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  • Mike Hales
    Anyone using Chat internally?Answered55.0
    Topic posted June 8, 2016 by Mike HalesRed Ribbon: 250+ Points, tagged Chat 
    Anyone using Chat internally?


    I'm looking for anyone who might be using OSC Chat internally.

    We’re proposing to create something call Ask An Expert, based on on OSC chat.

    i.e. Retail agent has question from customer they don’t have an answer to, reaches out online through OSC to request a chat to an expert (chat routed using rules based in Engagement Engine and question category selection filters the “experts” to whom the question is proffered. Expert accepts chat (chat captured as incident in OSC), resolves issue = everyone happy.

    Would love to connect with anyone working this way on anything similar

    Oracle Service Cloud August '15
  • Joel Gomez
    Avoid creating customer contacts from chatAnswered1
    Topic posted May 11, 2018 by Joel GomezRed Ribbon: 250+ Points, tagged Chat 
    Avoid creating customer contacts from chat

    In my case Customers and Non Customers can access to the chat service, but i don't want that if one Customer access for first time (or qith another email that i don't have in the database) generates a new contact row, i want to force agents to associate this new email to an existing contact row.

    Does anyone knows if there's a configuration to avoid auto generate new contact row?

    Ps. I Load all my new customers with all the info with an automated process.



    Service Cloud
  • Michelle Brusyo
    Best Practices for Co-browsing During Chat Interactions5.0
    Topic posted June 29, 2015 by Michelle BrusyoGold Medal: 3,500+ Points, tagged Chat, Co-browse 
    Best Practices for Co-browsing During Chat Interactions

    When a customer is having trouble finding or doing something online, such as completing a purchase or utilizing self-service tools, it can often be easier for an agent to help him if he can see the customer's screen in real-time in order to understand the problem and guide the customer through to a resolution. Co-browsing technology makes this possible by creating a screen sharing experience that's extremely fast to launch, universally compatible and built for customer privacy and security. Co-browse can be used during both voice and chat interactions, enabling agents to provide faster and more accurate help in the customer's channel of choice.

    There are some considerations specific to co-browsing during a live chat interaction, and some best practices that can help optimize this process to ensure efficiency and a positive customer and agent experience.

    1. Know when to use Co-browse

    Make sure your agents know when to use Co-browse versus other tools that may be in their Live Chat ***. For example, Page Peek and Visitor Browser History can often give the agent enough information and context to fully understand the customer's issue and provide assistance without starting a co-browse session. However, when the agent needs more information about what the customer is experiencing on the website or mobile application, he can use Co-browse to have a shared view with the customer in real-time. Co-browse should also be used for situations where the agent needs to walk the customer through a process or show him where to find information versus explaining how to do these things via text. This can save a great deal of time when working through complex issues with a customer.


    2. Use well-thought-out canned messaging to suggest co-browsing

    Think through the use cases where co-browsing with customers might make sense and craft clear and concise messaging that agents can use to suggest a Co-browse session. For example, "I could help you better if I could see your screen..." and "Your privacy is extremely important to us. During our screen sharing session, I will only be able to see..."  Have your legal team review this messaging and all standard text related to the co-browsing experience.


    3. Keep co-browse interactions on a 1-to-1 level

    When co-browsing with a customer, an agent should avoid taking multiple chat interactions. The Co-browse experience requires constant attention from the agent in order for him to see what the customer is doing and work with the customer through a problem or question. Handling multiple chats while co-browsing is difficult and weakens the experience for the co-browsing customer.


    4. Make sure the customer knows that the chat session will continue during co-browsing

    This can be addressed via the canned messaging related to co-browsing, but it's important to ensure that the customer knows to continue communicating via the chat window during a Co-browse session. This will help avoid instances where the customer mistakenly closes the chat window.


    5. End the co-browse session before ending the chat session

    Another standard message agents should have available is an alert to the customer that the agent has ended the Co-browse session. This should always be done and confirmed before the chat sessions is ended. Customers also have the ability to end a Co-browse session at any time, but to ensure a positive experience it's important to communicate to the customer that his or her screen is no longer visible.


    By following these best practices, co-browse can be a powerful enhancement to the chat channel, increasing first contact resolution rates, reducing chat handling time for complex issues, and driving customer satisfaction.

