Category 272
Discussion List
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Do not submit survey for abandoned chatsContent Can I configure any rules that do not send satisfaction survey to Abandoned Chat? Version Service CloudLeonardo Santos-117785 16 views 1 comment 0 points Most recent by Carl Elliott Communication Channels -
Web Chat now takes users to the Support Centre PageContent Our web chat would normally take the users to an available agent, but all of a sudden once they prompt for their name and email it takes them to the "Support Cen… -
Restyle the Cobrowse button UI.Content Hi, I need to restyle the Cobrowse button UI from standard/utils/CoBrowsePremium. I've searched but I could not find a solution for this in the documentation. Th…Ionut Petreus 40 views 5 comments 0 points Most recent by Michelle Brusyo-Oracle Communication Channels
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Re-connect with same chat agentContent One of our supervisors posed an interesting question. We enable our customers on the phone to connect to the same agent on subsequent calls, if they provide an i…Kurt Helfrich 27 views 2 comments 2 points Most recent by Jessica Bradley-Oracle Communication Channels -
What is the priority of the Client in a queue transfer?Content When I transfer a consumer from my queue to another, does he enter as the first one to be served or wait for those who are waiting to be served? If he has to wai…Leonardo Santos-117785 13 views 5 comments 1 point Most recent by Leonardo Santos-117785 Communication Channels
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Question box in chat workspaceContent Does anyone use the Question box? We are upgrading to 17D from August 2017 I noticed this is empty. Where is the end user presented this field to enter a questio…Aimee Fitzgerald-123580 22 views 3 comments 0 points Most recent by Aimee Fitzgerald-123580 Communication Channels
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Chat is not Currently AvailableContent This is definitely a newbie question, but I could really use a push in the right direction here. I'm attempting to turn chat on for my organization. We have purc… -
Keywords in an abandoned chat.Content Hi, I am looking for a way to report on abandoned chats that have certain keywords in the question/customer thread. I have a report to show all abandoned chats, … -
Chat avatar change for male and femaleContent Hi, I would like to see if possible to change the chat avatar based on the logged in user. I know it is possible to change the avatar image, but the new image wi… -
Chat Launch Page Challenge QuestionContent Is it possible to ask a yes/no question on the Chat_Launch page that would launch chat for a no and redirect to another page with a different message? Scenario: …
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Disposition ReportingContent Need to run a report on chats that are closed out, and dispositioned. Would like to see how many chats are filed away into the certain dispositions, and if we ca…
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Cobrowse widget is not working in development mode in Chrome.Content Hi, I've added the CobrowsePremium in the template and in chat_landing and I can't see the Cobrowse widget button when testing with Chrome in chat_launch. How ca…
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Co-browse Session TransfersContent Question: Co-browse does not have the typical chat features to transfer, monitor, conference other agents into same session, right? Answer: Co-browse does not ha…Michelle Brusyo-Oracle 35 views 2 comments 3 points Most recent by Daniel Zini Communication Channels -
chat: anonymous email and name when user exist in databaseContent Hi friends, I'm super noob with rightnow... I had to make an user id validation for the chat form, it works fine, when a new user fill fields and send the chat r…
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How to prioritize customer vip chat service queue?Content Hi everyone, I am setting up a special chat service, where some customers with attribute "VIP" have priority in being served, as the following sample scenario: -…João Pedro Rodrigues 16 views 2 comments 0 points Most recent by Pavol Procka Communication Channels -
Custom Chat ToolbarContent Hi, I'm developing a custom chat tool bar using CHAT API. Intention to replicate same features as like OSC Chat toolbar (login/logout,Ready/Not Ready and Pull Ch…Saminathan Swaminathan 30 views 11 comments 0 points Most recent by Saminathan Swaminathan Communication Channels
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Routing chats based on Contact organisationContent I'm trying to configure chat routing based on the contact's organisation relationship. In the chat rules I have an 'if' condition that says "if Contact.Organisat…Jim -114588 24 views 10 comments 1 point Most recent by Jessica Bradley-Oracle Communication Channels
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Chat unavailable when chat queue is fullContent Morning all. We're facing an issue whereby our chat widget states web chat is unavailable when our chat queue is full. We currently have a setup where a single a…
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Mobile App SDK for adding chat to Native Mobile AppContent Looking for mobile app SDK so that we can offer live mobile chat within the mobile optimized experience. Thank you, Cameron
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Real Time Chat Agent AvailabilityContent Hi All, I am looking for a workaround on how to get the real time OSC agent's status (available , unavailable) and give this information to external website, say…
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Multiple instances of Syndicated Proactive Chat with Engagement EngingeContent Hi there- We are looking to use multiple instances of the Syndicated Proactive Chat based out of one interface by using the Engagement Engine. What is the best w… -
When can I restart a chat session?Content Hi all, I would like to know when you can restart a chat session. I have tried to replicate this casuistry in all possible ways, but still nothing is reflected.Monica Valois 13 views 2 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
Live Chat Flag / AlertContent Not sure this is possible but looking for a way to flag or alert an agent to a particular phrase on Live Chat. So if a customer was to say a specific phrase it c…Matt Litherland 25 views 2 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
Customer Type based Chat Greeting MessageContent Hi All, I have Sales and Support type of Chat users. I am passing Category values along with the Chat URL for this. I would like to have separate Chat Greetings …User_7ANNM 56 views 2 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Desktop agent client - default login chatContent Hi, I am new to this tool and I am looking for setting default Login status (as logged in) chat agent when he login to Oracle service cloud desktop client. Thank…
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Co-Browse does not loadContent Greetings When I try to load Co-Browse, I would get an error regarding having the wrong version browser and I have attached an image of the pop up error. I belie…
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POC - Oracle Chat Bot or Virtual Assistant Integration in our customer mobile app - regContent Hi, I am new to RN and Chat Bot / Virtual assistant. I am doing a POC for one of our client to integrate the Chat Bot into our Native Mobile App. I would like to…Senthil Kumar T D-124700 24 views 4 comments 0 points Most recent by Suresh Thirukoti-Oracle Communication Channels
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Chat avatar - change to male avatarContent On our current chat screen that is presented to our customers, the chat avatar next to the chat agent's name looks female. We'd like to be able to change that av… -
Chat Availability AlertContent Is there a way to create some type of Pop-Up Alert that could warn Supervisors that there weren't any available agents on Chat (during our regular business hours…
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Controling when Chat Transcripts are sent.Content Hi, New to this so I hope that this question is not too basic, however currently, chat transcripts are automatically being sent at the termination of a chat. Wha…