Communication Channels
Discussion List
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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… -
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 -
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…User_2025-02-03-17-19-37-172 32 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
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…User_2025-02-03-20-25-38-604 11 views 3 comments 0 points Most recent by User_2025-02-03-20-25-38-604 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…User_2025-02-03-20-25-38-604 44 views 3 comments 0 points Most recent by User_2025-02-03-19-25-42-606 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…User_2025-02-03-19-33-30-493 23 views 4 comments 0 points Most recent by User_2025-02-03-19-33-30-493 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…User_2025-02-03-19-39-14-556 26 views 2 comments 0 points Most recent by User_2025-02-03-19-39-14-556 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…User_2025-02-03-20-25-38-604 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…User_2025-02-03-20-25-38-604 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…User_2025-02-03-20-25-38-604 30 views 5 comments 1 point Most recent by User_2025-02-03-20-25-38-604 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,…User_2025-02-03-16-19-22-504 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…User_2025-02-03-20-25-38-604 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 …User_2025-02-03-20-25-38-604 23 views 2 comments 0 points Most recent by User_2025-02-03-19-49-46-476 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…User_2025-02-03-20-25-38-604 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…User_2025-02-03-16-19-22-504 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…User_2025-02-03-16-58-28-251 37 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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User_2025-02-03-19-52-32-319 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…User_2025-02-03-17-19-37-172 37 views 14 comments 0 points Most recent by User_2025-02-03-17-19-37-172 Communication Channels
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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…User_2025-02-03-20-13-40-492 23 views 2 comments 0 points Most recent by Nisar Communication Channels
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Engagement Engine Rule not executing as expectedContent I am checking the value of a javascript variable, text variable and the rule is working on our development site but does not work in our production site. Is ther…User_2025-02-03-21-57-31-550 23 views 3 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Chat Close SurveyContent Hi , I have some requirement related to chat . When chat get close either from customer side or Agent side , i want send survey to customer . Please tell if that…Komal Mutreja 24 views 2 comments 0 points Most recent by User_2025-02-03-22-20-20-973 Communication Channels
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Engagement Engine presentation from Wisconsin User Group meeting February 25thContent Thanks to MATC for hosting the WUG gathering on Tuesday! Attached is the presentation I took you all through regarding the new Proactive Engagement Engine found …Josh Dodge-125559 26 views 1 comment 0 points Most recent by Josh Dodge-125559 Communication Channels