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.
Communication Channels
Discussion List
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How do I add chat transcript scrolling to my chat workspace?Content My agents complain that they can't "keep their place" in the transcript while in the middle of typing a response, and the customer continues to submit dialog to …User_2025-01-28-05-44-49-224 46 views 3 comments 0 points Most recent by User_2025-01-28-05-44-49-224 -
Chat Message BasesContent I can't find out when/where these related chat message bases are being used: Key Standard AWAY_LBL Away CHAT_WITH_AGENT_HDG Chat with a Support Agent HAS_GONE_AB… -
EE condition for popup SPAC does not workContent Hi guys, We had a very simple EE rule to control SPAC. The expected behaviour is that SPAC invitation only pops up if the visitor has spent more than 30 secs on …
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Is it possible to get the Chat WS into the foreground?Content Hi, when an Agent accepts a Chat and he has another dashboard tab already open in the console, the Chat tab is not put in the foreground. So the Chat tab is visi…Clemens-Christoffer Meyreiss-Oracle 24 views 3 comments 0 points Most recent by Erica (Leep) Anderson -
is 'enable_availability_check' something that can be enabled for a subset of my queues?Content is 'enable_availability_check' something that can be enabled for a subset of my queues? Ex: I have one queue that wants the wait time per our configuration, but …
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Want to display disclosure message before chat launch page started from the syndicated widgetContent Hi All, is it possible to display Disclosure message before chat launch page in syndicated widget ? Ex : 1- Click on Chat launch link (Syndicated Widget) 2- one …User_2025-02-03-20-38-38-926 25 views 2 comments 0 points Most recent by User_2025-02-03-20-10-42-447
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Non agents available Custom PageContent Hi, related to this previous topic (https://cloudcustomerconnect.oracle.com/posts/407761f354). I have created a custom text for non working hours…
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Chat Status?Content Hi guys, We're looking at implementing RightNow chat to replace our current system and the first thing I have to demonstrate is whether we can implement a 'statu…
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Open a custom terms of use page before starting the chatContent Hello Everyone, My business team wants users to accept terms of use content for the chat before a chat session should start. I was thinking of throwing a custom …User_2025-02-03-19-31-25-718 22 views 2 comments 0 points Most recent by User_2025-02-03-20-10-42-447
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Instant Alert for Declined Chat?Content Hello, Is anyone able to figure a way to alert someone in real-time when a chat is declined by staff? Thanks. Nick
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Proactively asking user to chatContent Hi All, I want that user should be proactively provided an offer to chat if they spend more then specific time on a page. Is it through engagement engine. Any ex…User_2025-02-03-22-15-14-082 33 views 2 comments 0 points Most recent by User_2025-02-03-20-10-42-447
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Unavailable chat pageContent A client wants a custom page when no agents are available/ during non working hours. This page has to have some fields (name/phone/message) and a send button. Af…
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Chat Post MessageContent Hi, I'm customizing chat_landing.php page. About the Chat Post Message, I want to delete the text (not the entire widget) Type your message here, then click Send…
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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…
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Help with Chat Agent Event tableContent The chat agent Event table has the following values defined for Agent Event 1 - Log-on 2 - Engagement Request Sent 3 - Engagement Request Canceled 4 - Idle 5 - N…
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How to change Incident search report for Chat wrap-up?Content Hi, we use the option to let the Agent decide whether to create a new Incident, attach to an existing Incident or not create an Incident at all at the end of a C…Clemens-Christoffer Meyreiss-Oracle 37 views 2 comments 0 points Most recent by Jessica Bradley-Oracle
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Chat Transfer - Not Changing Greetings messageContent Hi, We have set different custom chat greetings message for each departments. When the chat agent transfer the customer's chat from department 1 to department 2,…
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Point to different chat queue at certain date and timesContent When a user completes the chat form and requests a chat session, we need it to point to a different chat queue between a certain time and date, how could this be…
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Chat transcript scrollingContent Is chat transcript scrolling preference specific to the agent? How can this be configured to match each agent's preferences? Version Service Cloud
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Co-browse functionContent Hi All, By using the cobrowse functionality,is it possible to see other sessions of the end user side. Thanks, Muthu
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Multiple Chat Sessions - Flash/Color Change issue in TABContent Hi, I will chat with multiple customers at same time. If I'm chatting with only only customer, then I'm not facing any issues here. But when I'm already chatting…User_2025-02-03-19-28-13-393 28 views 2 comments 0 points Most recent by User_2025-02-03-19-28-13-393
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How to Add an Answer Link to the CHAT_GREETING_MSGContent We would like add an answer link within the CHAT_GREETING_MSG but haven't been success in getting the link to appear. Version Nov 15
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Chat script security issueContent Hi, One of the Cloud pages is using the reactive chat widget and the issue is that when running the embedded chat script in our page, the chat script is includin…
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How to prevent missing an incoming chatContent Hi, Below is the requirement by one of our agents: "There are instances of Agents missing incoming Chats because the notification blinking is not disruptive enou…
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Chat form fieldsContent Hi, a customer only wants to include an optional first name field on the chat launch form. After reading documentation/some community threads I assume: 1) If you…
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Engagement Engine Proactive Chat widget "Question Label", "Accept button", and "Reject Button" text.Content Hi, We are implementing proactive widget for 13 different languages through EE. Within the EE we are setting the "Question Label", "Accept button", and "Reject B…
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unable to start cobrowse sessionContent We're trialling basic cobrowse capability during a chat session within CP. I have followed the user guide to create workspace and placed the cobrowse premium wei…
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Appending Chat Question in TranscriptContent Hi All, In the "chat launch" page, I have included "Question" field (which is actually incident.subject field). So the end user has to also enter the "Question" …
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Can we add a feature to an unsupported version of Service cloudContent I am on an old version of the Service cloud (Aug 2014), which is now out of support. We are not scheduled to upgrade this for a while (4-6 months), due to enviro…User_2025-02-03-22-31-45-990 5 views 2 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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Where to get the Widget ID for PAC within CP?Content Someone asked a similar question before but the answer was more for SPAC. I'm trying to figure out how to get Proactive Chat happening with the Engagement Engine…