Chat
Discussion List
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chat duration alertSummary: We would like to flag chat durations to agents when a chat has exceeded a specific duration. For example if a chat has exceeded 10 minutes an on-screen alert co…Sharon O'Malley 7 views 1 comment 0 points Most recent by Laura Rizea-Support-Oracle Communication Channels -
Will other channels be available in Oracle Messaging for SMSSummary: I have enabled Oracle Messaging and currently the only channels available are Facebook, WeChat and SMS (but only through Twilio). It has been mentioned that oth…
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How to hide specific category in inlaychatHi All, I want to hide specifically two categories from inlaychat category drop down, kindly share the solution/document. I have already tried the below document,seems t…Satheesh_sathiz 44 views 1 comment 0 points Most recent by Laura Rizea-Support-Oracle Communication Channels
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Color of Chat Inlay ButtonSummary: Content (required): I am trying to change the color of the chat inlay button using "data-oit-theme-vars": {"brandColor": "#65a11b "}. I have no color theme sele… -
Are there any AI-powered features available for web chat in the latest release of CX CRM?Summary: Just want to know to integrate the AI feature in CX CRM(rightnow) web chat, if the feature is available please any one share the documents. Content (please ensu…Satheesh_sathiz 51 views 2 comments 0 points Most recent by Chandhirasekaran "Chandhru"-Oracle Communication Channels
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Retiring of Oracle Social Network from update 24C.We have been using the Oracle Social Network from 2022, and we have been notified that this will be retired in update 24C and will be integrated with MS Teams . We have …
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Possible BUI Live Chat box bugSummary: Hi there, I already have a ticket raised for this but want to see if anyone has encountered this before. Some of our users (not all) are experiencing some forma…
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Web Chat for ServiceSummary: I have a few questions about configuring WCFS that I cant find in the documentation. Content (required): Can I change the launch button? The default is a square…Kim Dante 122 views 8 comments 1 point Most recent by Petra Bikkembergs - Oracle Product manager DCS-Oracle Communication Channels
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web chat for service and custom fieldSummary: I am not able to set a custom field in web chat for service. I have a menu type field called pro_chat_page and WIE is one of the choices in the menu selections …
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Oracle Messaging contact lookup customizationSummary: Oracle messaging is enabled and was able to configure SMS through twilio. chat is generating and redirecting to B2C service cloud without any issue . how do we … -
Maximum Active Chats - BUI setting - how to display on report?Summary: Maximum Active Chats - BUI setting - how to display on report? Content (required): How to display selected value on report? Version (include the version you are…
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How to change contact associated with chat?Summary: How can I change the contact id on a historical chat? I can find chat details via a report, but I am not allowed to inline edit the associated contact id to cha…
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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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Can a supervisor terminate a chat for an agent?Is it possible to configure chat in the .NET console or BUI to allow supervisors (someone with privileged permissions) to terminate a chat on behalf of an agent? We're u… -
Is partial disabling of interface possible? Need backend but want to lock down CP websiteSummary: How can we use the backend of an interface (the chat-inlay, mailbox, & message templates) in an interface for branding purposes, but prevent the customer from a…
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Basic Chat Rule Creation and Inspector Window Troubleshooting Webinar: November 30Update: The webinar recording is now available - CLICK HERE to view. We are pleased to announce our upcoming webinar on Basic Chat Rule Creation and Inspector Window Tro…Elaine Leffler-Support-Oracle 11 views 0 comments 0 points Started by Elaine Leffler-Support-Oracle Communication Channels -
Chat Transcript retain policySummary: Does anyone know what happens to the chat transcript when the incident is archived? I don't seem to find detail information about it. Thank you so muchVincent Lin 22 views 3 comments 0 points Most recent by Senthil Prabhu Palaniswamy-Oracle Communication Channels -
Change label of custom field inputs in Inlay chatContent Hi all, On inlay chat form, I was able to change the strings (labels) of the input boxes, title and button text using JSON config file. The content of the JSON f… -
Hello, we need rest API to relationships for B2B service requestSummary: Hi, We have a requirement to create B2B service request with relationships. Do we have any Rest API for the same? Content (required): Need Rest API to create re…
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Asynchronous Chat - automatically default to a queueSummary: Content (required): When using asynchronous chat to respond back to a Facebook message, the system prompts the agent to select a chat queue (we have 3). See scr…
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Can we create PO on item based (of which PR is made of description based)Summary: There's a requirement from client where he wants to create PO based on items only if PR is created based on item description also. Scenario: PR is created using…Shahtaab Ahmed 41 views 1 comment 2 points Most recent by Steve Garvert-Support-Oracle Communication Channels
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I want to delegate my Final approval of PR to User A, for PO approval to User B.Summary: Hello Team, I am an approver for multiple transactions (Final approval of PR, PO Approval, Strategic quantity approval). As an approver, I want to delegate my F…Eka Srivastava 31 views 1 comment 0 points Most recent by Steve Garvert-Support-Oracle Communication Channels -
Additional Entity for Oracle Digital Assistant (ODA) Chatbot PII AnonymizationSummary: An additional entity for Oracle Digital Assistant (ODA) Chatbot PII Anonymization Content (required): Hello! We recently turned on PII Anonymization within our … -
Chat Inlay button labelSummary: Content (required): Is there a way to change the button label from "Live Chat" to some other text? With Syndicated Conditional Chat I have the option to set "Av…
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Oracle Messaging can now be enabled for B2C Service Chat customers through Configuration AssistantWe are pleased to announce that Oracle Messaging, a key component of Oracle Service, can now be enabled for all Oracle B2C Service Chat customers through the Configurati…Elaine Leffler-Support-Oracle 193 views 0 comments 0 points Started by Elaine Leffler-Support-Oracle Communication Channels
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Limit Digital Assistant hoursSummary: How to determine hours that Digital Assistant is enabled Content (required): Hi, our customer has a requirement to use the Digital Assistant (ODA) only during n…
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Notification emails are not sent when a person is flagged in Oracle social chat conversations.Summary: Notification emails are not sent when a person is flagged in Oracle social chat conversations. Content (required): Version (include the version you are using, i…Janitha Perera 21 views 1 comment 0 points Most recent by Megan Akins-Support-Oracle Communication Channels
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Chat Inlay : initialize the custom filed with PTA loginWe are trying to launch / initialize the "inlay-oracle-chat-embedded" attribute "launch-form-fields" using PTA login on an external application . Our goal is keep the cu…
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Chat rules | Routing chats based on chat's question contentContent Was developing a chat rule to route chats to chat queues based on value of question field and noted that chat.question field isn't available to selection in chat…