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Communication Channels
Discussion List
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Agent First Name Variable in Chat Standard TextContent Hello, Is there a way to have just the agent's first name in a chat Standard Text variable? There are a variety of end-user name options. The only options for ag… -
Option available after wrap-up a chat sessionContent Hi All, Scenarios: User chat with agent and then click disconnect or close the window. Agent got 2 options either to terminate the chat session or wrap-up. If ag…
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ICB Co-Browse and image serverContent We are using ICB co-browse but some images are not showing up in the co-browse. We think this may be because the images are supplied from a content engine / imag… -
proactively chatting with a specific customer.Content My customer previously used Live Person for "proactive" chat on their external websites. They miss the ability to see parameters about specific end users visitin…
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Chat Transfer issues with Advanced RoutingContent Hi, We have the below setup 1. 13 different language interfaces 2. Advanced Routing / Queues for Chat Routing [Skill Based] 3. All Staff account scored for Produ… -
Chat Notification SoundContent Is it possible to change chat notification sound in desktop agent? Please suggest. Version May 2015
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Rightnow Chat ImplementationContent Am on a new RightNow implementation project that involves chat alone, so customers can chat with agents. As a result there is no need to give customers access to…
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Automatically terminate a chat after wrap up session.Content I've found that there is an issue with the way the enhanced console deals with the wrap up>terminate chat/incident process. This allows agents to abuse wrap up t… -
Skill based chat routing - Advanced RoutingContent We are trying to implement Advanced routing for Chat in our Service cloud instance. Oracle has confirmed that they have enabled Smart Interaction Hub (SIH) for o…
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Customizing Chat GreetingContent Hi Everyone, I am attempting to customize our Chat Greeting to include the text that the customer types in on the Launch URL. At this time, fills in our agent's…
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Syndicated Proactive Chat widget on mobileContent Hi, Apologies to duplicate my post from the developer forum (https://cloudcustomerconnect.oracle.com/posts/9b054f41ff), but may be some masterminds in the user f…
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Getting Disconnected while active on a chatContent Does anyone else experience their agents getting disconnected, often when actively in the middle of a RightNow chat? The agents will notice the 3 Green connectio…User_2025-02-03-17-36-32-317 39 views 4 comments 1 point Most recent by User_2025-02-03-22-16-06-242
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Syndicated Chat Agent availability issue.Content Hi All, We have a scenario where we have 2 queues. First queues chat comes from CP page. Second queues chat comes from syndicated chat. And we want the queues to… -
Send chat transcript to end-user. SharePoint chat launchContent Hi everyone, We currently use chat only as a type of "help desk", and only internally between our customer service representatives and our more experienced agent…
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Chat agent availability controlsContent Is there a way to have the availability change to unavailable after a certain period of time if for example and agent walks away from their desk? OR Is there a w… -
Co-Browse launched but not startingContent Hello everyone, We are currently trying to use the Co-Browsing built-in feature but it's not working. The issue behaviour is as follow: * We send a Co-Browse req…
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Advanced routing for Chat based on product fieldContent Hi All, Requirement: We are trying to setup advanced chat routing to skilled Agents based upon the product selected by the customer on the CP Chat Launch Page. S…
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Syndicated Chat Widget QuestionContent We are using the syndicated chat widget (see code below) RightNow.Client.Controller.addComponent( { chat_login_page_height: 610, chat_login_page_width: 460, cha…User_2025-02-03-20-25-38-604 30 views 5 comments 1 point Most recent by User_2025-02-03-20-25-38-604
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Page Peek not working (HTML5 issue?)Content Hi, recently we started exploring the Page Peek option. After enabling the page peek through the Engagement Engine the script is running on a test site. However,…
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Chat Session Timeout for idle customerContent What is the default chat session timeout if a customer does not respond? How can we set a custom timeout and timeout message in case a customer does not respond?
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Unwanted Chat Customer !!Content Hi, We have a contact who keeps requesting standard chats (via a mobile) multiple times a day but never engages. (over 165 chats in a 4 week period!) We have tri…User_2025-02-03-17-04-36-821 50 views 2 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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Page PeekContent Hi all, Page peek shows the agent (in a context of a chat session) a snapshot of the page the customer was in when he requested the chat. Does this work only for…
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Controling when Chat Transcripts are sent.Content Hi, New to this so I hope that this question is not too basic, however currently, chat transcripts are automatically being sent at the termination of a chat. Wha…User_2025-02-01-08-44-37-989 18 views 4 comments 1 point Most recent by User_2025-02-03-17-20-30-666
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Chat Survey within Chat Window?Content This used to be an option within the product, but I'm not sure if it's still avaiiable. Can we pop a chat survey in the chat window rather than opening in the br…User_2025-02-03-17-00-01-723 44 views 7 comments 1 point Most recent by User_2025-03-07-01-32-42-212
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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.
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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 4 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 15 views 0 comments 0 points Started by Elise Hymes - Oracle CX-Oracle -
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…