Communication Channels
Discussion List
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Removing the (.invalid) from the staff email account with php scriptSummary Hi All, i having a bit of a problem with email table at the moment as i wouold to remove the .invalid from the staff email account signature. any helpContent Hi … -
Emailing direct to the Oracle mailboxContent Hi, The majority of email we receive is routed through our Exchange mailboxes which have forwarding in place to send on to the Oracle mailbox. We would like to g…
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Engagement Engine Display Syndicated Conditional ChatSummary Adjust Chat Login Page Height & WidthContent I know we can specify the height and width of the Syndicated Conditional Chat in the Engagement Engine rules, but is… -
Chat Option AvailabilitySummary Can you hide the chat option if your agents are at full capacity?Content I am trying to understand the functionality of this chat tool. If we set our number of c…
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Route Chats between CentersContent Hello! Is it possible to give one call center or group 60% of the chats that come in due to staffing issues? Thanks! Chandini
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Chat spell checkContent Hi, In the chat Workspace, if I miss spelling a word I do get a red underline which is very nice, however, to see the correction options you cannot just right cl… -
'Oracle Intelligent bot cloud service’ chat to ‘Oracle Service Cloud’ chat serviceContent We need to integrate ‘Oracle Intelligent bot cloud service’ chat to ‘’Oracle Service Cloud’ chat service. We intend to start the chat in ‘Oracle Intelligent bot …
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Chat Rules How to modifySummary How to modify our Chat Rules so we receive only internal chatsContent How do we change chat rules in Service Cloud so that only internal users can submit a chat …
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Chat Service Optimisation - IdeasSummary Chat Service Best PracticesContent Hi, We are looking into our chat performance and are finding some issue affecting it. Therefore, I was wondering if anyone wou… -
Primary Column in Incident Report of Chat WorkspaceContent In the chat workspace, any incident history report we add will automatically add a Primary column as the first column that allows users to select the radial butt… -
Unwanted Chat Customer !!Content Hi, We have a contact who keeps requesting standard chats (via a mobile) multiple times a day but never engages. (over 165 chats in a 4 week period!) We have tri…
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Agent web vs Right nowContent I would like to know what are the pros and cons of using AgentWeb over Right Now or the way around. I am implementing oracle chat feature and when it comes to Ag…
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Can a supervisor view an agents chat as it is happening?Summary Can a supervisor view an agents chat as it is happening?Content Hi, Let's say Agent A has a chat going with a customer. Can their supervisor view that chat as it… -
send customer picture within chatContent Hello, the customer can send us pictures via chat, but we are not able to send him pictures as an agent via agent desktop. It would be great if the image is disp…
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Is Oracle Autonomous Chatbot the same thing as VA?Content I saw this event coming up which doesn't mention VA however it sounds almost like VA has been renamed: https://eventreg.oracle.com/profile/web/index.cfm?PKwebID=… -
Chat links become encodedContent Hi, When an agent sends the customer a link, it's fully encoded and when a customer sends a link to the agent, the link also becomes encoded In fact, not only th…
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Chat request errorSummary There was a problem with the request and the action could not be completedContent Hi Gurus, When i try to raise chat request as a customer, system is throwing er…
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Modify chatLinkClicked functionContent Is it possible to add a target to the chatLinkClicked function? We are looking to target an iframe id. Version 17d -
Use emoticons in Live Chat?Content I have a request from our Live Chat team to include emoticons in their chat conversations. Is anyone using emoticons in chat and if so, how? Version November 201… -
chat control - HTML confusing to agentsContent A lot of our standard text has HTML that we need to give to customers. However, sometimes the agents need to add a bit of clarifying text before sending the stan… -
Block links and attachments in ChatContent Hello, I was wondering if there is a way to block hyperlinks and file attachments in Chat. We have a customer that uses chat for customer service, and they got h…
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Cannot Make Product Required on Chat LaunchContent Hello, I have a requirement to route to different chat queues based on the Product selected. I have added the Product dropdown field to my chat launch form, but … -
Off The Record ReportingContent Does anyone know how to report the number of times the "OTR" functionality is used during a given timeframe? I am not able to locate any OTB reports and am havin… -
Live Chat Chat with a member of our support team. There are agents available, with no expected wait.Content I am facing an issue while configuring chat with the application. Please find the screenshot and help me to resolve the issue.
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Duplicate email address with Email Address Sharing disabledContent Hello, We have Email Address Sharing disabled, but still, we have a number of contacts with same email address (sent by API integration from a platform). The ema…
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Text prediction in chats/incidentsContent Hi everyone, This might be a long shot but figured I'd ask here to check. Our management staff is looking into the option of increasing agent performance by usin… -
Multi Chat HoursContent We have two different groups in our Org that need to do Chat. The main group needs chat hours are from 8AM to 7PM. However another smaller group needs to be able…
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Identifying Customers who click chat but do not submit.Content Are there any tables or data elements that I can use to create a report that would help us identify customers who click on a chat button and get the pre-chat lau…
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Mitigating bots in ChatContent We've seen a spike in bots entering chat from the same IP address - over 500 chat requests from the same IP asking for Price Adjustments in June 2018. Adding thi…
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Focus on Incdient when accept chatContent Hi All, I have an requirement to focus on incident workspace when Agent accept chat instead of chat workspace, I have searched in workspace but no Luck.