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Communication Channels
Discussion List
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Custom Validation on Chat FormContent Hi, What I am trying to achieve without success is the ability to initiate chat only when certain conditions are met. In particular, I have added a custom requir… -
Chat agent statistics.Content I made a report that brings various information about the chat service, detailing chat to chat. In this report I would like to include a column with the date inf…
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Change chat message when a customer has been transferred?Content At the start of a web chat standard text pops up saying something along the lines of "Thank you for using web chat you're speaking to Jo how can I help you today…User_2025-02-03-19-49-57-702 70 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328
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Live Chat is always unavailable in the pages which has CustomizationContent Dear All, As subject described, Live Chat is always unavailable in the pages which has Customization. For the pages which don't include the customization, the li… -
Help - How do i devide in a report?Content Hi, I'm trying to get add average response time to my chat transcripts report, I cant find a field for this so think I'm going to have to make a customer field. …User_2025-02-01-08-49-11-455 24 views 4 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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How to export Chat Event Details (chat_events.data_str) programmatically (via API)?Content Hi all, Is there a way to export the ChatEvent Details programmatically? I looked up the REST API for Chat service (https://docs.oracle.com/en/cloud/saas/service… -
How to create an incident ticket when the chat is routed to Virtual Assistant?Content Hi all, I've set up and configured Virtual Assistant for my OSvC site following the documentation. http://documentation.custhelp.com/euf/assets/devdocs/august201…
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Customizing syndicating proactive chatContent Is it possible to customize the proactive chat widget? If yes, how would you put the customized proactive chat widget on the page vs the "out of the box" proacti… -
Route Chat calls to another queue automaticallyContent I have a Profile A that wiht Queue A, but when there are no more agent sessions available I would like to direct the calls to Profile B. How can I do this?User_2025-02-03-17-19-40-969 22 views 2 comments 0 points Most recent by User_2025-02-03-17-19-40-969
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Syndicated Chat not showingContent Hi All, I am facing issue in configuring the SPAC widget, I am getting the below error in console. Error: index.jsp:1 The SSL certificate used to load resources …
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MEDIUM TIME counting of chats agents.Content In our reports we have a column with the following expression: date_diff (chats.completed, chats.first_engaged) But this time-of-service information does not con…
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Limit Chat entry per XX minsContent Is there a setting/way of limiting the number or times a customer may enter chat within XX minutes? We've got former employees hosing up our chat volume by enter…
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Replace chat request coming in OSvC agent desktop to Siebel application.Content Hi Gurus, We have a requirement where we want to keep RN Chat in Siebel application. When chat is initiated it comes up as a request on the Oracle Service Cloud …User_2025-02-03-21-38-01-427 22 views 5 comments 0 points Most recent by User_2025-02-03-21-38-01-427
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Video Chat availabilityContent Hi All, We are planning to add Video chat capability for our agents and wondering whether this feature is available. We are on 17D and have not switched on to Br…
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Creating a Conversation Thread via SOAP APIContent Hi there, I am using the Custom Chat Interface API and would like to create a Conversation Thread with Inbound and Outbound messages using the PostChatMessage En…
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Getting Notified of Agent clicking Terminate ChatContent Hi, I'm looking to integrate Oracle Service Cloud with a BOT platform of my own wherein I'm using the Third Party Queue API. This integration is on many channels…User_2025-02-03-19-39-05-153 26 views 2 comments 1 point Most recent by User_2025-02-03-19-39-05-153
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Avoid creating customer contacts from chatContent In my case Customers and Non Customers can access to the chat service, but i don't want that if one Customer access for first time (or qith another email that i …
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Engagement Engine rule fires but doesn't offer Syndicated Proactive ChatContent Hi – having problem where the Engagement Engine rule does not offer Syndicated Proactive Chat from an external site like it’s supposed to - the inspector view & …
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Video Chat Readiness White PaperContent Are you thinking about Video Chat for your contact center? It can be an easy, cost-effective way to communicate and collaborate with customers in a way that's bo… -
Engagement Engine Syndicated Proactive Chat Via Native Mobile AppContent Is it possible to use Engagement Engine to control popping proactive chat offers via our Native Mobile App? We currently use Engagement Engine to control proacti…
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Chat Media Bar MissingContent Good day all, When adding newly trained agents to our Chat profile, the media bar doesn't display in the upper right corner. New agents are being added to an exi…User_2025-02-03-18-37-16-855 33 views 6 comments 0 points Most recent by User_2025-02-03-18-37-16-855
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Syndicated Chat RoutingContent I am currently on August 2014 version and will soon upgrade to May 2016. I am attempting to setup a syndicated chat widget. . I have it working, but it keeps rou… -
Chinese And Korean Chat forms - Last name appears before First nameContent We have out Chat implemented on various languages. We have observed that the Chat Launch Form shows the Last name before the First name in Chinese and Korean Lan…
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Set agent available via API to take a chat in queueContent Hi, We've been looking at SOAP Chat API documentation and it seems SetAgentState has been disabled. Here is the scenario: 1. Customer clicks on chat link and ent…User_2025-02-03-17-32-15-972 34 views 7 comments 0 points Most recent by User_2025-02-03-17-32-15-972
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Chat & Co-browse : Mobile appContent Is there a possibility to have a proactive chat on native mobile app (not HTML5) using RN? We have a use case where a prospect needs a small chat pop up in the s…
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Need a way to conference into a queue instead of picking a specific agentContent Hi, We have a requirement where the chat conference needs to be routed to a queue instead of single agent. I am not sure whether there is any built in functional…User_2025-02-03-19-25-28-008 35 views 3 comments 0 points Most recent by User_2025-02-03-19-25-28-008
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How to mantain the same session opening other tabs of the website?Content Hi all, We are implementing the Oracle Right Now chat using the chat widget. Currently, the chat opens in a separate window from which it was invoked, however, I… -
Dropdown list missing in agent Co-browse ViewContent I searched through forums to see if this is an issue or an expected browser behavior, but when we use cobrowse and if a customer select a dropdown field, the age…
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Modifying the expire days for Proactive nochat cookieContent Hi All, We enabled proactive chat for one of the interface and based on the few posts in the community I observed below points for proactive chat * If a chat is …
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Multiple Co-browse sessions.Content Hey everyone! I would like to know if I can two or more Co-browse sessions when are using different chat sessions? Same agent attending two or more customers are…