    Do you have any suggested tips or best practices to add? Please share in the comments!

  • Janusz Jasinski
    Can a supervisor view an agents chat as it is happening?Answered15.0
    Topic posted October 19, 2018 by Janusz JasinskiSilver Crown: 22,500+ Points, tagged Chat 
    Can a supervisor view an agents chat as it is happening?
    Can a supervisor view an agents chat as it is happening?


    Let's say Agent A has a chat going with a customer. Can their supervisor view that chat as it is happening? If so, how would we go about enabling this?



  • Nathan Gearhart
    Cannot Make Product Required on Chat LaunchAnswered45.0
    Topic posted September 19, 2018 by Nathan GearhartRed Ribbon: 250+ Points, tagged Chat 
    Cannot Make Product Required on Chat Launch


    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 I can't get it to be required.  This field must be required, because with my new rules in place, when I test with no Product selected I am routed to the Default Chat Queue.

    Here is the string:

    <rn:widget path="input/ProductCategoryInput" name="Incident.Product" required="true"/>

    I have tested and am able to make every other field on my launch page required.  The only difference seems to be this widget path, "input/ProductCategoryInput" rather than "input/FormInput".  

    Service Cloud Chat 17D
  • JJ
    Change chat message when a customer has been transferred?Answered1
    Topic posted July 4, 2018 by JJ Bronze Crown: 15,000+ Points, tagged Chat 
    Change chat message when a customer has been transferred?
    At the start of a web chat standard text pops up saying something along the lines of
    "Thank you for using web chat you're speaking to Jo how can I help you today?".
    If we then transfer a chat to another person/ queue, the same message comes up. Is it possible to set something up so the redirected greeting says something like
    "Thank you for using web chat. Please allow me a moment to read through the history of this chat so i can assist with your query"
  • Rosemary O'Connor
    Chat Agent Statistics - Real Time BUIAnswered1
    Topic posted October 31, 2018 by Rosemary O'ConnorBlue Ribbon: 750+ Points, tagged Chat 
    Chat Agent Statistics - Real Time BUI
    Require current status of Agents when using BUI


    The real-time Chat stats reports don't report on agent status when in BUI. As a workaround I've written a very simple report using table Chat_Agent_Intervals. It looks like if the End Time variable is 'No Value' then the agent is still currently logged in and you can check the status. On the surface this looks like a good option.. but. When I use a filter on End Time = No Value all records are returned not just those with No Value for End Time.

    Has anyone had any luck with anything similar? The business definitely wants to use BUI but the lack of real time agent stats is a deal breaker. 

    any help is appreciated



  • theguy
    chat always comes through as anonymous despite email, names...Answered155.0
    Topic posted May 2, 2017 by theguy Blue Ribbon: 750+ Points, tagged Chat 
    chat always comes through as anonymous despite email, names etc. on the chat launch page

    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 the chat launch page, I have some basic fields for user to fill:

    <rn:widget path="input/FormInput" label_input="Email Address" name="Contact.Emails.PRIMARY.Address" required="true" />
    <rn:widget path="input/ContactNameInput" required="true" />
    <rn:widget path="chat/ChatLaunchButton" label_button="Submit Request" error_location="rn_ErrorLocation" />

    Upon fill in the form and click submit request button, chat request comes through to agent desktop but neither email nor name is captured and thus system defaults to anonymous@anonymous.invalid

    Any advise is highly appreciated. Cheers.


    OSvC May 2015 SP9, CP 3.2
  • Mohankumar Ponnusamy
    chat attachmentAnswered1
    Topic posted October 26, 2017 by Mohankumar PonnusamyBronze Medal: 1,250+ Points, tagged Chat 
    chat attachment

    Hi All,

     Its possible to restrict the attachment pop up in chat mobile file attachment and directly go to the gallery and choose file??




  • Gerard Rafols
    Chat form fieldsAnswered4
    Topic posted October 25, 2016 by Gerard RafolsBronze Medal: 1,250+ Points, tagged Chat 
    Chat form fields


    a customer only wants to include an optional first name field on the chat launch form.

    After reading documentation/some community threads I assume:

    1) If you don't include email field, the system defaults the users email address "anonymous@anonymous.invalid.

    2) What about first name? How will be filled if you leave the field blank? 


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