Category 272
Discussion List
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Chat RoutingContent Hi, I was hoping to get some assistance with Chat routing. What I'm looking to do is rout customers by the product they're selected, as well as their language. I… -
Chat agent availability controlsContent Is there a way to have the availability change to unavailable after a certain period of time if for example and agent walks away from their desk? OR Is there a w… -
Additional chat link appears on siteContent We have an additional chat link on our site and I have removed the rule from the site, and the link still appears. It appears after a 2 second page load delay. H…
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Modify the logo on chat_landing page and link urlContent I add a new widget to replace the standard widget RightNowLogo and I add the code to the chat_landing.php In my base.css the code is as follows: .rn_ALogo a { ba… -
launching with known email addressContent Our support site is a separate entity from our sales site and control panel. During a sale, the customer may have given their email address during checkout and w… -
Getting Started Guide for Visitor Browser History and Page PeekContent How do I get started using the chat features, Visitor Browser History and Page Peek? This document provides step-by-step instructions on how to deploy the Chat f…Jessica Bradley-Oracle 48 views 0 comments 2 points Most recent by Jessica Bradley-Oracle Communication Channels -
Weighted ChatsContent I'm wondering if there is a way to weight Chats? example: 60% to one group and 40% to another? By Group, By Profile? Thank you in advance, Cornelia CannonConnie Cannon 11 views 2 comments 0 points Most recent by Erica (Leep) Anderson Communication Channels -
Question on Chat business rule actions - requeue in X secondsContent My apologies - initial post said I was setting ignore_preroute to false - that's wrong. I'm trying to understand how the chat rules work, and 2 things are stumpi…
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Guidelines for deploying Syndicated Chat WidgetsContent Hi everyone, You can find a new post with 'Guidelines for deploying Syndicated Chat Widgets' here: Guidelines for deploying Syndicated Chat Widgets -JessicaJessica Bradley-Oracle 24 views 0 comments 2 points Most recent by Jessica Bradley-Oracle Communication Channels
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Best Practices for Co-browsing During Chat InteractionsContent When a customer is having trouble finding or doing something online, such as completing a purchase or utilizing self-service tools, it can often be easier for an…Michelle Brusyo-Oracle 22 views 0 comments 3 points Most recent by Michelle Brusyo-Oracle Communication Channels -
How to trigger a survey when chat window is cancelled?Content I have a business rule that triggered the survey in popup window "Pop-up Survey when Chat completes". Question: The limitation of this functionality is that, the…Lavish Kumar 32 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Advanced routing for Chat based on product fieldContent Hi All, Requirement: We are trying to setup advanced chat routing to skilled Agents based upon the product selected by the customer on the CP Chat Launch Page. S…Prasad Sawant-122000 64 views 2 comments 1 point Most recent by Jessica Bradley-Oracle Communication Channels
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Two Conditional Chat Links on same pageContent Good Day, We are trying to offer chat in two different languages (English & Chinese) we have both an English interface and a Chinese interface. Is it possible to…Charles Lickly-119698 11 views 3 comments 0 points Most recent by Charles Lickly-119698 Communication Channels
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Default Chat Queue QuestionContent Good Day Everybody, For some reason I swear I read once that if a profile doesn't have the Default Chat Queue, it will not count towards the agent availably (pre…Charles Lickly-119698 44 views 3 comments 0 points Most recent by vinitha naram Communication Channels
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Co-browse Launch Buttons - Best PracticesContent To start a co-browse session during a voice interaction, a customer needs to click a co-browse launch button present on the company website. This paper outlines …Michelle Brusyo-Oracle 23 views 0 comments 2 points Most recent by Michelle Brusyo-Oracle Communication Channels
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Co Browse Perimium widget (V4)Content Hi Friends, We are using the Co Browse Premium (V4) for a chat implementation. When the Co Browse Premium is successfully enabled on the external page we see the…Vignesh Kasargod-124926 23 views 4 comments 0 points Most recent by Vignesh Kasargod-124926 Communication Channels
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Send Chat ResponseContent Chat agents would like to be able to 'Enter' instead of having to select 'Send' to have their response sent to the customer. Have checked answer workspace option…Brian Smith-123725 26 views 2 comments 0 points Most recent by Brian Smith-123725 Communication Channels
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Custom Field not being transferedContent Good Day Everybody, I have a custom incident field that is exposed on the agent workspace. When the agent transfers the chat, this custom field is set to "No Val…Charles Lickly-119698 22 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Displaying an Image vs Message for Syndicated Chat WidgetContent I have searched around and tried to find if there is a way to display a different image depending on if chat is available or not available (typically outside cha…Charles Lickly-119698 17 views 3 comments 0 points Most recent by Anurag Mittal CX Communication Channels
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Syndicated Chat Widget QuestionContent We are using the syndicated chat widget (see code below) RightNow.Client.Controller.addComponent( { chat_login_page_height: 610, chat_login_page_width: 460, cha…Charles Lickly-119698 30 views 5 comments 1 point Most recent by Charles Lickly-119698 Communication Channels
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Page Peek not working (HTML5 issue?)Content Hi, recently we started exploring the Page Peek option. After enabling the page peek through the Engagement Engine the script is running on a test site. However,…Matthias Hintner-114146 38 views 7 comments 1 point Most recent by Darsen Prasad Communication Channels
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Set an Incident Field on chat_launch pageContent Good Day, I am trying to set the value of a custom field (incident) based on the value that another custom field (contact) that is set by the customer on the cha…Charles Lickly-119698 28 views 3 comments 0 points Most recent by Darsen Prasad Communication Channels
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Chat Alert Form not reflecting changes in Config SettingsContent Good Day, I changed the order of the fields and what fields are displayed several hours ago and the Chat Alert Form is still showing the old fields, I moved and …Charles Lickly-119698 23 views 2 comments 0 points Most recent by Charles Lickly-123771 Communication Channels
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Focus on ChatContent When an agent accepts a new chat I would like the Agent Desktop to focus on that new chat tab. Currently they accept a chat and then have to click the chat itsel…Charles Lickly-119698 26 views 5 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Does the Engagement Engine pickes up page content in iframe?Content Hi, we would like use our Engagement Engine on a website which has an iframe included in the website. My question is that if we place the engagement engine js co…Matthias Hintner-114146 19 views 3 comments 0 points Most recent by Jim Rainville Communication Channels
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Add country information in Click to CallContent Hello, Please guide how to add geography information ( add countries and their respective phone calling format) in click to call. PFA the attached screenshot. Th…Navin Jose - Cloud 23 views 3 comments 0 points Most recent by Navin Jose - Cloud Communication Channels -
Chat in I-frame of company websiteContent I know it is possible to embed the chat pages into an I-frame of a website but we have a few questions. 1) If a user clicks on an area outside of the Iframe, doe…Shannon Greene-113885 37 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Guru Gandikota-123973 11 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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How to add product field in chat window for agent?Content We have enabled the live chat feature on the website. I have added the "ProductCategoryInput" widget on the chat page and via URL I am able to select the product…
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how to control the look and feel of chat windowContent use the post function to start chat and it will open a new tab. my question is how to modify to open a new web window page when start the chat, control the windo…