Communication Channels

Get Involved. Join the Conversation.


  • Scott Heidenreich
    See individual emails4
    Topic posted November 15, 2019 by Scott HeidenreichBronze Trophy: 5,000+ Points, tagged Email 
    See individual emails
    How do I see individual emails that have bounced back to OSvC


    How do I find emails that have bounced back to OSvC from a mailing?  I can see how many bounced back, but I don't see how to actually see which emails bounced back or which email addresses bounced back.

    I've searched on bounce, email, etc in the reports explorer to no avail.



  • Owen Stone
    Inline image security with forwarded emails1
    Topic posted November 7, 2019 by Owen StoneRed Ribbon: 250+ Points, tagged Email 
    Inline image security with forwarded emails
    How to secure inline images

    We've had this come up as a potential issue with one of our customers. They're often sent sensitive data as inline images in an email, which service cloud makes accessible via the *site*/ci/inlineImage/get url when it's forwarded out via a rule. Their issue is that this folder is entirely unsecured, if you know (or can work out) the URL, you can access these images without the need for any kind of authorisation, and as far as we an tell, nothing is ever cleared from it and the address is static.

    We could switch the visual email functionality off so these are just stored as attachments and can only be accessed by logging in, but that obviously isn't great for usability. Does anyone have any ideas on how to either make this more secure, or a way to clear out these inline images on a regular basis?



  • Vivian Tedford
    Gmail Question Mark icon for email address forwarded to...
    Topic posted August 2, 2019 by Vivian TedfordRed Ribbon: 250+ Points, tagged Email 
    Gmail Question Mark icon for email address forwarded to default Oracle address
    can I make the question mark not show up in gmail when the email address we are using forwards to Oracle

    I have set up an outlook mailbox that forwards over to oracle to our default mailbox for an interface.  It is used for outgoing messages only as far as Oracle is concerned.  But when we send from that mailbox, in gmail the icon that shows up next to the message is a question mark rather than an initial in a colored circle.  This is apparently something gmail implemented a while back but has anyone ever found a way around it?  It just makes our emails look suspicious when they are legit.

  • kerry walker
    Making standard text read-onlyAnswered9
    Topic posted July 11, 2019 by kerry walkerBronze Trophy: 5,000+ Points, tagged Email, Messaging 
    Making standard text read-only
    Making standard text read-only


    We've been asked by some of our customers if its possible for an agent using OSvC to add standard text to an incident, but render that standard text read-only once its added to the incident.  I haven't been able to find a way so far.  I thought a rule might work, but fields I would need to select are grayed-out.  I'm wondering if anyone has done this, or knows how to do this.  Thanks!


  • Danette Beal
    RESCHEDULED: CX – Visual Engagement with Oracle Service C...
    Topic posted May 30, 2019 by Danette BealBlack Diamond: 60,000+ Points, tagged Chat, Co-browse, Email, Messaging, Video Chat, Virtual Assistant 
    RESCHEDULED: CX – Visual Engagement with Oracle Service Cloud: Refresher Webinar

    Due to unforeseen issues, this topic has been rescheduled to 10 July 2019 @ 8am PT. Apologies for the inconvenience.

  • 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 
    ChatBot integration
    ChatBot integration with ORN

    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.


    Saurabh Sharma

  • Hamzeh Al Karmi
    Email content mapping with the Service RequestAnswered2
    Topic posted December 12, 2018 by Hamzeh Al KarmiSilver Medal: 2,000+ Points, tagged Email 
    Email content mapping with the Service Request
    Anyone can help in providing me with an answer on how to configure the system to map the email content into a service request?

    Hello everyone,

    I am trying to get an idea on how Oracle Engagement Cloud, when receiving an email, maps between the content of the email and the fields in the service request to create a new service request. Is it done through the manage lookup filters task? If so is there a template to use for when entering an email the customer can enter the details which in turn are mapped by the system to create the service request?

    Thank you,

  • Andreea Costea
    Duplicate email address with Email Address Sharing disabled1
    Topic posted September 6, 2018 by Andreea CosteaGreen Ribbon: 100+ Points, tagged Email 
    Duplicate email address with Email Address Sharing disabled


    We have Email Address Sharing disabled, but still, we have a number of contacts with same email address (sent by API integration from a platform). The email address is corect, without 001 and the Primary Email invalid is set to No.

    Is there an explanation for this behavior? How can we automatically set incidents and orders of every duplicated contact to only one of the duplicated contacts and delete the others?

    Thank you!

  • Todd
    Including CC in Email Submission creates Incident3
    Topic posted July 25, 2018 by Todd Bronze Medal: 1,250+ Points, tagged Email 
    Including CC in Email Submission creates Incident

    We are experiencing an issue that when customers sends an email to create an incident and they also cc other people.  Now when those people reply all to the email string it creates another incident because of our service email is in the email chain and is obviously not an incident and doesn't have any info in the subject line.

    Anyone experience this or any possible solution.


  • Robin Johansson
    Which email address was email X sent to?...4
    Topic posted November 22, 2017 by Robin Johansson, tagged Email 
    Which email address was email X sent to? (transaction.description?)

    Hey guys, 

    I am trying to figure out how I can see to which email address a customer has sent an email to. 

    Did he/she sent it to or   and so on. 

    I think that I have an idea --> transactions.description but I am still not sure how exactly to use it. 
    Am I right or is there another string of code that I should use?

    Many Thanks

Filter by Date

< < December 2019 > >
1 2 3 4 5 6 7
8 9 10 11 12 13 14
15 16 17 18 19 20 21
22 23 24 25 26 27 28
29 30 31        

Filter by Type