieldsContent Hi, Issue: Contact fields do not show up for an Ongoing Chat session on Chat Workspace. We have customized the Chat workspace as shown in the image [attached] 1.…
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install Oracle Service Cloud only available on IE browserContent Hi, Install Oracle Service Cloud button is available only on IE browser. On FF and Chrome, its greyed out with the below text. Internet Explorer or Microsoft Edg…
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Co Browse from Desktop Browser not allowedContent Hi, I get the below error when I try to initiate co browse in a customer chat session. The screen sharing button is also disabled. "The customers environment doe…
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Terminate or Wrap-Up PopupContent Hi, I would want to customize the Terminate or Wrapup Popup and show only Terminate button. Where can I do this ? Do you want to Terminate? Terminate button /> A…
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Adding field to Message BaseContent Hi, Message base - CHAT_GREETING_MSG - We want to edit it and include Custom message like this Welcome to Oracle Sales Chat. My name is . In case we should be di…
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How to configure a limited amount of time per chat?Content Hello All, I would like to know if there's a way to configure a maximum amount of time per chat for the agents, in order to guarantee the agent doesn´t utilize t…
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Rightnow Chat ImplementationContent Am on a new RightNow implementation project that involves chat alone, so customers can chat with agents. As a result there is no need to give customers access to…
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Any tips for mouse out coordinates?Content I've had the hardest time getting specific/exact coordinates for items on a page. Are there any tricks for measuring items on a page, or highlighting the "hot" a… -
Chat Transfer issues with Advanced RoutingContent Hi, We have the below setup 1. 13 different language interfaces 2. Advanced Routing / Queues for Chat Routing [Skill Based] 3. All Staff account scored for Produ…
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Can't route chat by productContent I am using non proactive syndicated chat and have set product to 2377. I have a chat rule if product =2377 assign to "test chat queue". I have one available agen… -
Chat Notification SoundContent Is it possible to change chat notification sound in desktop agent? Please suggest. Version May 2015
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Engagement Engine: Supports a combination of SPA and non-SPA pagesContent I've been asked this question a few times and thought this information would be useful to the Community... SPA=Single Page Application Question: If our company h… -
Visitor Browser History (VBH) on CPContent I am trying to enable VBH, can it be done using the standard CP Chat? I have EE running on my test site and the control added to the workspace. No errors, but no… -
Not Your Parents’ Skills-Based RoutingContent Customers are increasingly visiting a company’s website first when looking for support, and companies are finding innovative ways to structure an optimal web sel… -
Engagement Engine and Proactive Chat Basics: Where do I get a widget ID?Content When I'm creating a rule in Engagement Engine Editor, where do I get the widget ID it's asking for?