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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Routing a chat directly to a particular AgentSummary: Is it possible to directly route a chat to a particular agent that the customer has an appointment / relationship with? Content (required): We have a use case w… -
Chat Agent Statistics - Real Time BUISummary Require current status of Agents when using BUIContent Hi The real-time Chat stats reports don't report on agent status when in BUI. As a workaround I've written… -
In BUI Chat. How far back does the chat history go?Summary: In BUI Chat. How far back does the chat history go? Content (required): When you are in a chat you can see past chat transcripts from the same customer-, yester… -
Proactive Chat InlaySummary: Lack of proper documentation about chat inlays. Content (required): Hi, we have a requirement, where on a third party website we have to show the Proactive chat… -
Merged: We invite you to attend a ⭐️ LIVE ⭐️ webinar to deeply understand your Oracle Cloud Applica…This discussion has been merged. -
Merged: We invite you to attend a ⭐️ LIVE ⭐️ webinar to get started with your Oracle Cloud Applicat…This discussion has been merged.
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Changing the audio notification for live chatContent Anyone know if it's possible for a user to change the audio (sound) notification they receive during live chats? It seems to be the same sound used for other sys… -
Calculate average chat waiting timeContent Hi All, How do we calculate the chat average waiting time that is displayed in the ChatQueueWaitTime widget? We have to calculate and display in the home page on…
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Create Multiple Incidents When Multiple Mailboxes EmailedContent Due to the complexity of our support center we have instances where multiple Oracle mailboxes are CCed on an email, but the email is only routed to one queue and… -
Use Inlays to embed B2C Service functionality directly into your web pagesSummary Inlays embed B2C Service functionality directly into your web pages for a better customer experience. Content With Inlays, your customers don’t need to navigate … -
Syndicated Conditional Chat link and Engagement EngineContent I am setting up the Syndicated Conditional Chat link and Engagement Engine. I told our web developer to add the below div structure where the link is to be posit…
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Attachments in inlays chatSummary Unable to see the attachment function for agentsContent Hi Community, I've configured chat inlays in an external website, but agents are unable to upload attachm… -
Outgoing chat attachment in BUIContent I am trying to enable outgoing chat attachments in BUI. I have created a custom configuration setting CUSTOM_CFG_CHAT_AGENT_FILE_UPLOAD_ENABLE and set it to yes.…
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Scheduled chat sessionsSummary Ability to send private chat links that expireContent We have a business need to set up a schedule time for an agent to chat with a client. I was unable to find …
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Organisation Id Sequence ChangeContent Hi All, We are facing a business requirement, Organisation ID sequence to get started with 10001, for system reference. Kindly share your inputs for custom ID se…
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Syndicated Conditional Chat link and Engagement Engine Unavailable MessageContent I want to remove the "unavailable" message using the engagement engine so that nothing is displayed when agents are busy. Is this doable? I have tried adding the…
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Block emails at a top/global level?Summary Way to block emails for entire siteContent Hi, Hoping someone might have some suggestions or maybe I am missing something. With the previous Barracuda and new Ci… -
Activities non-scheduledSummary How to limit a number of non-sheduled activity or not ordered for a resource ?Content Hi folks, We would like to limit activities in to the resource technical. E… -
Change label to placeholder text on chat formSummary change input labels to inline text placeholdersContent Hi all, On inlay chat form, the label appears on the top of the input elements. Is it possible to remove t… -
Dynanmic chat availability based on agent loginSummary Providing chat based on agent availability vs. hours of operationContent Rather than driving chat availability by hours of operation/schedule, is it possible to …
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Embedded Chat Inlay and SSOSummary Embedded Chat Inlay and SSOContent Hi, I am very interested with using Embedded Chat Inlay but the big question is whether it can be used in conjunction with SSO… -
Inserting images into chat conversationsContent Has anyone heard anything recently about providing chat agents with the ability to insert images into a chat response?
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Pop up survey when chat completesSummary Oracle Chat Inlays and survey pop-up.Content Hi, I was wondering what integration there is, if any, between oracle chat inlays (https://cx.rightnow.com/s/oit/lat…
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During multiple Chats new chat window overtakeSummary New Chat Window takes over instead of the current chatContent When multiple chats come in the new chat becomes the focus, and instead, I want to remain in the fi…
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BUI - adjusting the maximum number of active chatsContent Hi, In the .NET desktop application the maximum number of chats can be adjusted via File > Options > Communication Center (if allowed in the profile service perm… -
Notfifying agents when wait queue reaches specified thresholdContent Is anyone aware of a config setting/process that would notify agents if the number of customers in a chat wait queue reaches a specified limit? For example, once…
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Does the ConditionalChatLink Widget “Return” a Value?Summary Syndicated ConditionalChatLink widget sessions available return value?Content I use the syndicated ConditionalChatLink widget, and would like to make other decis…
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Chat Flash for new messages in BUIContent Hi all, I would like to learn is it possible to notify agents(show toast or flash window) when the customer responds during chat session in BUI. (version 20B) If… -
Disabling Automated Chat GreetingContent I found an FAQ on how to change the text of the chat greeting / autoresponder here. However, I would like to disable it completely (we have a workspace Add-In th…
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CoBrowse Proof-of-ConceptSummary What is the best way to configure and test CoBrowse before going to production?Content Hello, My agency management has licensed CoBrowse but has not decided to i…