Category 272
Discussion List
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Route Chats between CentersContent Hello! Is it possible to give one call center or group 60% of the chats that come in due to staffing issues? Thanks! ChandiniChandini Davis-116256 27 views 1 comment 0 points Most recent by Carl Elliott Communication Channels -
Chat spell checkContent Hi, In the chat Workspace, if I miss spelling a word I do get a red underline which is very nice, however, to see the correction options you cannot just right cl…Ammar Aldaffaie 32 views 5 comments 1 point Most recent by Khosla Ridhima-Oracle Communication Channels -
'Oracle Intelligent bot cloud service’ chat to ‘Oracle Service Cloud’ chat serviceContent We need to integrate ‘Oracle Intelligent bot cloud service’ chat to ‘’Oracle Service Cloud’ chat service. We intend to start the chat in ‘Oracle Intelligent bot …Nijee-Oracle 53 views 2 comments 3 points Most recent by Jarel Birck da Silva-120625 Communication Channels
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Chat Rules How to modifySummary How to modify our Chat Rules so we receive only internal chatsContent How do we change chat rules in Service Cloud so that only internal users can submit a chat …
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Chat Service Optimisation - IdeasSummary Chat Service Best PracticesContent Hi, We are looking into our chat performance and are finding some issue affecting it. Therefore, I was wondering if anyone wou… -
Primary Column in Incident Report of Chat WorkspaceContent In the chat workspace, any incident history report we add will automatically add a Primary column as the first column that allows users to select the radial butt… -
Unwanted Chat Customer !!Content Hi, We have a contact who keeps requesting standard chats (via a mobile) multiple times a day but never engages. (over 165 chats in a 4 week period!) We have tri…
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Agent web vs Right nowContent I would like to know what are the pros and cons of using AgentWeb over Right Now or the way around. I am implementing oracle chat feature and when it comes to Ag…
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Can a supervisor view an agents chat as it is happening?Summary Can a supervisor view an agents chat as it is happening?Content Hi, Let's say Agent A has a chat going with a customer. Can their supervisor view that chat as it… -
send customer picture within chatContent Hello, the customer can send us pictures via chat, but we are not able to send him pictures as an agent via agent desktop. It would be great if the image is disp…
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Is Oracle Autonomous Chatbot the same thing as VA?Content I saw this event coming up which doesn't mention VA however it sounds almost like VA has been renamed: https://eventreg.oracle.com/profile/web/index.cfm?PKwebID=… -
Chat links become encodedContent Hi, When an agent sends the customer a link, it's fully encoded and when a customer sends a link to the agent, the link also becomes encoded In fact, not only th…
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Chat request errorSummary There was a problem with the request and the action could not be completedContent Hi Gurus, When i try to raise chat request as a customer, system is throwing er…
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Modify chatLinkClicked functionContent Is it possible to add a target to the chatLinkClicked function? We are looking to target an iframe id. Version 17dSteven DaSilva 41 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
Use emoticons in Live Chat?Content I have a request from our Live Chat team to include emoticons in their chat conversations. Is anyone using emoticons in chat and if so, how? Version November 201…Terri Meyers 22 views 6 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
chat control - HTML confusing to agentsContent A lot of our standard text has HTML that we need to give to customers. However, sometimes the agents need to add a bit of clarifying text before sending the stan… -
Block links and attachments in ChatContent Hello, I was wondering if there is a way to block hyperlinks and file attachments in Chat. We have a customer that uses chat for customer service, and they got h…Dan Peters 54 views 3 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Cannot Make Product Required on Chat LaunchContent Hello, I have a requirement to route to different chat queues based on the Product selected. I have added the Product dropdown field to my chat launch form, but … -
Off The Record ReportingContent Does anyone know how to report the number of times the "OTR" functionality is used during a given timeframe? I am not able to locate any OTB reports and am havin… -
Live Chat Chat with a member of our support team. There are agents available, with no expected wait.Content I am facing an issue while configuring chat with the application. Please find the screenshot and help me to resolve the issue.Deepak Bansal-116981 22 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Duplicate email address with Email Address Sharing disabledContent Hello, We have Email Address Sharing disabled, but still, we have a number of contacts with same email address (sent by API integration from a platform). The ema…
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Text prediction in chats/incidentsContent Hi everyone, This might be a long shot but figured I'd ask here to check. Our management staff is looking into the option of increasing agent performance by usin… -
Identifying Customers who click chat but do not submit.Content Are there any tables or data elements that I can use to create a report that would help us identify customers who click on a chat button and get the pre-chat lau…
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Mitigating bots in ChatContent We've seen a spike in bots entering chat from the same IP address - over 500 chat requests from the same IP asking for Price Adjustments in June 2018. Adding thi…Emily Marcelle 36 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Focus on Incdient when accept chatContent Hi All, I have an requirement to focus on incident workspace when Agent accept chat instead of chat workspace, I have searched in workspace but no Luck.Sathya Rajendran 37 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
No interface assigning to ChatsContent I created a report to check how many chats are getting abandon per day, i found that 90% chats are getting cancelled under No Value Interface, i just want to und… -
Setting Max Active Chat in AddInsContent Regarding setting 'Max Active Chats' from AddIn (via IChatSession interface). Latest OSvC versions ( 2017 and later) has a new setting 'Max Active Chats'. But we…
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CHAT SOAP API - Setting chat queue without Business RulesContent Hello guys, how are you doing? I am working with the CHAT SOAP API, using several chat queues and business rules in OSvC. My question is about the chat queue ass…Fernando Massunari 39 views 3 comments 1 point Most recent by Jessica Bradley-Oracle Communication Channels
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ConditionalChatLink - doesn't route properly. Ignores chat rules.Content Hi, We have chat rules in place to move chats to the correct profile. However, this doesn't happen as expected. Instead, the chat_data parameter on the chat laun… -
How do WeChat users exit the current chatContent When RightNow is accessed using WeChat, what is required when the customer wants to end the session? Version Service Cloud