This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Product | Feature | Notes |
|---|---|---|---|
| 19 NOV 2021 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in this update.
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Configurable Engagement Options for WeChat
When creating a new WeChat channel in Oracle Messaging, you can now specify how your customers reach the contact center. Customers can connect to the contact center via WeChat through any of the following options:
- Text Entry
- Clicking on a menu entry configured in Oracle Messaging
- Scanning a QR code
The default setting allows customers to reach out to the contact center by clicking a menu entry or scanning a QR code. You can also have the option to allow your customers to reach out to the contact center via text entry.
Off-Hours Message Processing Enhancements
The Off-Hours Message Processing feature in Oracle Messaging is now enhanced with the ability to allow administrators to configure when should an off-hours message trigger incident creation. The administrator can now define a keyword, that when detected in an off-hours message, would trigger the creation of an incident with that message.