Category 272
Discussion List
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Assign a Chat in queue to an agent?Content Hello, Is it possible to assign a chat that is in queue to a specific agent? We have customers waiting to chat with us, but is it possible to 'jump the queue' by…Kwabena Adjei 17 views 5 comments 1 point Most recent by Jessica Bradley-Oracle Communication Channels -
Create a rule to hide a chat queueContent I need to hide a queue so it does not receive transfers from other queues. Eg .: Queue A can receive AB Queue Transfers but can not receive transfers from Queue …Leonardo Santos-117785 15 views 5 comments 3 points Most recent by Pavol Procka Communication Channels -
How does call routing chat?Content I would like to understand how Chat routing works: Eg: We have a profile configured to meet 4 simultaneous calls, and I have 3 logged in operators available. The…Leonardo Santos-117785 38 views 2 comments 1 point Most recent by Pavol Procka Communication Channels
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create an anonymous chatContent Hi all, We have a configuration where the customer will be taken initially to the chat_loading page and when he enters the details like first name and last name …prashanth bandlamudi 24 views 4 comments 0 points Most recent by Simon Kilgarriff-118560 Communication Channels
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Change position of Chat status barContent Hi, By default chat status bar appears on the agent desktop above the ribbon on top right corner. I would like to change it to the middle. I know we can change t…Shilpa Suresh-122587 27 views 1 comment 0 points Most recent by Pramod Vasudeva Murthy-80436 Communication Channels -
Can I change the CHAT_GREETING_MSG?Content Hi all, I would like to know if it is possible to change the message base CHAT_GREETING_MSG by "Hello (name of the user)." How may I assist you today? " I tried …Monica Valois 30 views 2 comments 0 points Most recent by Erica (Leep) Anderson Communication Channels -
ConditionalChatLink for specific queue IDContent Is it possible to create custom ConditionalChatLink widget to work on a specific chat queue and not on the default queue? (Jessica Bradley) Edited with clarifica…Mustafa Zubaidi-121692 28 views 3 comments 2 points Most recent by Erica (Leep) Anderson Communication Channels -
How to link incidents data and co-browse IDContent Hi all, A quick question here. I would like to know if I'm using co-browse from the chat. How can I automatically register the co-browse ID in the incident data?…Aki Tanaka 33 views 3 comments 0 points Most recent by Suresh Thirukoti-Oracle Communication Channels
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How to pass data to chat without form.Content Hello, I have Syndicated Proactive Chat made tu run without any form - 'chat_login_page' parameter points directly to '/app/chat/chat_landing' page. It works fin…Wojciech Dzikowski-124914 49 views 11 comments 0 points Most recent by Suresh Thirukoti-Oracle Communication Channels
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Can I delete the option "Transfer Agent"Content Hi all, I would like to know if it is possible to delete the option "Transfer Agent"? If it is possible, could you tell me the steps where I would do it?Monica Valois 23 views 4 comments 0 points Most recent by Suresh Thirukoti-Oracle Communication Channels
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Manage Emojis in Chat session (agent & customer side)Content Customer and agent could be share emoticon in the Chat conversation. - by chosing an emoji in a panel of most frequent emojis - or just typing :) and converting …Christine Metz 56 views 1 comment 1 point Most recent by Gursimran Singh Saini Communication Channels
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Proactive chat: Widget ID in Engagement engineContent Hi, I am working on implementing Proactive Chat using Engagement Engine. The chat invitation needs to be displayed when a user views the page for more than 10 se…
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Filtering Profanity and Personal Information out of chatContent I am trying to determine if there is a way to censor the text in a chat. We work with people's private information and we need to have a way to censor if it is a…John Somnitz-120824 28 views 4 comments 0 points Most recent by Gursimran Singh Saini Communication Channels
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Which email address was email X sent to? (transaction.description?)Content Hey guys, I am trying to figure out how I can see to which email address a customer has sent an email to. Did he/she sent it to 1234@gmail.com or abcd@gmail.com …
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Chatbot for OSvC?Content Has this been released for Service Cloud? Or is it still in the pipeline? Has there been any word on its release? Version 3.3.3 -
Chat Cobrowse not working properlyContent Hi, I have couple of doubts regarding the chat cobrowse: 1. According to the documentation I have activated the two widgets that is chat/chatcobrowsepremium and …jithin jose-120763 34 views 10 comments 0 points Most recent by jithin jose-120763 Communication Channels -
Chat API - Get EstimatedWaitTime and agent availability before RequestChatContent I've combed through the documentation and can't seem to find an answer to this one. Any help would be greatly appreciated! We want to build an integration with t…Ashima Katyal 49 views 7 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
Changing "Incoming Chat" Agent AlertContent We have been using chat for a couple of months now, and are starting to get some good feedback from our agents. The biggest issue which they would like addressed…User_2024-12-17-20-14-26-824 34 views 5 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
iOS device - Chat Request form redirects to blank pageContent Only on an ios device within WeChat browser when user clicks on the chat link "https://xxxxxxxx.custhelp.com/app/chat/chat_launch" , the page re-directs to a bla…
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Chat Auto-Answer FeatureContent Is it possible to set up Chat to automatically pop a Chat to an agent without having to accept it from the Toast notification? We were using an external Chat rou… -
Remove automatic messageContent Hi all, I would like to know if is possible to remove the automatic message that comes out by default when I accept a chat. "Hi, mi name is . ¿How can I help you…
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Uploading attachment via chatContent With the November 2009 release when a customer uploads an attachment via Chat is the upload secure (https, encrypted, etc…)?User_2024-12-17-19-43-16-910 19 views 7 comments 0 points Most recent by DigitalWMP_21 Communication Channels
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Wait ThresholdContent Hi, A quick question. We are using the engagement engine to write our rules. In our rules, we use syndicated conditional chat to display our chats. We want to en…Hamid Ismaili 38 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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The chat is not ended when I click the X buttonContent Hi all, I'm testing the different chat events, the problem that I have is that when I close the chat_landing by clicking the "X" button, the agent sees the chat …Monica Valois 25 views 1 comment 0 points Most recent by Tasha Sylvester-122831 Communication Channels
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Unable to transfer chat in own groupContent Hi, We've recently started using Oracle for web chat and have come across a major issue- our users cannot transfer a chat within their own profile group. Basical…
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Co-Browse - Invalid Agent LoginContent Hi - we are trying to deploy Integrated Co-Browse. We have enabled co-browse on our instance and I have an admin account on my.livelook.com. We enabled co-browse… -
Chat Live: Asset Field Not Insert In IncidentContent Hello Community!We are having a problem in the Right Now Customer Portal (Live Chat Section > chat_launch).When complete the form and send it, the chat screen op…
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Co-browse Advanced Mode on MacsContent It appears that CoBrowse Advanced Mode does not work smoothly with Mac OS X. It requires Java and nowadays it's disabled by default. This impacts the customer ex… -
chat always comes through as anonymous despite email, names etc. on the chat launch pageContent Hi there, Recently, I have come across this very weird issue where no matter what, the chat request from the chat launch page always come across as anonymous. On…
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Design of chat_landingContent Hi all, I would like to change the design of chat_landing to this level (attached image). I would like to know if it is possible to add gifs and emojis. Thanks, …Monica Valois 25 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels