To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
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Communication Channels
Discussion List
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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… -
Co-browse TrueView FeatureContent With the upcoming May 2015 release, co-browse users on V4 (November 2014 or later) will see a new feature called TrueView within the Agent Console. Check out thi…
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Not Your Parents’ Skills-Based RoutingContent Customers are increasingly visiting a company’s website first when looking for support, and companies are finding innovative ways to structure an optimal web sel…
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Feature Friday - Forward and Track Incident Internal ResponsesSummary: Incident can be forwarded to the peer(s) using the Forward functionality (sent as email) and responses can be tracked in the Incident threads. Any response to t…Premkumar Sabarinathan-Oracle 123 views 0 comments 3 points Started by Premkumar Sabarinathan-Oracle -
Merged: We invite you to attend a ⭐️ LIVE ⭐️ webinar to get started with your Oracle Cloud Applicat…This discussion has been merged. -
Use Inlays to embed B2C Service functionality directly into your web pagesSummary Inlays embed B2C Service functionality directly into your web pages for a better customer experience. Content With Inlays, your customers don’t need to navigate … -
Next Ask the Experts webinars to dive into "Chat Widgets" and "Chat Reporting"Content On behalf of the Oracle Service Cloud team, I'd like to invite you to participate in our next season of Ask the Experts webinar series. These webinars are a long… -
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 …User_2025-02-03-17-19-40-969 15 views 5 comments 3 points Most recent by User_2025-02-03-16-51-39-328 -
'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 … -
Chat layout in BUIContent We are getting ready to roll out BUI for our chat agents, but they have a few concerns about the look/feel of using chat in BUI. One of their biggest issues is t…
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Co-browse Session TransfersContent Question: Co-browse does not have the typical chat features to transfer, monitor, conference other agents into same session, right? Answer: Co-browse does not ha…
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Co-browse Remote Control NotificationContent I had a great email exchange with one of our Community members about Oracle Co-browse this week and wanted to share a couple topics that were raised that may be …
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Anyone using Chat internally?Content Hi I'm looking for anyone who might be using OSC Chat internally. We’re proposing to create something call Ask An Expert, based on on OSC chat. i.e. Retail agent…User_2025-02-03-18-15-27-888 15 views 5 comments 3 points Most recent by User_2025-02-03-18-34-45-277
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Co-browse Best PracticesContent Please download this white paper about best practices related to Oracle Co-browse, including guidance around planning, deployment, agent training and measuring s…
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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…
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Customising the CHAT_GREETING_MSG messageContent Hi! I'd like to change our current welcome message ("Hi, my name is . How may I help you?") to display the agent first name as defined by the staff account panel…
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Can we create PO on item based (of which PR is made of description based)Summary: There's a requirement from client where he wants to create PO based on items only if PR is created based on item description also. Scenario: PR is created using…
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Changing the audio notification for live chatContent Anyone know if it's possible for a user to change the audio (sound) notification they receive during live chats? It seems to be the same sound used for other sys…User_2025-02-03-16-44-50-817 32 views 6 comments 2 points Most recent by User_2025-02-03-16-44-50-817
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Chat rules | Routing chats based on chat's question contentContent Was developing a chat rule to route chats to chat queues based on value of question field and noted that chat.question field isn't available to selection in chat…
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Suggestions for Outlook integrationSummary Outlook Integration not supported in O365Content With Outlook Integration not supported in O365 and no plans to offer it, what are people doing to create a SR fr…User_2025-02-03-16-44-50-817 20 views 0 comments 2 points Most recent by User_2025-02-03-16-44-50-817
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Chat SOAP API errorSummary retrieve messages operation not workingContent Hi, I have made a request for retrieve message operation, but it shows an error (Transaction information couldn't …
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Change queue if no agents are availableContent Hi, We have rules in place to say if Cat A is chosen, go to Queue A. Cat B goes to Queue B. each queue has its own dedicated team (Profile A, Profile B) However,…User_2025-02-03-19-49-57-702 34 views 3 comments 2 points Most recent by User_2025-02-03-19-49-57-702
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Re-connect with same chat agentContent One of our supervisors posed an interesting question. We enable our customers on the phone to connect to the same agent on subsequent calls, if they provide an i… -
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… -
Opportunity to provide feedback on the next gen chat experience in OSVCContentGreetings! I wanted to reach out and let you know about an opportunity to provide feedback on the next generation chat experience in Oracle Service Cloud. I shoul… -
2 Types of Chat and 2 Chat HoursContent We currently have reactive chat in production 24/7 and we will soon launch proactive chat, however the hours for proactive will be 9am-9pm. Is it possible to con… -
Agents can lower their Max Chat SessionsContent Hi all, This issue causes some controversy among our various teams as agents can control the number of Maximum Chat Sessions they handle using the Communication …
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Engagement Engine: Supports a combination of SPA and non-SPA pagesContent I've been asked this question a few times and thought this information would be useful to the Community... SPA=Single Page Application Question: If our company h…
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When 2 Chats Are In Progress, Chat 1 Terminate Button is Greyed OutContent We are seeing an issue with agents who take 2 chats at a time. If the chat in tab 1 is finished before tab 2, the terminate button is greyed out and the agent is…
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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…