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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How to prevent missing an incoming chatContent Hi, Below is the requirement by one of our agents: "There are instances of Agents missing incoming Chats because the notification blinking is not disruptive enou… -
Chat form fieldsContent Hi, a customer only wants to include an optional first name field on the chat launch form. After reading documentation/some community threads I assume: 1) If you… -
Engagement Engine Proactive Chat widget "Question Label", "Accept button", and "Reject Button" text.Content Hi, We are implementing proactive widget for 13 different languages through EE. Within the EE we are setting the "Question Label", "Accept button", and "Reject B…
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unable to start cobrowse sessionContent We're trialling basic cobrowse capability during a chat session within CP. I have followed the user guide to create workspace and placed the cobrowse premium wei… -
Appending Chat Question in TranscriptContent Hi All, In the "chat launch" page, I have included "Question" field (which is actually incident.subject field). So the end user has to also enter the "Question" …
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Can we add a feature to an unsupported version of Service cloudContent I am on an old version of the Service cloud (Aug 2014), which is now out of support. We are not scheduled to upgrade this for a while (4-6 months), due to enviro…User_2025-02-03-22-31-45-990 5 views 2 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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Where to get the Widget ID for PAC within CP?Content Someone asked a similar question before but the answer was more for SPAC. I'm trying to figure out how to get Proactive Chat happening with the Engagement Engine…
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Engagement Engine not setting a custom select list Field value in the chat formContent Hi, We have a requirement to capture a js variable value from the source page through EE and set the select list field in the Chat Form with that value. E.g. On …
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Chat Availability in Testing EnvironmentContent Hi All, I am working on some changes in Chat page in Testing Environment. So I want to make the chat pages in TEST environment available all time (i.e 24/7 ). Pl…User_2025-02-03-19-28-13-393 3 views 2 comments 0 points Most recent by User_2025-02-03-19-28-13-393
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Putting chat link on non-CP pageContent Hi, I have a customer that wants to put a chat link into a non CP page. For that, is necessary the syndicated widget chat. For doing that...is it always necessar…
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Post chat Third-Party pop-up surveyContent Hi, We are using proactive chat on our corporate website .When the customer accepts , they would need to fill First Name, Last Name and Email Address to launch t… -
Chat Font Color ChangeContent Is it possible to change the font color of the Chat Landing Page chat transcript area? OOTB all chats are black but need to have the End User chats to be in Blac…
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Conditional Link and co-browsingContent Hi All, Whether co-browsing works with conditional chat link? Agent can Interact with callers directly on the website by pushing links and documents, or viewing …
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Custom chat queue as default chat queueContent Hi All, Can I use custom chat queue in place of default chat queue without using any rule. I used rule to route the chat request to custom chat queue but is ther…
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Priority Chat for VIP CustomersContent Hi, What do you think is the best approach in offering VIP customers priority chat? Thanks in advance! Version OSvC May 2016 -
Private Note Email IssueContent When our agents are adding private notes email type when they send the contact is getting an email also the Incident Unresolved message template. This email to t…
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Prohibit Chat Transfers to Some (Not All) GroupsContent I am looking for a way to prevent a group of agents from transferring chats to another group, but they still need to be able to transfer to some other groups. I …
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Cobrowse Premium widget in an external pageContent Hi, I have placed the launcher.js script which i received from Livelook on an html page.I am getting a message "Service is temporarily unavailable".Any help is a…
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Cannot pick up chat requestContent In the system it is configured using pull method. And from the realtime chat report, the agent and chat are in the same queue. However, I cannot get the pop-up o…
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Max wait time in ChatContent Hi All, I am trying to achieve this requirement - If a Customer waits in queue for more than 15 seconds and if none of the Agent is connected, then they must be …User_2025-01-30-19-06-33-073 52 views 2 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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Send email to contact when incident is assignedContent Hello dears, We have the following situation: we want to send an email to the incident contact when the incident is assigned to a staff member. Since there is no… -
Incoming chat assignment control reportsContent We are looking to set the maximum number of chat sessions an agent can take to 2. However, we had previously checked off the setting in the profile that has allo…
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When a customer terminates the chat the agent console gives the errorContent When a customer terminates the chat. The agent console gives the error (attached as well). Cannot release lock without holding a lock. On the error screen, after…
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Rule Text and ChatContent It appears as though the then action "Add Standard Text to a thread" cannot be used in a chat workspace. Does anyone have any ideas for another way to automatica…
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Chat stats only go back to Feb. 1stContent Hi, We've had chat since Sept. 2015. I run the Chat Summary report (or All Chats report) by Year/Month, and now stats for chats only going back to Feb. 2016 are …User_2025-02-03-18-13-52-763 24 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Count of Chat Disconnection Message in a Chat SessionContent Hi All, Is there is any report which shows the chat disconnection message? I would like to understand how many times this happens for each chat. Version 3.0
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Synidated Condition Chat Link to appear in translated text via Engagement EngineContent We are implementing our Syndicated Conditional Chat Link via Engagement Engine in 13 different Languages. I have setup a single rule in EE for the SCCL and set a…
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Block specific chat queue from receiving inbound transfersContent Here's a good one... we've got multiple unconnected business units all using chat and we need a way to prevent chats from chat queue A from being transferred to …
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The syndicated Conditional Chat link doesn’t appear if the chat form is opened consecutively more t.Content The syndicated Conditional Chat link doesn’t appear if the chat form is opened consecutively more that 4-5 times. We are using Engagement Engine to render the sy…
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Engagement Engine PagePeek/View HistoryContent I've followed the following guide to enable page peek and visitor browser history https://cx.rightnow.com/ci/fattach/get/983679/0/filename/Oracle+Service+Cloud_Q…