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.
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Communication Channels
Discussion List
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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 … -
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…User_2025-02-03-17-00-01-723 44 views 7 comments 1 point Most recent by User_2025-03-07-01-32-42-212 -
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… -
Gmail Question Mark icon for email address forwarded to default Oracle addressSummary can I make the question mark not show up in gmail when the email address we are using forwards to OracleContent I have set up an outlook mailbox that forwards ov…
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When transferring chat - see "Specified Cast is not valid"Content Has anyone seen this message in Chat? Specified Cast is not valid It is happening when a few of our agents - happening randomly - attempt to transfer a chat to a…
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Making standard text read-onlySummary Making standard text read-onlyContent Hello, We've been asked by some of our customers if its possible for an agent using OSvC to add standard text to an inciden…
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Custom Chat Availability status?Summary Is there a way to custom create a third chat status, aside from Available and Unavailable?Content Is there a way to custom create a third chat status, aside from…
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Collecting client info from each co-browse sessionSummary How to collect and report on the client info from each co-browse sessionContent I know that it's possible to view the Operating System and Browser of Customer Po…
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Livelook certificate not acceptedSummary Livelook certificate not acceptedContent Good morning, I ran the OSvC report that shows co-browse activity, and I have a question about the column called "Termin…
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Co-Browse Remove Advanced ModeSummary Co-Browse Remove Advanced ModeContent Hello, Can anyone tell me if its possible to remove or disable the "Advanced Mode" button in the Co-Browse console? -Kerry …
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Using Co-Browse on a websiteSummary Using Co-Browse on a websiteContent Hello, Our customers are looking into using the Co-Browse feature. Currently, the widget code is on our Customer Portal pages…
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Warning for customers 30 minutes before chat window closesSummary Warn customers of closing chat 30 minutes before chat window closesContent Hi! I have searched the OSC, documentation and the forums to see if there is a setting…Sjoerd Spring in 't Veld-145555 35 views 4 comments 0 points Most recent by Sjoerd Spring in 't Veld-145555 -
Limit number of chats per IPSummary I would like to find a way to limit chat per IP at the same timeContent Are there any business rules or configuration settings to limit the number of simultaneou… -
How to get media toolbar to show upContent Hello, I have been stuck on this for multiple days trying to figure out how to get my media toolbar to show up on the services CRM side of the engagement cloud, …User_2025-02-05-05-20-30-025 35 views 1 comment 0 points Most recent by User_2025-01-31-00-30-32-814
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How to validate if a contact exists to queue a chat session?Content How can i validate if the email address is in the contacts table? If exists route the session to a queue, if not give a message in the chat launche page. Version…
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Popup Proactive chat after 10 seconds in case of no action on customer sideContent Hi, Is there an option to pop up the ProactiveChat only after 10 seconds of no action from customer side? BR, Ionut. Code Snippet RightNow.Client.Controller.add…User_2025-02-03-18-57-54-315 31 views 5 comments 0 points Most recent by User_2025-02-03-18-57-54-315
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New to CoBrowse - Not working on ChatSummary Error - There are no active desktop screen-sharing sessionsContent Hi! I recently was licensed for CoBrowse and have been sucessful in getting it running, except…
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Syndicated ConditionalChatLink custom_fieldsSummary How can I use the custom_fields that are passed to chat_launch pageContent I found a lot of posts about this subject but never found how to use the custom_fields…
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Enable/Disable MOD_COBROWSE_PREMIUM_ENABLEDContent Greetings We have Co-Browse available in our site. How can I enable or disable MOD_COBROWSE_PREMIUM_ENABLED and/or MOD_COBROWSE_ENABLED if it is not available in…
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RESCHEDULED: CX – Visual Engagement with Oracle Service Cloud: Refresher WebinarContent Due to unforeseen issues, this topic has been rescheduled to 10 July 2019 @ 8am PT. Apologies for the inconvenience. -
Chats through the Genesys Media BarSummary Trouble getting Chats through the Genesys Media BarContent Hi, we are having difficulties getting chats through the Genesys Media bar. They come to RN (we can se…User_2025-02-03-16-51-39-328 39 views 14 comments 1 point Most recent by User_2025-02-01-08-41-00-820
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different chat hours for different productsContent Our subject matter experts for different products work different shifts. Currently, if we get a chat for a product that is supported by a team that is not online… -
Trigger Chat "Position in Queue" messageSummary Trigger Chat "Position in Queue" messageContent Hello, I'm in the process of changing the wording of the Chat Position in Queue Message e.g. "You are position X …User_2025-02-01-05-21-45-102 29 views 3 comments 0 points Most recent by User_2025-02-01-05-21-45-102
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Chat queue not updated after the chat transfered to different interface queueContent Hi All, We have two interfaces for sales and support. Sometimes customers use the sales "Chat" link to initiate a chat for support and the sales team transfers t…User_2025-02-03-19-25-28-008 34 views 4 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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CX – Visual Engagement with Oracle Service Cloud, 13 March 2019, 8 a.m PT - Submit QuestionsContent Submit your questions for the CX – Visual Engagement with Oracle Service Cloud session to have them answered during the live event. Post your questions by postin…