Communication Channels
Discussion List
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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 … -
Co-browse also on external siteContent Hi All, Our chat pages are on Cloud portal and other pages on Oracle ATG. Is it possible to use co-browse on Oracle ATG as well on Oracle cloud chat pages. What …Sachin Jain-122354 26 views 10 comments 0 points Most recent by Wayne Bevan-Oracle Communication Channels -
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 83 views 0 comments 0 points Started by Elaine Leffler-Support-Oracle Communication Channels -
Chat Inlay iconHow to change Chat Inlay icon How to change the chat inlay icon please refer the screenshot Regards. Satheesh.Satheesh_sathiz 42 views 1 comment 0 points Most recent by Steve Garvert-Support-Oracle Communication Channels
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ROQL lower caseHi All, I need to compare the lower case string in ROQL please suggest, I tried below but no luck. $email//user input maybe uppercase or lower case "select ID from Conta…Satheesh_sathiz 31 views 1 comment 0 points Most recent by Steve Garvert-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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Message Template for "on create" is being sent when a message is updatedSummary: I have two separate message workflows, Create and Update, and the creation template is being sent when an SR is created AND when it is updated. System is not se…
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Customer portal via mobile appSummary: How to enable mobile app for customer portal Content (required): The vendor will outline how the customer mobile app will enable / support the following: - Cust…
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How To: Company Branded Logo on Auto-Response EmailsSummary: How to add company branded logos to auto-response emails or unknown customers Content (required): I'm unable to find a way to add a graphic or company branded l…
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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… -
Lavanya0101 51 views 1 comment 0 points Most recent by Megan Akins-Support-Oracle Communication Channels
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How to Create workflow to escalate an SR and send an email to account manager?Summary: Content (required): Version (include the version you are using, if applicable): Code Snippet (add any code snippets that support your topic, if applicable):Lavanya0101 51 views 1 comment 0 points Most recent by Megan Akins-Support-Oracle Communication Channels
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Send automatic custom message on ChatSummary: Content (required): Hi all! We would like to send an automatic chat message to the customer informing the incident reference number, without the need to manuall…
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Incident not created through EmailContent (required): When user sends email from a particular email address, Service cloud is not creating Incident. We checked in the "Incoming Email Filter" report and f…Padma Varadarajan 31 views 6 comments 0 points Most recent by Praveen: RN Application Engineer-Oracle Communication Channels
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Feature Friday - Forward and Track Incident Internal ResponsesSummary: Incident can be forwarded to the peer(s) using the Forward functionality (sent as email) and responses can be tracked in the Incident threads. Any response to t…Premkumar Sabarinathan-Oracle 81 views 0 comments 3 points Started by Premkumar Sabarinathan-Oracle Communication Channels -
Linking Incidents with Similar SubjectContent (required): Hi All, We are receiving the following request from our Customers. When customer send an email to OSvC and this email thread has continuous ongoing c…Padma Varadarajan 21 views 11 comments 0 points Most recent by Padma Varadarajan Communication Channels
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curl request and show Failed to connectSummary curl request and show Failed to connectContent Dear all, When I use curl to request the external third-party system interface in the Controller of Customer Porta…
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EE Chat Inlay and Custom FieldSummary: Content (required): I am using EE with the embedded chat inlay. I am trying to set a custom field using the below action. I use this exact same action in a synd… -
Is there a way to configure email send times?Summary Set a window for emails to be sentContent We have a client that would like emails sent only during a specific time period (e.g. 8:00 to 18:00 hrs) even though ag…Nancy Franchino 32 views 1 comment 1 point Most recent by Srinath Srinivasan-Oracle Communication Channels -
Engagement Engine and Chat InlaySummary: I'd like to switch my proactive chat to chat inlay. I have Engagement Engine code that currently triggers a proactive chat invitation (i.e. on page https://www.…
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Filter product hierarchy in inlay chatSummary only display subset of product hierarchy in product dropdownContent Hi all, I have added product in inlay chat which displays all products available in the syste…BishnuPaudel 32 views 1 comment 1 point Most recent by Srinath Srinivasan-Oracle Communication Channels -
Email not creating IncidentContent (required): Hi, When we send multiple emails from the same sender to the same mailbox continuously. After some time the Incident creation stops and there is no r…
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Can we configure 50+ Service mailboxes for inbound emailSummary: We have 50+ line of business, hence would like to create 50+ mail boxes for the creation of incidents via inbound email functionality. Content (required): Can w…
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Archiving/Publishing Mailings to WebSummary: client potentially wants publish past email blasts to a web page for customers. Content (required): We're exploring an efficient way to publish certain previous…
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Chat auto scroll control in BUISummary: Although I can see in a previous answer that chat scroll is configurable from the Chat Transcript Control in .net. I cannot see a way to access that control or … -
Routing a chat directly to a particular AgentSummary: Is it possible to directly route a chat to a particular agent that the customer has an appointment / relationship with? Content (required): We have a use case w…Johnny Barton 31 views 5 comments 1 point Most recent by Jessica Bradley-Oracle Communication Channels -
Chat Agent Statistics - Real Time BUISummary Require current status of Agents when using BUIContent Hi The real-time Chat stats reports don't report on agent status when in BUI. As a workaround I've written…Rosemary O'Connor 77 views 5 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels