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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Sneek PeekContent In Instant Service we were able to see what the customer was typing even before they sent it into the chat. This feature was extremely helpful. We had to migrate… -
Help!! Cobrowse function do not work.Content Hi All! The co-browse function do not work in our agent desktop. When the agent click in the cobrowse tab, it shows a message like 'the customer environment do n…
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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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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…
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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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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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How a contact record is created when chat is initiated ?Content Hello All, I would like to know how a contact record is created when chat is initiated from chat launch page ? I will be really helpful if anyone gives a picture… -
Is Engagement Engine Necessary for Pro-Active Chat WidgetContent Hello, Is it necessary to use Engagement Engine to deploy the syndicated Pro-Active Chat (SPAC) on non-CP sites? i.e. can the SPAC widget be deployed independent…User_2025-02-03-16-56-50-120 39 views 3 comments 0 points Most recent by User_2025-02-03-16-56-50-120
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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… -
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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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 30 views 1 comment 0 points Most recent by User_2025-02-03-16-56-54-367
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How to enable ProActive Chat?Content How to enable ProActive Chat in RightNow console? How do I go online in proactive chat? Is it different from going online on Conditional Chat? I have conditional…
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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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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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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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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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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 - 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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Proactive Chat not Starting Chat SessionContent Hi everyone, I'm trying to open a Proactive Chat session from an external website, I am at the point where the I can click on the 'yes' button to start a chat se…
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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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Syndicated Widget using Engagement Engine Not working in Internet ExplorerContent Hi All, I was successfully able to invoke Syndicated Proactive chat widget using Engagement Engine on Mozilla Firefox and Google Chrome Browser. It is not workin… -
Unable to transfer chat in own groupContent Hi, We've recently started using Oracle for web chat and have come across a major issue- our users cannot transfer a chat within their own profile group. Basical…
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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…User_2025-02-01-08-30-02-803 56 views 4 comments 0 points Most recent by User_2025-02-01-08-30-02-803
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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… -
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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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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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… -
Cobrowse via mobile?Content Does anyone know how well Cobrowse works with mobile? We're not using Cobrowse but have a use case. The majority of our customers will be on their phone so the t…