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 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… -
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… -
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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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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Use emoticons in Live Chat?Content I have a request from our Live Chat team to include emoticons in their chat conversations. Is anyone using emoticons in chat and if so, how? Version November 201…
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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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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… -
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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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… -
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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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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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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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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Chat and Responsive Web DesignContent Has anyone worked with Oracle Chat enough and developed a way for it to work within a RWD design? We are looking to see if any one has developed or done anything… -
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… -
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…User_2025-02-03-20-01-41-735 18 views 2 comments 0 points Most recent by User_2025-02-03-20-01-41-735
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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 …User_2025-02-01-08-41-00-820 12 views 4 comments 0 points Most recent by User_2025-02-01-08-41-00-820
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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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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…User_2025-02-03-19-24-48-785 23 views 2 comments 0 points Most recent by User_2025-02-03-19-24-48-785
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Standard Text HTML linksContent Hi, I've tried to use Standard Text rendering as HTML to provide users with links, however, it seems whenever you create Standard Text with an HTML link in the l…
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Skill based chat routing - Advanced RoutingContent We are trying to implement Advanced routing for Chat in our Service cloud instance. Oracle has confirmed that they have enabled Smart Interaction Hub (SIH) for o…
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Do you have Email as a required field for chat launch form?Content We've currently got Email as a required field on the chat launch form. We are considering making it not required or even eliminating it because we feel it might …
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Response Alert to Customer During ChatContent I have used other online chat programs where the browser icon in the taskbar of the customer's computer flash when an agent responds to the customer so the custo… -
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… -
Temporarily switch on/off Chat from PortalContent Is there any way that we can switch on/off the chat function from our portal temporarily. I know you can specify chat hours for each interface. But is there a wa…User_2025-02-03-18-57-52-212 29 views 6 comments 0 points Most recent by User_2025-02-03-20-10-42-447
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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…