Category 272
Discussion List
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Not consider Email history for specific mailboxes configured in systemHello, We have a mailbox configured in system that allow the automatically creation of SR, raised proactively by internal users in name of the customer. Nevertheless, in… -
Chat Transfer to Queue with Unavailable AgentsContent Looks like delivered functionality does not allow chat to be transferred to a queue if that queue has active but currently unavailable agents. Any idea on how to…User_2025-02-03-17-11-16-647 32 views 7 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
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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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… -
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 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…Sharon O'Malley 57 views 1 comment 0 points Most recent by Laura Rizea-Support-Oracle Communication Channels
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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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Chat File attach - Agent to customerContent Hi Has anyone implemented functionality for a chat agent to upload a file to a customer? We have the customer to agent upload but have had a request for agent to…User_2025-02-01-08-57-32-379 83 views 3 comments 0 points Most recent by Petra Bikkembergs - Oracle Product manager DCS-Oracle Communication Channels
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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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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…Satheesh_sathiz 64 views 1 comment 0 points Most recent by Laura Rizea-Support-Oracle Communication Channels
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Color of Chat Inlay ButtonSummary: Content (required): I am trying to change the color of the chat inlay button using "data-oit-theme-vars": {"brandColor": "#65a11b "}. I have no color theme sele…
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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…Satheesh_sathiz 83 views 2 comments 0 points Most recent by Chandhirasekaran "Chandhru"-Oracle Communication Channels
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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 …User_8XWB9 81 views 3 comments 0 points Most recent by Steve Garvert-Support-Oracle Communication Channels
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Need insights on what all documents can be supported in Oracle Business NetworkNeed insights on what all documents can be supported in Oracle Business Network
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Retiring of Oracle Social Network from update 24C.We have been using the Oracle Social Network from 2022, and we have been notified that this will be retired in update 24C and will be integrated with MS Teams . We have …
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Best Practices for Handling SMS in Oracle Service CloudWe are currently using Oracle Service Cloud and are looking to streamline our SMS communication process with customers. Specifically, when a customer sends an SMS with a… -
Possible BUI Live Chat box bugSummary: Hi there, I already have a ticket raised for this but want to see if anyone has encountered this before. Some of our users (not all) are experiencing some forma…
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Web Chat for ServiceSummary: I have a few questions about configuring WCFS that I cant find in the documentation. Content (required): Can I change the launch button? The default is a square…Kim Dante 145 views 8 comments 1 point Most recent by Petra Bikkembergs - Oracle Product manager DCS-Oracle Communication Channels
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web chat for service and custom fieldSummary: I am not able to set a custom field in web chat for service. I have a menu type field called pro_chat_page and WIE is one of the choices in the menu selections …
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Oracle Messaging contact lookup customizationSummary: Oracle messaging is enabled and was able to configure SMS through twilio. chat is generating and redirecting to B2C service cloud without any issue . how do we … -
send response from multiple mailboxesHello Admins, We're encountering an issue with outgoing correspondence in OSvC. Currently, we have two inboxes connected to the Service Cloud, both operating via SMTP. A…
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Maximum Active Chats - BUI setting - how to display on report?Summary: Maximum Active Chats - BUI setting - how to display on report? Content (required): How to display selected value on report? Version (include the version you are…
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How to change "Object Workflow Notification: " from a bell notification triggered by object workflowWe are using object workflow to trigger the bell notification and want to change the notification name to a meaningful name like "Opportunity Notification" or "New Assig…Flor Vincent 62 views 3 comments 0 points Most recent by Steve Garvert-Support-Oracle Communication Channels -
How to change contact associated with chat?Summary: How can I change the contact id on a historical chat? I can find chat details via a report, but I am not allowed to inline edit the associated contact id to cha…