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  • 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 
    Title:
    chat always comes through as anonymous despite email, names etc. on the chat launch page
    Content:

    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.

     

    Version:
    OSvC May 2015 SP9, CP 3.2
  • Pavol Procka
    Chats through the Genesys Media Bar145.0
    Topic posted November 15, 2018 by Pavol ProckaSilver Crown: 22,500+ Points, tagged Chat 
    Title:
    Chats through the Genesys Media Bar
    Summary:
    Trouble getting Chats through the Genesys Media Bar
    Content:

    Hi,

    we are having difficulties getting chats through the Genesys Media bar. They come to RN (we can see them in the Q), but then get assigned to agents through the Oracle chat, not the media bar - if we are not logged in on the Oracle chat, they stay in the Q.

    We talked to the tech support and apparently there are three categories that are needed for an agent to be considered to take chats.

     
    But when I filtered the agent, there are only 2 out of the 3 categories that are being set. RightNowChat is not being assigned.

    Can anyone advise where/how to set this category?

     

    Many Thanks

    Pavol

    Version:
    18A
  • Saminathan Swaminathan
    Custom Chat ToolbarAnswered11
    Topic posted February 6, 2018 by Saminathan SwaminathanGreen Ribbon: 100+ Points, tagged Chat 
    Title:
    Custom Chat Toolbar
    Content:

    Hi,

    I'm developing a custom chat tool bar using CHAT API.  Intention to replicate same features as like OSC Chat toolbar (login/logout,Ready/Not Ready and Pull Chat Request).

    I followed Third Party Queue Toolbar API but i get following error message

    GeneralException:  There was no endpoint listening at "https://bcvipmw11.rightnowtech.com/Chat-WS/services/wschatuq/v1_2?pool=4297:2 that could accept the message.  This is often caused by an incorrect address or SOAP action.  see InnerException, if present, for more details.

    I'm using default chat queue configured in our interface.

    Let me know any solution and whether i'm following right topic in the document.

    Thanks,
    S. Ramkumar

    Version:
    17D
    Image:
  • Saurabh Sharma
    ChatBot integration9
    Topic posted January 30, 2019 by Saurabh SharmaBlue Ribbon: 750+ Points, tagged Chat, Co-browse, Email, Messaging, Video Chat, Virtual Assistant 
    Title:
    ChatBot integration
    Summary:
    ChatBot integration with ORN
    Content:

    Hello Team,

    I would like to understand that how we can integrate the Chatbots with service cloud, is it possible?

    Does anybody know if this is possible? Are there available APIs for this, and if so are there readily available connectors? Or is custom development necessary? Thank you in advance!

    Please advice we have to update the same information in the SOW for our potential customer.

    Regards,

    Saurabh Sharma

    Version:
    18D
  • Steven DaSilva
    Page Peek with Popover Chat UX8
    Topic posted June 19, 2018 by Steven DaSilvaRed Ribbon: 250+ Points, tagged Chat 
    Title:
    Page Peek with Popover Chat UX
    Content:

    We recently added a popover chat UX, where the chat window will open and close over our external sites.

    Please see attached PPT. 

    We are using jquery and javascript to create an iframe display the chat_landing page in the inner frame. Page Peek is no longer working, which was expected, but wanted to know if there was a different approach to allow page peek to work. My assumption is page peek is showing the blank iframe, since no error displays in the page peek within the agent console.

     

    Thanks

    Steve

     

     

    Version:
    CP 3.7 OSvC 17D
    Code Snippet:
    Document:
  • Pavol Procka
    Keywords in an abandoned chat.Answered85.0
    Topic posted March 5, 2018 by Pavol ProckaSilver Crown: 22,500+ Points, tagged Chat 
    Title:
    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, how can I search the chats.question column for specific keywords?

    Here is what I am thinking: We have a set of rules that assigns a specific Email Type to emails with specific keywords and I am thinking to add the condition Incident Source = chat,email to that rule? That way I could simply filter the abandoned chats on that specific email type?

    Many Thanks

    Pavol

  • Viktor Tairov
    Set agent available via API to take a chat in queueAnswered7
    Topic posted April 23, 2018 by Viktor TairovGreen Ribbon: 100+ Points, tagged Chat 
    Title:
    Set agent available via API to take a chat in queue
    Content:

    Hi,

    We've been looking at SOAP Chat API documentation and it seems SetAgentState has been disabled. Here is the scenario:

    1. Customer clicks on chat link and enters chat queue

    2. Agent is logged in but unavailable

    3. How do we set agent to Available state via API, so the chat could be answered?

    Version:
    Oracle Service Cloud 17D SP4
  • Vignesh Nagarajan
    Engagement Engine not setting a custom select list Field...6
    Topic posted October 6, 2016 by Vignesh NagarajanBlue Ribbon: 750+ Points, tagged Chat 
    Title:
    Engagement Engine not setting a custom select list Field value in the chat form
    Content:

    Hi,

    We have a requirement to capture a js variable value from the source page through EE and set the select list field in the Chat Form with that value.

     

    E.g. On the source page the js variable is called sc_country. And within the chat_launch.php the field is a custom field called Country (shown below). The country field is exposed in the chat form and is a select list.

     

    Within EE, I have setup a data collection rule to capture all the js variables from the source page like (first name, last name, email address etc along with Country value). I see that First Name, Last Name Email address are being captured and is showing up in the chat form. But the Country value that is passed through the js variable is not getting set in the chat form.

     

    I am not sure where I am going wrong. Anyone has any suggestions.

    Thanks,
    Vignesh

    Version:
    Service Cloud
    Image:
  • whitney w.
    Chat- Holiday Message5
    Topic posted November 5, 2019 by whitney w.Green Ribbon: 100+ Points, tagged Chat, Messaging 
    Title:
    Chat- Holiday Message
    Summary:
    how to use CHAT_IS_CURRENTLY_CLOSED_HOLIDAY_MSG msg base
    Content:

    We're using the chat conditional link widget on our customer portal pages. I've tested it for holidays and the message, "Chat Support is currently not available" which is the SUPPORT_CURRENTLY_TRY_AGAIN_LATER_MSG is being shown. 

     

    I was expecting the CHAT_IS_CURRENTLY_CLOSED_HOLIDAY_MSG  message base that says, "Chat is currently closed for the holiday."

    Is that message base just for the Chat inlay? Do I have to create my own customer conditional to use this message base automatically on all holidays?

    Thanks!

     

     

     

    Version:
    19B
  • David Radtke
    Chat is not Currently AvailableAnswered5
    Topic posted March 5, 2018 by David RadtkeBlue Ribbon: 750+ Points, tagged Chat 
    Title:
    Chat is not Currently Available
    Content:

    This is definitely a newbie question, but I could really use a push in the right direction here.

    I'm attempting to turn chat on for my organization.    We have purchased our licenses and have been turned by Oracle.

    I trying to get this set up in my test environment to make sure i know how it works.    I just wanted to use the "default chat queue".   I have my profile set up and my chat hours correct.    From the agent side, i see the little widget in the upper right corner, and I can sign in and make myself available.   So I think everything is correct on that side.

    But in my customer portal, I still see "Chat is not Currently Available".    Am I missing something on the portal side to get this to work?    Do I need a chat rule set up if I'm just using the default queue?

    I've been scanning all the posts here and all the other documentation about chat that I can find.   I just feel that I'm missing something.

    Can anyone point me in the right direction here?

    Version:
    Service Cloud

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