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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PTA redirection not going to Chat Landing Page (SCCL)Content I'm now successfully logging in with PTA, however I'm not getting redirected directly to the chat landing page. Here is what is happening. I'm setting the chat_l… -
Send Receipt Email (or another Template) to more email addressesContent Hi, We have one escenario where customers can create incidents via techmail. And they can CC other email addresses. We have a PHP Custom Process that stores in a…
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Chat Conference Pop-upContent Hi, Our client would like to have the ability to change the chat conference pop-up so that the option to decline is not available to agents and they have to acce…
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What Method Is Used To Allocate Incoming Chat Requests?Content We are in the final stages of our implementation of Chat standalone using Oracle Service Cloud May 2015 and I cannot find any information about how incoming chat…
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Transfer chat- transcript from previous agent not viewableContent When our agents transfer a chat to another agent, the chat transcript from the previous agent does not populate in the chat transcript control area. Is there a w…
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Is there a way to block a chat via the IP address?Content Periodically we get people bombarding our Chat agents with inane comments preventing us from answering chats from customers who have valid reasons for contacting…
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Proactive Chat without customer accepting it?Content Hi, do you know if it is possible to use the syndicated proactive chat widget in a way (or to manipulate it in a way) that upon triggering the rules (we are usin…
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Any suggestions for testing Chat integration with a new site?Content Hello, I have not found any information in the forum or elsewhere on how to perform some integration testing with RightNow. I am trying to do some ad hoc testing…
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Engagement Engine - rules > conditionsContent Hi all, Does anyone know if it is possible to use logical expressions within EE rule conditions similar to how Rightnow rules are setup? Specifically, I'd like t…
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How to delay the conditional syndicated chat link?Content We would like to delay the appearance of online agent link by 60seconds. We are using syndicated conditional chat - how to do that?
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Proactive Chat Vs Conditional Chat?Content What are the main differences between proactive chat and conditional chat? Feature - wise - both offers same stuff? any difference in features?
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Engagement Engine > Any good resources?Content Hi all, Does anyone know a good resource..or any resource at all regarding Oracle's Engagement Engine? The documentation is very lacking to say the least on eith…
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How does SSO work if we copy and paste the Chat widget in the non-oracle RNT customer portalContent Hi, How does SSO work if we copy and paste the Chat widget in the non-oracle RNT customer portal? Is it similar to PTA string which has encrypted username and pa…
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Customising the CHAT_GREETING_MSG messageContent Hi! I'd like to change our current welcome message ("Hi, my name is . How may I help you?") to display the agent first name as defined by the staff account panel… -
Capping chat queue numbers based on time of dayContent Hi - does anyone know if it is possible to define the number of chats we would allow to queue by time of day, so as when agent numbers drop off towards the end o…
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Incident Interface from ChatContent Wondered if anyone could help me with an issue as I'm at my wits end trying to fix it. I've recently tried changing the settings on the way our chats are handled… -
Chat Transfer to an Agent GroupingContent Currently, when you select Transfer while in a chat, and use the Transfer to and Agent options selected, you see the agents by Account Groups. Is there anyway to… -
Send chat transcript to end-user. SharePoint chat launchContent Hi everyone, We currently use chat only as a type of "help desk", and only internally between our customer service representatives and our more experienced agent…
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Assign a chat to particular agent when chat is initiatedContent I want assign a chat to list of agents only when contact initiate a chat . I have tried to update "chats.acct_id" in the chat_launch page, but this object is not… -
Syndicated chat widget breaks the searchContent So, I have search on my page like this: If I place chat syndicated widget, I have to add this JS reference in the page:
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Where is tab / browser close event is coming from in chat landing page?Content Where is tab / browser close event is coming from in chat landing page? When I go to /chat/chat_landing and try to close the tab or browser window. I get a messa…
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Chat Session Timeout for idle customerContent What is the default chat session timeout if a customer does not respond? How can we set a custom timeout and timeout message in case a customer does not respond?
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Chat InactivityContent Hi Everyone, I'm trying to set the time in which the chat is disconnected if the customer has a time of inactivity, for example, 10 minutes. I tried this changin…
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How to trigger button click in a widget?Content I have a custom ConditionalChatLink widget and I have placed a button in "availableImmediatelyMessage.ejs" as I would like to display this button when agents are…
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email and name send with ProactiveChatContent Hi I want to send email, firstname and lastname with proactive chat and I want to fill chat_launch field also ı want to add new field chat_launch ex phone addres…
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Smart Assistance on ChatContent Does anyone know or have managed to get smart assistance to work on a textbox field on a chat page? /app/chat_launch - We have a subject field (textbox) and idea…
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Allow customers to initiate a chat when no agents are availableContent On our customer portal when there are no agents free to chat, the customer is able to initiate a chat with a wait message. How do I enable this same behavior on …
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Custom message in ChatContent Hi all! I need put the number to incident when the chat is opened to Customer. Data Messages: key -> CHAT_GREETING_MSG. Default text: Hy, my name is . Can I help… -
Chat - Welcome message - VariableContent Hi I have a customer who asks me to change the welcome message from the chat (standard text CHAT_GREETING_MSG), and this standard text contains a variable . Do y… -
Syndicated widgets/ConditionalChatLinkContent Hi, The below URL is used to configure the Syndicated ConditionalChatLink widget for RightNow chat in external pages. https:///ci/tags/syndicated_widgets/standar…