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.
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Communication Channels
Discussion List
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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… -
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… -
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?
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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…
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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…User_2025-02-03-19-24-48-785 12 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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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…User_2025-02-03-22-27-06-740 28 views 2 comments 0 points Most recent by User_2025-02-03-22-27-06-740
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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…User_2025-02-03-19-17-08-065 28 views 2 comments 0 points Most recent by User_2025-02-03-19-17-08-065
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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!
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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
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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…User_2025-02-03-17-53-38-328 29 views 1 comment 0 points Most recent by User_2025-02-03-16-56-54-367
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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…
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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…User_2025-02-03-19-24-48-785 44 views 2 comments 0 points Most recent by User_2025-02-03-19-24-48-785
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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…
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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…
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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…