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
-
How to show the agent in the chat toastContent Hi all, I need to show the agent (name) in the chat toast when it comes up. I know the list of informations shown in that toast can be set in here: CHAT_ALERTFOR… -
Adding Co-Browse to Non-RightNow Page or Without Requiring LoginContent Hello RightNow Community, I come to you for some help in identifying the best solution to our problem. We recognize that co-browse is a viable tool to solve our … -
Satisfaction survey by ChatContent Hi all! Have a problems to send a satisfaction survey for Customers. Could you help me? what I need is: After the session be finished, the Customer receive the s… -
Chat multi login is prohibited or allowed,Content If I login to my ID at computer A, can I also login to computer B to use chat service??
-
Wrong contact associated with chatContent Hi, We have a scenario in which, an end user initiate chat with only First name and last name. When the chat is terminated, it creates a contact if the contact d…
-
Automated message to end user during chat.Content Is it possible to create a message that would post to the end user after x amount of time with no response? For example, if an end user has not replied to an age… -
Chat RoutingContent Hi, I was hoping to get some assistance with Chat routing. What I'm looking to do is rout customers by the product they're selected, as well as their language. I…
-
Chat agent availability controlsContent Is there a way to have the availability change to unavailable after a certain period of time if for example and agent walks away from their desk? OR Is there a w… -
Additional chat link appears on siteContent We have an additional chat link on our site and I have removed the rule from the site, and the link still appears. It appears after a 2 second page load delay. H…
-
Modify the logo on chat_landing page and link urlContent I add a new widget to replace the standard widget RightNowLogo and I add the code to the chat_landing.php In my base.css the code is as follows: .rn_ALogo a { ba… -
launching with known email addressContent Our support site is a separate entity from our sales site and control panel. During a sale, the customer may have given their email address during checkout and w… -
Getting Started Guide for Visitor Browser History and Page PeekContent How do I get started using the chat features, Visitor Browser History and Page Peek? This document provides step-by-step instructions on how to deploy the Chat f… -
Weighted ChatsContent I'm wondering if there is a way to weight Chats? example: 60% to one group and 40% to another? By Group, By Profile? Thank you in advance, Cornelia Cannon -
Question on Chat business rule actions - requeue in X secondsContent My apologies - initial post said I was setting ignore_preroute to false - that's wrong. I'm trying to understand how the chat rules work, and 2 things are stumpi…
-
Guidelines for deploying Syndicated Chat WidgetsContent Hi everyone, You can find a new post with 'Guidelines for deploying Syndicated Chat Widgets' here: Guidelines for deploying Syndicated Chat Widgets -Jessica
-
Best Practices for Co-browsing During Chat InteractionsContent When a customer is having trouble finding or doing something online, such as completing a purchase or utilizing self-service tools, it can often be easier for an… -
How to trigger a survey when chat window is cancelled?Content I have a business rule that triggered the survey in popup window "Pop-up Survey when Chat completes". Question: The limitation of this functionality is that, the…
-
Advanced routing for Chat based on product fieldContent Hi All, Requirement: We are trying to setup advanced chat routing to skilled Agents based upon the product selected by the customer on the CP Chat Launch Page. S…
-
Two Conditional Chat Links on same pageContent Good Day, We are trying to offer chat in two different languages (English & Chinese) we have both an English interface and a Chinese interface. Is it possible to…
-
Default Chat Queue QuestionContent Good Day Everybody, For some reason I swear I read once that if a profile doesn't have the Default Chat Queue, it will not count towards the agent availably (pre…
-
Co-browse Launch Buttons - Best PracticesContent To start a co-browse session during a voice interaction, a customer needs to click a co-browse launch button present on the company website. This paper outlines …
-
Co Browse Perimium widget (V4)Content Hi Friends, We are using the Co Browse Premium (V4) for a chat implementation. When the Co Browse Premium is successfully enabled on the external page we see the…
-
Send Chat ResponseContent Chat agents would like to be able to 'Enter' instead of having to select 'Send' to have their response sent to the customer. Have checked answer workspace option…
-
Custom Field not being transferedContent Good Day Everybody, I have a custom incident field that is exposed on the agent workspace. When the agent transfers the chat, this custom field is set to "No Val…
-
Displaying an Image vs Message for Syndicated Chat WidgetContent I have searched around and tried to find if there is a way to display a different image depending on if chat is available or not available (typically outside cha…
-
Syndicated Chat Widget QuestionContent We are using the syndicated chat widget (see code below) RightNow.Client.Controller.addComponent( { chat_login_page_height: 610, chat_login_page_width: 460, cha…
-
Page Peek not working (HTML5 issue?)Content Hi, recently we started exploring the Page Peek option. After enabling the page peek through the Engagement Engine the script is running on a test site. However,…
-
Set an Incident Field on chat_launch pageContent Good Day, I am trying to set the value of a custom field (incident) based on the value that another custom field (contact) that is set by the customer on the cha…
-
Chat Alert Form not reflecting changes in Config SettingsContent Good Day, I changed the order of the fields and what fields are displayed several hours ago and the Chat Alert Form is still showing the old fields, I moved and …
-
Focus on ChatContent When an agent accepts a new chat I would like the Agent Desktop to focus on that new chat tab. Currently they accept a chat and then have to click the chat itsel…