Category 272
Discussion List
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How to skip the Login when a Chat is triggered from an Incident (passing the i_id in the chat URL)Content Hi all, I am trying to trigger a chat associated to an incident (so that to populate the chat workspace with all the information contained in the incident worksp… -
Any way to make Post Chat survey open in chat window instead of new window?Content I'm using the Chat business rules to open a survey upon completion (or cancellation) of a chat. Management wants the chat to open in the same window as the chat,…
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Can the Private Chat container be separated from the Chat "Compose" Control.Content Does the Chat Control "Compose" container have the functionality to be able to separate and display the Private Chat in a different location that directly under …Dan Clegg-119885 14 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
Disable Chat inside Rightnow/Customer PortalContent Hi all! I would like to disable the chat in the Rightnow, but, I don't found it in the documentation the process. I need disable fully the Chat, not just to some…Sergio Braun-105247 39 views 3 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
Can the font size within the Chat Transcript Control be modified?Content Users would prefer to have a larger font in the transcript they see during live chat. Is this possible? If so, how to do it?Dan Clegg-119885 13 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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How a contact record is created when chat is initiated ?Content Hello All, I would like to know how a contact record is created when chat is initiated from chat launch page ? I will be really helpful if anyone gives a picture…Premkumar Sabarinathan-Oracle 26 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
Support for Co Browse Premium (V4) on mobile appContent Hi Friends, We have configured the Co Browse Premium (with the ICB mode) successfully on our external site. Could someone let me know on whether the Co Browse Pr…Vignesh Kasargod-124926 34 views 5 comments 0 points Most recent by Ian Entenberg Communication Channels
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How to populate the Chat fields based on an IncidentContent Hi all, I need to populate the chat fields based on an incident. I know that I can pass the i_id to the chat_landing URL somehow and the chat will be associated …
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Engagement Engine and Custom FieldsContent We are having issues getting the value of a custom field to pass to the chat launch page from an SPAC offer in Engagement Engine. We manually placed the SPAC wid…Builta Group 35 views 1 comment 0 points Most recent by Vignesh Kasargod-124926 Communication Channels -
Conclude a Chat Session - Add-InContent Hello, Im trying to automaticlly conclude a chat session through addin, but im having difficulties to undertand how i could implement IChatSession to retrieve in…Ricardo Luz-115719 6 views 3 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Console Frozen - Chat Termination Event?Content If a chat is disconnected with an end-user because the agent desktop freezes (or some other cpu error that doesn't allow the agent to continue the chat), what ch… -
Chat Availability on CPContent I wanted to see if anyone else has put together a process to measure chat availability on the portal. At a basic level we want to understand how often the portal… -
Getting the Syndicated Proactive Chat working with Engagement EngineContent We are having a bit of an issue getting the Syndicated Proactive Chat widget to show up on our website using Engagement Engine. We ensured this was not queue / p…
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Possible to report on Chat Monitoring?Content Does anybody knows if there is a way to report on how often someone has used the Chat Monitoring function as a Supervisor. If there is no easy report available (…Matthias Hintner-114146 34 views 2 comments 0 points Most recent by Charlie Mopps Communication Channels
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Two Chat GroupsContent Good Day Everybody, I have two groups of chat agents, one supports sales and one supports service. The sales agents will take all chats from the Syndicated Proac…Charles Lickly-119698 13 views 5 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Sneek PeekContent In Instant Service we were able to see what the customer was typing even before they sent it into the chat. This feature was extremely helpful. We had to migrate…Melissa Swartz 43 views 2 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Proactive Chat not Starting Chat SessionContent Hi everyone, I'm trying to open a Proactive Chat session from an external website, I am at the point where the I can click on the 'yes' button to start a chat se…Daniel Moore 11 views 5 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Cobrowse via mobile?Content Does anyone know how well Cobrowse works with mobile? We're not using Cobrowse but have a use case. The majority of our customers will be on their phone so the t… -
Help!! Cobrowse function do not work.Content Hi All! The co-browse function do not work in our agent desktop. When the agent click in the cobrowse tab, it shows a message like 'the customer environment do n…
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Enhanced Console: Cursor Issues on Live ChatContent Hi All, Not sure if anyone else has had this problem on the enhanced console but I'm just posting here so that you know you're not alone if you are having the sa…Matt Litherland 22 views 10 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
How to enable ProActive Chat?Content How to enable ProActive Chat in RightNow console? How do I go online in proactive chat? Is it different from going online on Conditional Chat? I have conditional…Lavish Kumar 38 views 2 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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PTA redirection not going to Chat Landing Page (SCCL)Content I'm now successfully logging in with PTA, however I'm not getting redirected directly to the chat landing page. Here is what is happening. I'm setting the chat_l…
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Send Receipt Email (or another Template) to more email addressesContent Hi, We have one escenario where customers can create incidents via techmail. And they can CC other email addresses. We have a PHP Custom Process that stores in a…
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Chat Conference Pop-upContent Hi, Our client would like to have the ability to change the chat conference pop-up so that the option to decline is not available to agents and they have to acce…Ashley Cockram 17 views 3 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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What Method Is Used To Allocate Incoming Chat Requests?Content We are in the final stages of our implementation of Chat standalone using Oracle Service Cloud May 2015 and I cannot find any information about how incoming chat…lee taphouse 32 views 5 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Transfer chat- transcript from previous agent not viewableContent When our agents transfer a chat to another agent, the chat transcript from the previous agent does not populate in the chat transcript control area. Is there a w…Kerry McKee 21 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Is there a way to block a chat via the IP address?Content Periodically we get people bombarding our Chat agents with inane comments preventing us from answering chats from customers who have valid reasons for contacting…Peter Withington 23 views 7 comments 0 points Most recent by Anurag Mittal CX Communication Channels
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Proactive Chat without customer accepting it?Content Hi, do you know if it is possible to use the syndicated proactive chat widget in a way (or to manipulate it in a way) that upon triggering the rules (we are usin…Matthias Hintner-114146 29 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Any suggestions for testing Chat integration with a new site?Content Hello, I have not found any information in the forum or elsewhere on how to perform some integration testing with RightNow. I am trying to do some ad hoc testing…
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Engagement Engine - rules > conditionsContent Hi all, Does anyone know if it is possible to use logical expressions within EE rule conditions similar to how Rightnow rules are setup? Specifically, I'd like t…