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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Chat Transcript retain policy / Chat Transcript reportContent Hi Community, Does anybody know how long the chat transcripts are retained in Oracle Service Cloud? As long as there is an active subscription? In some industrie… -
Contact Information Passed through Syndicated WidgetContent We have a syndicated widget for chat that currently is creating all incoming chats as anonymous because we don't want to ask any questions before initiating the …
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Can we use chat delay time to affect pull policy?Content The issue: During slow times, we have some chat agents who are fully allocated their allotment of chats and others who have received none. I know that chat reque… -
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…
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How to skip the Login when a Chat is triggered from an Incident (passing the i_id in the chat URL)Content Hi all, I am trying to trigger a chat associated to an incident (so that to populate the chat workspace with all the information contained in the incident worksp…User_2025-02-03-19-52-04-148 16 views 2 comments 0 points Most recent by User_2025-02-03-19-52-04-148
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Any way to make Post Chat survey open in chat window instead of new window?Content I'm using the Chat business rules to open a survey upon completion (or cancellation) of a chat. Management wants the chat to open in the same window as the chat,… -
Support for Co Browse Premium (V4) on mobile appContent Hi Friends, We have configured the Co Browse Premium (with the ICB mode) successfully on our external site. Could someone let me know on whether the Co Browse Pr…
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Engagement Engine & chat : get data at the end of the chatContent A customer asks how he can evaluate the impact of the chat on his sales process. He wants to get : - the cart amount before the chat starts - the cart amount whe…User_2025-02-03-17-05-26-569 24 views 2 comments 0 points Most recent by User_2025-02-03-17-05-26-569
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How to populate the Chat fields based on an IncidentContent Hi all, I need to populate the chat fields based on an incident. I know that I can pass the i_id to the chat_landing URL somehow and the chat will be associated …User_2025-02-03-19-52-04-148 26 views 2 comments 0 points Most recent by User_2025-02-03-19-52-04-148
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Disable Chat inside Rightnow/Customer PortalContent Hi all! I would like to disable the chat in the Rightnow, but, I don't found it in the documentation the process. I need disable fully the Chat, not just to some…
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Engagement Engine and Custom FieldsContent We are having issues getting the value of a custom field to pass to the chat launch page from an SPAC offer in Engagement Engine. We manually placed the SPAC wid…User_2025-02-03-19-30-03-557 35 views 1 comment 0 points Most recent by User_2025-02-03-19-33-30-493
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Can the font size within the Chat Transcript Control be modified?Content Users would prefer to have a larger font in the transcript they see during live chat. Is this possible? If so, how to do it?
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Can the Private Chat container be separated from the Chat "Compose" Control.Content Does the Chat Control "Compose" container have the functionality to be able to separate and display the Private Chat in a different location that directly under …
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Chat Availability on CPContent I wanted to see if anyone else has put together a process to measure chat availability on the portal. At a basic level we want to understand how often the portal… -
Getting the Syndicated Proactive Chat working with Engagement EngineContent We are having a bit of an issue getting the Syndicated Proactive Chat widget to show up on our website using Engagement Engine. We ensured this was not queue / p…
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Console Frozen - Chat Termination Event?Content If a chat is disconnected with an end-user because the agent desktop freezes (or some other cpu error that doesn't allow the agent to continue the chat), what ch…User_2025-02-03-16-48-16-590 45 views 6 comments 0 points Most recent by User_2025-02-03-16-48-16-590
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Two Chat GroupsContent Good Day Everybody, I have two groups of chat agents, one supports sales and one supports service. The sales agents will take all chats from the Syndicated Proac…
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Possible to report on Chat Monitoring?Content Does anybody knows if there is a way to report on how often someone has used the Chat Monitoring function as a Supervisor. If there is no easy report available (…User_2025-02-03-16-19-22-504 34 views 2 comments 0 points Most recent by User_2025-02-03-18-38-02-701
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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…
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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 37 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…
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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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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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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…