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 Rule error for Syndicated Proactive ChatContent Hi Community, I am using November 14 and unable to configure the Engagement Engine to launch a Syndicated Proactive Chat (SPAC): Each time I configure my EE Rule… -
Syndicated Chat Agent availability issue.Content Hi All, We have a scenario where we have 2 queues. First queues chat comes from CP page. Second queues chat comes from syndicated chat. And we want the queues to… -
Showing Chat pop-up when agent minimizes AD after chat session establishedContent We have a requirement to show a chat pop-up alert when an agent has minimized Agent Desktop after chat session has been established. This is similar to the initi…
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Customers can initiate chat, but I can't accept the chat or read repliesContent I'm attempting to set up chat. Some features are working - the bar in the top right lets me log in and out, and I get a pop-up asking if I want to accept and inc…
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Tell the client when there is no agent available on the chat cueContent Is there a way to change the chat waiting message to tell the client when there is no agent available on the chat cue to answer him? I would like to show the cal… -
Chat termination event- Disconnected by agent or user?Content Hi, The transcript in the incident shows entry '01:46:40 PM] 'Rahul Yadav' disconnected ('Concluded by Agent').' Chat events table shows entry End-User Disconnec… -
Cannot connect integrated Co-browse - Invalid Agent LoginContent /Cobrowsepremium is setup in chat and in standard.php I have looked over the message boards, but have not found this. I am attaching screenshots for reference. A…
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How to change the chat link URL on the Customer Portal page?Content Can the target URL on the customer portal be changed? I want to send chat requests to an intermediate page so the chat group/category will show availability stat…
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Refuse ChatContent Hi all! I need always that a customer is waiting for a chat the option "refuse" not apeer to operator. In attachment a screenshot. Thanks! -
Standard text hot key does not workContent when I chat with customer, I want to insert the standard text while I press F8 but nothing happens what is the reason? Thanks -
Supervisor Monitor Chat - Join button not available.Content Hi, Supervisor can view the Ongoing Chat in the Supervisor Dashboard and clicking on that Chat opens up the Transcript. How can the supervisor monitor and then J…
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Engagement Engine > Syndicated Proactive Chat look and feelContent Hi all, We are looking into implementing Engagement Engine using Syndicated Proactive Chat. I seem to not be able to locate where I can make look and feel change…
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Transfer Chat does not change the Incident Assignment to transfered AgentContent Hi Jessica, We were trying the Transfer Chat option. Agent 1 transferred Chat to Agent 2. From Agent1's console, the Chat workspace disappeared and Agent2 was ab…
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Pop a chat survey in the chat window, and ensure it is tied to the contact record.Content I'm trying to verify if it is possible to have a transactional survey pop up in the chat window after the chat session? I need to make sure the survey is tied ba… -
Video Chat - Browser CompatibilityContent Need some help from service cloud experts on this forum. We are trying to test Video Chat by using an an opensource WebRTC framework. However when trying to laun…
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Syndicated Proactive Chat not working in External pages.Content Hi All, I have been trying to implement Syndicated Proactive widget in an external page. A simple hello world is displaying through EE but just the Proactive wid…
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When 2 Chats Are In Progress, Chat 1 Terminate Button is Greyed OutContent We are seeing an issue with agents who take 2 chats at a time. If the chat in tab 1 is finished before tab 2, the terminate button is greyed out and the agent is… -
Automatically terminate a chat after wrap up session.Content I've found that there is an issue with the way the enhanced console deals with the wrap up>terminate chat/incident process. This allows agents to abuse wrap up t…
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Chat Screen QuestionContent Just wondering if anyone can give me some idea how to edit the chat screen show attached so that engagement and incidents are tabbed and not displayed vertically…
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Is there a hot key combination to 'Send' the message in the chat Compose text box?Content We've got reps who go into Wrap and then get a message prompting them that they are sending a message "You have indicated that you want to send a response, but d… -
Co-browse Best PracticesContent Please download this white paper about best practices related to Oracle Co-browse, including guidance around planning, deployment, agent training and measuring s… -
EE Rules Not WorkingContent We are using the Engagement Engine to place a chat icon for the Syndicated Conditional Chat widget using CSS. This works except for our Contact Us page where we … -
Routing chats based on the # Xs the contact has contacted usContent Hi, Our business is looking at how we can route a chat to a designated queue (not the default queue) based on how many times that customer has contacted us withi… -
Handle Chat OverflowContent Hi, Could someone help me with Chat Overflow scenario. Case 1: When All Agents are busy, the new Chat request should be placed in an Overflow queue. How can this…
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Advanced Routing - ChatContent We have implemented advanced routing in Chat using the answer https://cx.rightnow.com/app/answers/detail/a_id/7826. However the advanced routing behaviour is err…
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Amend the layout of Insert Answer from Smart Assistant in ConsoleContent We are using Smart assistant in the console during Chat sessions. We have Answers setup and ready to be used. When you go to insert an answer the text that is po… -
Chat link inactive on Customer Portal menuContent Hi, I added a new menu item in customer portal for 'Chat', using guidelines provided. * in /dav/cp/customer/development/views/templates/standard.php But when th…
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2 Chats, 2 Opening hours, 1 Interface,Content I have a customer who is using the chat widget (I believe it is the proactive syndication) this links to the main group of users with a fixed opening time (say f… -
Customizing Chat GreetingContent Hi Everyone, I am attempting to customize our Chat Greeting to include the text that the customer types in on the Launch URL. At this time, fills in our agent's… -
Any way to remove any customer from chat queue in live chat?Content Is there any way that an agent can remove customers from the chat queue if there are several customers in chat queue and an agent is already talking to a custome…