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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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…User_2025-01-28-05-44-49-224 48 views 4 comments 0 points Most recent by User_2025-02-03-19-46-15-996 -
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 …User_2025-02-03-21-55-10-979 39 views 4 comments 1 point Most recent by User_2025-02-03-21-55-10-979
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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…User_2025-02-03-18-37-16-855 46 views 2 comments 0 points Most recent by User_2025-02-03-18-37-16-855
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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…
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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. -
No interface assigning to ChatsContent I created a report to check how many chats are getting abandon per day, i found that 90% chats are getting cancelled under No Value Interface, i just want to und…User_2025-02-03-19-49-50-070 27 views 3 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Setting Max Active Chat in AddInsContent Regarding setting 'Max Active Chats' from AddIn (via IChatSession interface). Latest OSvC versions ( 2017 and later) has a new setting 'Max Active Chats'. But we… -
CHAT SOAP API - Setting chat queue without Business RulesContent Hello guys, how are you doing? I am working with the CHAT SOAP API, using several chat queues and business rules in OSvC. My question is about the chat queue ass…
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ConditionalChatLink - doesn't route properly. Ignores chat rules.Content Hi, We have chat rules in place to move chats to the correct profile. However, this doesn't happen as expected. Instead, the chat_data parameter on the chat laun…User_2025-02-03-19-49-57-702 34 views 3 comments 1 point Most recent by User_2025-02-03-19-49-57-702
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How do WeChat users exit the current chatContent When RightNow is accessed using WeChat, what is required when the customer wants to end the session? Version Service Cloud
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Including CC in Email Submission creates IncidentContent We are experiencing an issue that when customers sends an email to create an incident and they also cc other people. Now when those people reply all to the email…
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Clickable Reference # in Chats?Content Hi everyone, Some of our chat agents brought up an interesting point. When working with incidents, ORN identifies reference numbers as links that allow the agent…User_2025-02-03-19-46-58-947 27 views 2 comments 1 point Most recent by User_2025-02-03-19-46-58-947
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Proactive Chat Offer Statistics (detail by offer)Content The out of the box report 'Proactive Chat Offer Statistics" (ACID 3033) provides offer stats for all proactive offers combined. Is there a way to configure this …
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Open to resolve time is 0 for webchats?Content Hi, So when a customer starts a webchat and stays on for X minutes, when the incident is created at the end of this, in our line of work, the issue has been reso…
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Chat routing not working properlyContent Hello! Looking for a little help in regards to chat routing. Running into a problem where chats are not being routed to the correct agents/queue - I feel like I …User_2025-02-03-20-05-25-120 42 views 2 comments 0 points Most recent by User_2025-02-03-20-05-25-120
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Change queue if no agents are availableContent Hi, We have rules in place to say if Cat A is chosen, go to Queue A. Cat B goes to Queue B. each queue has its own dedicated team (Profile A, Profile B) However,…User_2025-02-03-19-49-57-702 34 views 3 comments 2 points Most recent by User_2025-02-03-19-49-57-702
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Page Peek with Popover Chat UXContent We recently added a popover chat UX, where the chat window will open and close over our external sites. Please see attached PPT. We are using jquery and javascri… -
Alerting to abandoned chatsContent Hi, I am wondering if anyone here is using an alert for abandoned chats? If so, what are you using as the exception? I am trying with chats.first_engaged IS NULL…User_2025-02-03-16-51-39-328 41 views 4 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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Proactive chat with pre-populated user detailsContent Hi, We need to initiate user chat on our application page with Proactive chat with pre-populated user details. Chat widget is available only for already logged i…
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co-browse widget move to help menuContent Hi, We need to move cobrowse widget from bottom right of screen (main html) for application to help menu. Any help, suggestions, code snippet or reference to hel…
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Custom Validation on Chat FormContent Hi, What I am trying to achieve without success is the ability to initiate chat only when certain conditions are met. In particular, I have added a custom requir…
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Chat agent statistics.Content I made a report that brings various information about the chat service, detailing chat to chat. In this report I would like to include a column with the date inf…
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Change chat message when a customer has been transferred?Content At the start of a web chat standard text pops up saying something along the lines of "Thank you for using web chat you're speaking to Jo how can I help you today…User_2025-02-03-19-49-57-702 70 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328
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Live Chat is always unavailable in the pages which has CustomizationContent Dear All, As subject described, Live Chat is always unavailable in the pages which has Customization. For the pages which don't include the customization, the li…
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Help - How do i devide in a report?Content Hi, I'm trying to get add average response time to my chat transcripts report, I cant find a field for this so think I'm going to have to make a customer field. …User_2025-02-01-08-49-11-455 24 views 4 comments 0 points Most recent by User_2025-02-03-16-51-39-328