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    Jessica Bradley
    Guidelines for deploying Syndicated Chat Widgets
    Topic posted June 30, 2015 by Jessica BradleyGold Crown: 30,000+ Points 
    1127 Views, 4 Comments
    Title:
    Guidelines for deploying Syndicated Chat Widgets
    Content:

    Here is some helpful information regarding Chat Widgets and where each type of widget can be deployed:

    • CP widgets (CCL & PAC) should be deployed on CP pages.
    • Syndicated widgets (SPAC, SCCL) should be deployed on non-CP pages (external pages).
    • Syndicated widgets (SPAC, SCCL) are not designed to be deployed on CP pages.

    What are the different widget types?

    • CCL: Conditional Chat Link, referred to as the CCL, is a standard-CP chat widget that can be used to place a link to chat or a chat button onto a CP page
    • PAC: Proactive Chat, referred to as the PAC, is a standard-CP chat widget that can be used to place an invitation to chat onto a CP page
    • SCCL: Syndicated Conditional Chat Link, referred to as the SCCL, is a syndicated chat widget that can be used to place a link to chat or a chat button onto a non-CP page
    • SPAC: Syndicated Proactive Chat, referred to as the SPAC, is a syndicated chat widget that can be used to place an invitation to chat onto a non-CP page

    What does ‘syndication’ mean?

    • For the Oracle Service Cloud Chat solution, syndicated widgets are those used on non-CP pages
    • In our instance, syndication refers to a relationship between two websites where one website is providing information (transmitting site) and the other website is displaying information (receiving site). For the receiving website, content syndication is an effective way of adding greater depth and immediacy of information to its pages, making it more attractive to users. For the transmitting site, syndication drives exposure across numerous online platforms
    • For example: For an Oracle Service Cloud site associated with “Acme, Inc.”, the transmitting site would be http://acme.custhelp.com and the ‘receiving site’ (i.e. the one where the SPAC offer is displayed) is http://www.acme.com

    What is the difference between a CP and a non-CP page?

    How do I know if a page is CP or non-CP?

    • Add /ci/about to the end of the URL and if RightNow Customer Portal information is shown, this is a CP page
    • Add /ci/about to the end of the URL and if you receive an error (ex: 404/page not found), this is a non-CP page

    Are there guidelines for when to use the different chat widgets?

    • For CP2 sites, the Engagement Engine can be used to deploy the SCCL or SPAC widgets on non-CP pages (external pages)
    • Syndicated widgets are not designed to be deployed on CP pages
    • For CP2 sites, the Engagement Engine cannot be used on CP pages with CP2 CCL or PAC widgets
    • Non-syndicated Widgets (CCL & PAC) should not be deployed on external pages
    • Moreover:
    1. If a company is on CP2 and wants to deploy chat on
      • https://cx.rightnow.com/app/answers/list (a CP page) then the EE cannot be used to deploy the CCL and/or PAC widgets; the CCL and/or PAC must be deployed in the legacy fashion
      • https://cx.rightnow.com/app/answers/list  (a CP page) then the EE cannot be used to deploy the SCCL and/or SPAC widgets; syndicated widgets should not be deployed on CP pages
      • www.oracle.com (a non-CP page) then the EE can be used to deploy the SCCL and/or SPAC widgets
      • www.oracle.com (a non-CP page) then the EE cannot be used to deploy the CCL or PAC widgets; CCL and/or PAC should not be deployed on non-CP pages
    2. If a company is on CP3 and wants to deploy chat on
      • https://cx.rightnow.com/app/answers/list  (a CP page) then the EE can be used to deploy the CCL and/or PAC widgets
      • https://cx.rightnow.com/app/answers/list  (a CP page) then the EE cannot be used to deploy the SCCL and/or SPAC widgets; syndicated widgets should not be deployed on CP pages
      • www.oracle.com (a non-CP page) then the EE can be used to deploy the SCCL and/or SPAC widgets
      • www.oracle.com (a non-CP page) then the EE cannot be used to deploy the CCL and/or PAC widgets; the CCL and/or PAC must be deployed in the legacy fashion

    Comment

     

    • Alexander Heinze

      Hi Jessica,

      thanks for the clarification. In the past (until Feb15) - though it was obviously not supported - I have used a combination of <Inject DIV> plus the SPAC widget to display a nice-looking invitation (image plus message) on CP pages. Since this doesn't seem to work anymore (and is not supported) what do you suggest to achieve the described behavior? I think the acceptance of the non-modal graphical invitation is better than a modal Yes/No dialog.

      Thanks.

    • Jessica Bradley

      Hi Alexander - Doing some research on this for you. -Jessica

    • Robert North

      Hello,

      Is it necessary to use the engagement engine to deploy the Syndicated Proactive Widget on a non-CP site? i.e. can the pro-active chat widget be deployed without the use of engagement engine?

      Thanks

      Rob

    • Andy Johnson

      Hi Jessica,

      Many thanks for the info.

      Can you provide any links to information on how to deploy the CCL widget within an FAQ? Is this considered good practice?

      Andy