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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Discussion List
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How can I add a custom button to the Live Chat UI in the Agent Browser UI in Oracle B2C RightnowHow can I add a custom button to the Live Chat UI in the Agent Browser UI in Oracle B2C Rightnow. -
Not able to find certain email templateSummary: Content (required): If someone is trying to update an existing incident with an email reply, where he is not the primary contact, B2C will disregard this email …B2C Service Support Customer Inquiry -Oracle 3 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Chat attachment preview shows wrong image during live chat sessionSummary: The customer has reported that, during live chats, the preview image for attachments is occasionally incorrect. For example, when uploading the first and last p… -
May 21 upcoming webinar: The Future of Customer Experience: Product Strategy Statement of DirectionWe believe 2025 is a line in the sand for customer experience. Envision a world where: Customer experience transcends front (sales, service, marketing) and back-office d…Elise Hymes - Oracle CX-Oracle 14 views 0 comments 0 points Started by Elise Hymes - Oracle CX-Oracle -
Create system notification for agent when customer sends a new chat messageSummary: Whenever a new chat message came from End-User in B2C Service, Agent Desktop icon will blink to notify the Agent. This behaviour is not available in Agent Brows… -
business rule is not hitting even if the conditions met for an incidentI have created a business rule in initial state and in progress state for calling a function. But both rules are not hitting even if the conditions met. If I remove the …
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Replies to forwarded incidents are added to the thread as customer entriesSummary: We frequently forward incidents (using the forward button) to internal non-OSC staff so they can assist. When the non-OSC staff replies, their response is added… -
with email rules could we distinguish between a new query and a replySummary: Im new to working with email rules. I want to be able to tell the difference between a new query, and a reply to an existing/previous query. I cant see any opti…
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Hi All,Summary: We have implemented the ODA with live chat using an embedded service, in the visual builder there are no automatically generated application, which required dep…
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Chat file attachment options through REST APISummary: Available options for allowing customers to send attachments via chat Content (please ensure you mask any confidential information): One of our client's chatbot…
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Whatspp video call feature with chat live agent ?Hello everyone, We have integrated the live agent with WhatsApp in Oracle B2C, and we are exploring whether it's possible for customers and live agents to make video cal… -
Oracle Customer Excellence Awards - Nominations are OpenYou’ve done incredible work. Now you deserve the recognition. The Oracle Customer Excellence Awards celebrate the very best of business innovation, showcasing how organi…Elise Hymes - Oracle CX-Oracle 25 views 0 comments 0 points Started by Elise Hymes - Oracle CX-Oracle
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chat duration alertSummary: We would like to flag chat durations to agents when a chat has exceeded a specific duration. For example if a chat has exceeded 10 minutes an on-screen alert co…
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How to block contacts from being createdSummary: How to block contacts from being created from the "Ask A Question" page Content (please ensure you mask any confidential information): I have had hundreds of sp…
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End of Chat Survey Page to Appear within Chat Landing PageFor a chat opened from the Oracle B2C Service customer portal chat_landing page, the end of chat survey (configured via rules) can be opened only in a new browser page a…
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Problems configuring queue routingSummary: I need to route chats from a specific site to a certain queue in RightNow. Content (required): I read the Oracle Service Cloud_Popular Business Rules in Engagem…B2C Service Support Customer Inquiry -Oracle 45 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Assistance Needed for Chat Routing to Overflow AgentsSummary: I’d like some clarification on how we can route chats to available agents when the primary agent is at full capacity. Content (required): Here’s the setup I tes…B2C Service Support Customer Inquiry -Oracle 45 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Customizing OIT Config FilesSummary: What parameters do I need in OIT Config Files to enable attachment and edit queue? Content (required): Hello, How do I configure the Queue ID and enable attachm…B2C Service Support Customer Inquiry -Oracle 45 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Is there a way to add Chat fields to Incident WorkspaceSummary: Add chat fields to Incident Workspace Content (please ensure you mask any confidential information): Id like to add the chat termination event to the incident d… -
Will other channels be available in Oracle Messaging for SMSSummary: I have enabled Oracle Messaging and currently the only channels available are Facebook, WeChat and SMS (but only through Twilio). It has been mentioned that oth…
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winmail.dat fileSummary: Content (required): We are receiving incidents created from email with winmail.dat file. Version (include the version you are using, if applicable): Code Snippe…B2C Service Support Customer Inquiry -Oracle 44 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Web Chat for Services (WCFS)Hi. I am configuring WCFS and the basic Chat is working. I am trying to do some branding/customization and appreciate any help on this. The Chat Icon is appearing on the…
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No access to CP CoreApiWe have Email Address Sharing enabled in our side and thus we need to be able to modify the Logic by which Oracle selects a Contact when a not logged in user starts a ch…
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Blocking internal users from using a mailbox intended for external users.Summary: Block incoming message to allow users to use the correct mailbox Content (required): We have created unique mailboxes for our internal contacts as well as mailb…B2C Service Support Customer Inquiry -Oracle 73 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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How to hide specific category in inlaychatHi All, I want to hide specifically two categories from inlaychat category drop down, kindly share the solution/document. I have already tried the below document,seems t…
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Chat conversation via emailSummary: How to email chat conversation from standard chat or Web Chat For Service Content (required): Is there a way that the user gets the chat transcript by email, ei…B2C Service Support Customer Inquiry -Oracle 62 views 2 comments 0 points Most recent by Petra Bikkembergs - Oracle Product manager DCS-Oracle
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Are there any AI-powered features available for web chat in the latest release of CX CRM?Summary: Just want to know to integrate the AI feature in CX CRM(rightnow) web chat, if the feature is available please any one share the documents. Content (please ensu…
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How to add button to near add a response/add a private note/ add customer entry in incidents screenCan we add a button near add to response. If we click on the button, it should be able to perform actions related to the SMS integration where the communication is sent …
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DMARC ImplementationSummary: Content (required): We have implemented SPF and DKIM and now we are looking for DMARC implementation Version (include the version you are using, if applicable):…B2C Service Support Customer Inquiry -Oracle 51 views 2 comments 0 points Most recent by Venk Kudire- Support-Oracle
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End-user email response is coming up as attachmentSummary: Content (required): Some client response are coming in the form of an attachment rather than a normal message in incident thread. We wanted to know the size lim…B2C Service Support Customer Inquiry -Oracle 41 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle