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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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… -
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… -
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 -
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…
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Is there a way to automatically terminate chats for the agent?Content Does anyone know of a way to automatically terminate chats so the agents don't have to click Terminate? I thought maybe I could write a business rule but I don't…User_2025-01-28-05-44-49-224 77 views 5 comments 0 points Most recent by User_2025-02-01-08-46-19-550
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ChatBot integrationSummary ChatBot integration with ORNContent Hello Team, I would like to understand that how we can integrate the Chatbots with service cloud, is it possible? Does anybod…
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Error while trying to access the Chat REST APISummary OSC-CREST-00006 while trying to access establishSessionsContent Hello, I am trying to create a Chat REST Client based on the documentation .However, I am getting…User_2025-03-10-22-22-43-573 88 views 4 comments 1 point Most recent by User_2025-03-10-22-22-43-573
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Meaning of Chat StatesSummary Does any one knows the meaning of each of the existing chat states?Content Hi, Does any one knows the meaning of each of the existing chat states? Someone could …User_2025-02-03-16-30-09-223 46 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328
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create custom chat using rest api on external pageSummary create custom Chat functionality on external pageContent Hi everyone, I want to create custom chat interface on external page and it shoud serve the same fucntio… -
Email SR Auto-responseSummary Wrong email being sentContent Hello, I've created a new system response email for when an employees email in an SR (using HR Help Desk), the response email works…User_2025-01-28-01-50-47-122 58 views 2 comments 0 points Most recent by User_2025-01-28-01-50-47-122
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How to use chat icons instead of ProductCategoryInputContent Hi, Currently we are using the ProductCategoryInput widget to initiate a chat. However we have a lot of categories in this list which has meant it has become unu… -
Upgrade site - chats going to wrong interfaceContent Hi, We are on 18B and upgrading to 18D. We have two interfaces. In production, at the moment, all chats on Interface A go to console A with Agent A. Likewise, al…
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installing Livelook on a sharepoint site?Summary has anyone had success installing livelook/cobrowse on a sharepoint site?Content Just curious if anyone has details on how they made this work? Is the installati…
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send picture to agent within chatSummary send picture to agent within chatContent Dear all,I want send a picture from customer portal chat page to Right now chat agent, when I send message like "",web p…User_2025-02-03-19-46-15-996 34 views 4 comments 0 points Most recent by User_2025-02-03-19-46-15-996
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Trigger a custom process when a thread is createdSummary I want to trigger a custom process whenever a thread is createdContent Hello All, I want to trigger a custom process whenever a thread is created i.e whenever a …
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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 …
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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…
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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…User_2025-02-03-16-51-39-328 33 views 2 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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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…User_2025-02-03-17-04-36-821 50 views 2 comments 1 point Most recent by User_2025-02-03-16-51-39-328