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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Error while trying to access the Chat REST APISummary OSC-CREST-00006 while trying to access establishSessionsContent Hello, I am trying to create a Chat REST Client based on the documentation .However, I am getting…User_2025-03-10-22-22-43-573 88 views 4 comments 1 point Most recent by User_2025-03-10-22-22-43-573 -
How to use chat icons instead of ProductCategoryInputContent Hi, Currently we are using the ProductCategoryInput widget to initiate a chat. However we have a lot of categories in this list which has meant it has become unu… -
Upgrade site - chats going to wrong interfaceContent Hi, We are on 18B and upgrading to 18D. We have two interfaces. In production, at the moment, all chats on Interface A go to console A with Agent A. Likewise, al…
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Emailing direct to the Oracle mailboxContent Hi, The majority of email we receive is routed through our Exchange mailboxes which have forwarding in place to send on to the Oracle mailbox. We would like to g… -
Chats through the Genesys Media BarSummary Trouble getting Chats through the Genesys Media BarContent Hi, we are having difficulties getting chats through the Genesys Media bar. They come to RN (we can se…User_2025-02-03-16-51-39-328 39 views 14 comments 1 point Most recent by User_2025-02-01-08-41-00-820
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Chat Service Optimisation - IdeasSummary Chat Service Best PracticesContent Hi, We are looking into our chat performance and are finding some issue affecting it. Therefore, I was wondering if anyone wou…User_2025-02-03-16-51-39-328 33 views 2 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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Can a supervisor view an agents chat as it is happening?Summary Can a supervisor view an agents chat as it is happening?Content Hi, Let's say Agent A has a chat going with a customer. Can their supervisor view that chat as it…
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Is Oracle Autonomous Chatbot the same thing as VA?Content I saw this event coming up which doesn't mention VA however it sounds almost like VA has been renamed: https://eventreg.oracle.com/profile/web/index.cfm?PKwebID=…
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Chat links become encodedContent Hi, When an agent sends the customer a link, it's fully encoded and when a customer sends a link to the agent, the link also becomes encoded In fact, not only th…
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Cannot Make Product Required on Chat LaunchContent Hello, I have a requirement to route to different chat queues based on the Product selected. I have added the Product dropdown field to my chat launch form, but …User_2025-02-03-21-55-10-979 39 views 4 comments 1 point Most recent by User_2025-02-03-21-55-10-979
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Text prediction in chats/incidentsContent Hi everyone, This might be a long shot but figured I'd ask here to check. Our management staff is looking into the option of increasing agent performance by usin…
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How do WeChat users exit the current chatContent When RightNow is accessed using WeChat, what is required when the customer wants to end the session? Version Service Cloud
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Clickable Reference # in Chats?Content Hi everyone, Some of our chat agents brought up an interesting point. When working with incidents, ORN identifies reference numbers as links that allow the agent…User_2025-02-03-19-46-58-947 27 views 2 comments 1 point Most recent by User_2025-02-03-19-46-58-947
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ConditionalChatLink - doesn't route properly. Ignores chat rules.Content Hi, We have chat rules in place to move chats to the correct profile. However, this doesn't happen as expected. Instead, the chat_data parameter on the chat laun…User_2025-02-03-19-49-57-702 34 views 3 comments 1 point Most recent by User_2025-02-03-19-49-57-702
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CHAT SOAP API - Setting chat queue without Business RulesContent Hello guys, how are you doing? I am working with the CHAT SOAP API, using several chat queues and business rules in OSvC. My question is about the chat queue ass…
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How to create an incident ticket when the chat is routed to Virtual Assistant?Content Hi all, I've set up and configured Virtual Assistant for my OSvC site following the documentation. http://documentation.custhelp.com/euf/assets/devdocs/august201… -
MEDIUM TIME counting of chats agents.Content In our reports we have a column with the following expression: date_diff (chats.completed, chats.first_engaged) But this time-of-service information does not con…
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Proactive chat with pre-populated user detailsContent Hi, We need to initiate user chat on our application page with Proactive chat with pre-populated user details. Chat widget is available only for already logged i…
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Alerting to abandoned chatsContent Hi, I am wondering if anyone here is using an alert for abandoned chats? If so, what are you using as the exception? I am trying with chats.first_engaged IS NULL…User_2025-02-03-16-51-39-328 41 views 4 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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Getting Notified of Agent clicking Terminate ChatContent Hi, I'm looking to integrate Oracle Service Cloud with a BOT platform of my own wherein I'm using the Third Party Queue API. This integration is on many channels…User_2025-02-03-19-39-05-153 26 views 2 comments 1 point Most recent by User_2025-02-03-19-39-05-153
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Transfer Advanced Routing Chat but need new skillContent We have a bunch of skills routing into a single TechSupport queue. Agents get assigned chats based on their assigned skills. Works great! However, if a chat come… -
On submit update lauch page form fields data based on custom field valueContent Hi, I have a added custom field of datatype yes/no in the chat_launch page. On clicking the submit button, if the custom field value is yes then I need to replac…
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Chat AvailabilityContent Is there a way to have Chat set to show Available when an agent is maxed out (placing the customer in the queue), but Unavailable if zero agents are logged in? V…
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What is the priority of the Client in a queue transfer?Content When I transfer a consumer from my queue to another, does he enter as the first one to be served or wait for those who are waiting to be served? If he has to wai…User_2025-02-03-17-19-40-969 13 views 5 comments 1 point Most recent by User_2025-02-03-17-19-40-969
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Keywords in an abandoned chat.Content Hi, I am looking for a way to report on abandoned chats that have certain keywords in the question/customer thread. I have a report to show all abandoned chats, …User_2025-02-03-16-51-39-328 31 views 8 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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Process when agents are unavailableContent When agents are unavailable to chat for any reason (left desk, not logged in, on a call, etc.), is there a way to limit the queue time after checking for availab…User_2025-02-01-08-28-34-282 29 views 4 comments 1 point Most recent by User_2025-02-01-08-28-34-282
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Chat Launch Page Challenge QuestionContent Is it possible to ask a yes/no question on the Chat_Launch page that would launch chat for a no and redirect to another page with a different message? Scenario: …
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Chat avatar change for male and femaleContent Hi, I would like to see if possible to change the chat avatar based on the logged in user. I know it is possible to change the avatar image, but the new image wi… -
Routing chats based on Contact organisationContent I'm trying to configure chat routing based on the contact's organisation relationship. In the chat rules I have an 'if' condition that says "if Contact.Organisat…
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Chat avatar - change to male avatarContent On our current chat screen that is presented to our customers, the chat avatar next to the chat agent's name looks female. We'd like to be able to change that av…User_2025-02-03-18-33-43-372 22 views 3 comments 1 point Most recent by User_2025-02-03-18-33-43-372