Communication Channels
Discussion List
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Video Chat availabilityContent Hi All, We are planning to add Video chat capability for our agents and wondering whether this feature is available. We are on 17D and have not switched on to Br… -
Creating a Conversation Thread via SOAP APIContent Hi there, I am using the Custom Chat Interface API and would like to create a Conversation Thread with Inbound and Outbound messages using the PostChatMessage En… -
Getting Notified of Agent clicking Terminate ChatContent Hi, I'm looking to integrate Oracle Service Cloud with a BOT platform of my own wherein I'm using the Third Party Queue API. This integration is on many channels…
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Avoid creating customer contacts from chatContent In my case Customers and Non Customers can access to the chat service, but i don't want that if one Customer access for first time (or qith another email that i … -
Engagement Engine rule fires but doesn't offer Syndicated Proactive ChatContent Hi – having problem where the Engagement Engine rule does not offer Syndicated Proactive Chat from an external site like it’s supposed to - the inspector view & …
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Video Chat Readiness White PaperContent Are you thinking about Video Chat for your contact center? It can be an easy, cost-effective way to communicate and collaborate with customers in a way that's bo… -
Engagement Engine Syndicated Proactive Chat Via Native Mobile AppContent Is it possible to use Engagement Engine to control popping proactive chat offers via our Native Mobile App? We currently use Engagement Engine to control proacti…
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Chat Media Bar MissingContent Good day all, When adding newly trained agents to our Chat profile, the media bar doesn't display in the upper right corner. New agents are being added to an exi… -
Syndicated Chat RoutingContent I am currently on August 2014 version and will soon upgrade to May 2016. I am attempting to setup a syndicated chat widget. . I have it working, but it keeps rou…
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Chinese And Korean Chat forms - Last name appears before First nameContent We have out Chat implemented on various languages. We have observed that the Chat Launch Form shows the Last name before the First name in Chinese and Korean Lan…
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Set agent available via API to take a chat in queueContent Hi, We've been looking at SOAP Chat API documentation and it seems SetAgentState has been disabled. Here is the scenario: 1. Customer clicks on chat link and ent…
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Chat & Co-browse : Mobile appContent Is there a possibility to have a proactive chat on native mobile app (not HTML5) using RN? We have a use case where a prospect needs a small chat pop up in the s…
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Need a way to conference into a queue instead of picking a specific agentContent Hi, We have a requirement where the chat conference needs to be routed to a queue instead of single agent. I am not sure whether there is any built in functional…
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How to mantain the same session opening other tabs of the website?Content Hi all, We are implementing the Oracle Right Now chat using the chat widget. Currently, the chat opens in a separate window from which it was invoked, however, I… -
Dropdown list missing in agent Co-browse ViewContent I searched through forums to see if this is an issue or an expected browser behavior, but when we use cobrowse and if a customer select a dropdown field, the age…
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Modifying the expire days for Proactive nochat cookieContent Hi All, We enabled proactive chat for one of the interface and based on the few posts in the community I observed below points for proactive chat * If a chat is …
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Multiple Co-browse sessions.Content Hey everyone! I would like to know if I can two or more Co-browse sessions when are using different chat sessions? Same agent attending two or more customers are…
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Exporting a list of over 500 Users from Co-BrowseContent We have well over 500 users in our co-browse application. How can I export a list of users for compliance? Thank you,
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Agents adding attachmentsContent Sorry - I am sure this has been asked before - is there a way for agents to add attachments when chatting with a customer? The customer can do it but the agent c… -
Chat TimerContent I would like to know if there is a way for the timer to stop or end if the customer decides to leave either while in queue or connected with an agent. I noticed … -
Co-browse terms and conditionsContent When we add text to the Terms and conditions text box in the co-browse configuration the link that is created opens to a 404 page error. I don't see anywhere in …
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Self service flow report.Content Is there a report that brings (within RightNow) information from the "self service path" that the customer made within the service portal? Like "Frequently Asked…
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Transfer Advanced Routing Chat but need new skillContent We have a bunch of skills routing into a single TechSupport queue. Agents get assigned chats based on their assigned skills. Works great! However, if a chat come… -
Cost per ChatContent Greetings my fellow Hero's! Wondering if anyone is willing to provide the cost per Chat for your organization? Or if you're on the Oracle side of the equation wh… -
Continues Chat?Content Hi, Is there a way to automatically bring in old transcripts (eg. last 3 chat incidents) into a new chat sessions when client initiates? This way the client can …
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Adding a private note through the chat workspaceContent Hi everyone, I will start off by giving a bit of background - below is the workflow of our chat agents: * A new associated incident is being created and opened a… -
How do you measure Agent Chat Productivity in your organization?Content I've looked into a lot of the chat reporting available within Oracle Service Cloud but having a hard time figuring out what's the best report out that that can t… -
Next Ask the Experts webinars to dive into "Chat Widgets" and "Chat Reporting"Content On behalf of the Oracle Service Cloud team, I'd like to invite you to participate in our next season of Ask the Experts webinar series. These webinars are a long… -
Agent Notification of Chats Waiting in QueueContent I wonder if it is possible to create a popup for chat attendants when their sessions are full and a new chat enters their queue? Edited by Jessica Bradley to inc…
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Associating pre-created incident to request chatContent I am using Connect Web Services to pre-create an incident (say ID-1), and than associate it with a chat session. The association is done through the Request Chat…