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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Email content mapping with the Service RequestSummary Anyone can help in providing me with an answer on how to configure the system to map the email content into a service request?Content Hello everyone, I am trying… -
Off the Record QuestionSummary Off the Record QuestionContent In the off the record dialog, clicking on Send or pressing takes you out of "off the record" mode. Is there anyway to not have d… -
Track oracle virtual assistant chat session on page reload or navigate to other pageSummary Possibility to stay oracle virtual assistant on same state on page reload or navigate to other pageContent Hi All, We have set up and configured Virtual Assistan…
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Record Video ChatSummary Record and attach a video chat to the incidentContent Friends, is it possible to record and attach a video chat in the incident? Version 20A
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Conditional Chat Link inlay: polling fails with CORS errorSummary Conditional Chat Link Inlay not workingContent I have added below code onto a CP template for testing/deployng Conditional Chat Link inlay:
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Suggestions for Outlook integrationSummary Outlook Integration not supported in O365Content With Outlook Integration not supported in O365 and no plans to offer it, what are people doing to create a SR fr… -
Disconnect and pop up survey if user close the tab of chat landing pageSummary Disconnect and pop up survey if user close the tab of chat landing pageContent Hi All, I am trying to disconnect the chat and popup the related survey on closure…
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Preserve chat on refreshSummary goto same chat session when chat_ladning page is refershedContent hi all, The chat landing page /app/chat/chat_landing displays a message saying 'You are current… -
Chat SOAP API errorSummary retrieve messages operation not workingContent Hi, I have made a request for retrieve message operation, but it shows an error (Transaction information couldn't …
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Establish Sessions Error REST APISummary Cannot set contact email, name etc...Content I am trying to create a chat using REST API. When initiating a chat through establishSession endpoint, I have give d…
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Syndicated proactive chat widget not workingContent I have got the code for syndicated proactive widget and pasted it in an external page. But the chat widget is not popping up. Chat is enabled and is working fine…
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Outgoing mail from non RightNow mailboxSummary Outgoing mail from configured external mailbox goes out via RightNow SMTP servers.Content Does anyone know if there is a way to get emails to send via an externa… -
Report on Incident rulesSummary Report on Incident rulesContent Hi Is there a way to generate the entire incident rules as a report? I have an incident that is not showing in the rule logs. Hen… -
Emails are not getting created as incidents in RightNowSummary Emails are not getting created as incidents in RightNowContent Hi, I came across a weird situation as few of the emails from a sender are not reaching to RightNo…
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Cobrowse and Syndicated ChatContent Hi - We have added our cobrowse solution to a cloud software that we support - this works perfectly fine. We are now adding our syndicated conditional chat to th… -
First Message on Chat windowSummary How the Estimated time in welcome message of chat window estimatedContent In DCS chat window, the Welcome or the first message in the Chat window is 'You are pos…
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Inline image security with forwarded emailsSummary How to secure inline imagesContent We've had this come up as a potential issue with one of our customers. They're often sent sensitive data as inline images in a…
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See individual emailsSummary How do I see individual emails that have bounced back to OSvCContent Hello, How do I find emails that have bounced back to OSvC from a mailing? I can see how man… -
Chat- Holiday MessageSummary how to use CHAT_IS_CURRENTLY_CLOSED_HOLIDAY_MSG msg baseContent We're using the chat conditional link widget on our customer portal pages. I've tested it for hol…
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Change the color of chat transcript in Agent chat work spaceContent Hi All, Is it possible to change the color of chat transcript. That is something like agent message in blue color and customer message in grey color in chat work…
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Cobrowse and multiple screensContent Hi - We are implementing Cobrowse with our live chat team and would like to be able to switch between the customers screens/monitors in advanced mode - instead o…
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Custom chat queue as default chat queueContent Hi All, Can I use custom chat queue in place of default chat queue without using any rule. I used rule to route the chat request to custom chat queue but is ther…
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Open Contact when incoming ChatSummary Open contact workspace when incoming ChatContent Hi All, I am using the Chat channel in BUI of ORN (19B) and i don't find way for open contact workspace where i …
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Service Cloud integration with What’s App.Content Hi all, I have a question regarding Service Cloud integration with What’s App. Customer wants agents to be able to correspond via chat through the What’s App cha…
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Chat Survey within Chat Window?Content This used to be an option within the product, but I'm not sure if it's still avaiiable. Can we pop a chat survey in the chat window rather than opening in the br… -
how to open the chat survey in the same chat page after close the chatContent Hi , I like to open the chat survey in the chat page itself . I tried like this and chat rules as image attached. The survey is oepn in new window only not in p… -
SMS from Oracle Engagement CloudSummary How to send text messages to Service Request's ContactsContent Has anyone implemented a solution to send SMS via OEC? How was it done? Do we need an external ven… -
Co-Browse - Deleting bulk add user requests in LivelookSummary Co-Browse - Deleting bulk add user requests in LivelookContent Good morning, How can we delete past requests to add bulk users in Livelook? See attachments. Than… -
Co-Browse Stealth Mode on Mobile DevicesSummary Co-Browse Stealth Mode on Mobile DevicesContent Good day! I have been researching but was not able to find out how to use Stealth Mode on a mobile device. I know…
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CoBrowse on Mobile - Fact or Fiction?Summary Does CoBrowse work on MobileContent I am having a hard time deciphering from the documentation and community if Co-browse should work on a mobile device and if i…