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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Assign a Chat in queue to an agent?Content Hello, Is it possible to assign a chat that is in queue to a specific agent? We have customers waiting to chat with us, but is it possible to 'jump the queue' by… -
How does call routing chat?Content I would like to understand how Chat routing works: Eg: We have a profile configured to meet 4 simultaneous calls, and I have 3 logged in operators available. The…User_2025-02-03-17-19-40-969 38 views 2 comments 1 point Most recent by User_2025-02-03-16-51-39-328 -
Chat spell checkContent Hi, In the chat Workspace, if I miss spelling a word I do get a red underline which is very nice, however, to see the correction options you cannot just right cl… -
Manage Emojis in Chat session (agent & customer side)Content Customer and agent could be share emoticon in the Chat conversation. - by chosing an emoji in a panel of most frequent emojis - or just typing :) and converting …
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Chat Live: Asset Field Not Insert In IncidentContent Hello Community!We are having a problem in the Right Now Customer Portal (Live Chat Section > chat_launch).When complete the form and send it, the chat screen op…User_2025-02-03-19-51-48-615 24 views 7 comments 1 point Most recent by User_2025-02-03-19-51-48-615
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When transferring chat - see "Specified Cast is not valid"Content Has anyone seen this message in Chat? Specified Cast is not valid It is happening when a few of our agents - happening randomly - attempt to transfer a chat to a…
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Co-Browse site blocking config fileContent Hi, I put together a basic xml config file to block a specific domain from co-browse visibility. Would anyone be willing to look at it for me to make sure I have… -
Keep ConditionalChatLink active when agents are unavailableContent Hi, I'm using ConditionalChatLink. It's a great widget but it's missing one feature by default, which is when all agents are busy chat link becomes unavailable. … -
how to open the chat survey in the same chat page after close the chatContent Hi , I like to open the chat survey in the chat page itself . I tried like this and chat rules as image attached. The survey is oepn in new window only not in p… -
Proactive Chat CSSContent Hi there- I am enabling the Proactive Chat widget through the Engagement Engine on our .custhelp page. First - it is such a different layout than the Syndicated … -
Display queue name in chat toaster pop upContent Hi All, I just want to confirm that it is not possible to display the chat queue name in the chat toaster popup message. I saw in a pervious post that adding ".n…
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How to fire "Copy Contact" for chats where no incident is created?Content We have established that for yet an unknown reason (investigating with Oracle Support), about 10% of all our chats do not get an incident reference # created. An…
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Chat Page – Name of the employeeContent Hi Community, the "Display Name" in the Account details controls the name of the employee who is to be displayed during e-mail communication and in a chat sessio…
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Proactive Chat floating popupContent Hi all - I have enabled Proactive chat through using the Engagement Engine. What do I need to configure in order to have the proactive chat popup appear as a flo…
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Remove terminate option from terminate or wrap-up pop upContent Kindly assist to remove the terminate button in terminate or wrap-up popup.Attached screenshots. Version V3
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Syndicated ProactiveChat widget not workingContent Hello, I'm trying to configure the syndicated ProactiveChat widget. Below is my code sample I have generated using the option available in customer portal. This …
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Looking for suggestions how to reduce chats which engage agents after the end-user has closed chatContent Hello! We're wondering if other chat users are having this challenge & if so do you have any tips how to mitigate the impact? An increasing number of chats where…User_2025-02-03-20-01-45-901 29 views 2 comments 1 point Most recent by User_2025-02-03-20-01-45-901
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chat always comes through as anonymous despite email, names etc. on the chat launch pageContent Hi there, Recently, I have come across this very weird issue where no matter what, the chat request from the chat launch page always come across as anonymous. On…
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Chat Sessions get DisconnectedContent Hi, We're having a problem around 1/6th of the time when we're using chat. We have a few agents being able to have a few sessions open up at a time to a possible… -
Chat monitor in real time?Content Hi guys, In an escenario, we have 2 profiles: ChatSupervisor & ChatAgent. The Supervisor is worried about the brand-speech and how the Agents are addressing the …
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How can I get co-browse stats for co-browse sessions via phoneContent I've found documentation online stating that co-browse reporting is available for phone and chat via the Agent console if Chat is enabled. However, the reports o…User_2025-02-03-20-29-17-872 44 views 6 comments 1 point Most recent by User_2025-02-03-20-29-17-872
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Integrated Co-browse on external website (not CP)Content Hi there, Could anyone be kind enough guide me on integrated co-browse (in OSC) on external website (Not CP)? I've gone through both the OSC online help and the …
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Chat sound / notification set at profile levelContent Is there a way to change/set the default Application Options at the "Profile" level? Specifically I'd like to change the default Communication Center option to "…
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How to add chat details with external web formContent Hi Everyone, i have a project where client doesn't want RightNow internal survey, they have their own survey which they want to use when chat disconnect, i can a…
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Variable Controls for Standard Texts?Content I'm wondering if there is the capability of creating variables that must be addressed before a representative can send that chat script to the customer? As an ex…
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Blocking People on OSCContent Hi, Is there an ability for a Sales Chat Agent to block a Chat Customer from requesting to Chat in the Service Cloud Chat Agent Console? Like the ability to “Bla…
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How to make the chat workspace pop to the foreground?Content I'm interested in knowing how to pop the chat workspace to the foreground in the following use case: when an Agent accepts a Chat and he has another dashboard ta…
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Question on Co-browse screen sharing capabilityContent Hi Experts, Could you please help me to understand the capabilities of co-browse in OSvC? Can co-browse allow sharing of entire desktop screen or is this just re…User_2025-02-03-19-24-48-785 26 views 10 comments 1 point Most recent by User_2025-02-03-23-55-43-518
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Chat Availability AlertContent Is there a way to create some type of Pop-Up Alert that could warn Supervisors that there weren't any available agents on Chat (during our regular business hours…User_2025-02-03-19-20-36-805 22 views 4 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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Chatbot feature from Oracle CloudContent Hi All, Whether Oracle chat is offering an API for making it possible to forward users messages and send an automatic reply to the user using a nodejs backend or…