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 |
|---|---|---|---|
| 18 FEB 2022 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in Oracle B2C Digital Customer Service and describes any tasks you might need to perform for the update. Each section includes a brief description of the feature, the steps you need to take to enable to begin using the feature, any tips or considerations that you should keep in mind, and the resources available to help you.
For a listing of hardware and software requirements for Oracle products, log in to our support site and access Answer ID 31.
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Column Definitions:
Report = New or modified, Oracle-delivered, ready to run reports.
UI or Process-Based: Small Scale = These UI or process-based features are typically comprised of minor field, validation, or program changes. Therefore, the potential impact to users is minimal.
UI or Process-Based: Larger Scale* = These UI or process-based features have more complex designs. Therefore, the potential impact to users is higher.
Features Delivered Disabled = Action is needed BEFORE these features can be used by END USERS. These features are delivered disabled and you choose if and when to enable them. For example, a) new or expanded BI subject areas need to first be incorporated into reports, b) Integration is required to utilize new web services, or c) features must be assigned to user roles before they can be accessed.
| Ready for Use by End Users Reports plus Small Scale UI or Process-Based new features will have minimal user impact after an update. Therefore, customer acceptance testing should focus on the Larger Scale UI or Process-Based* new features. |
Customer Must Take Action before Use by End Users Not disruptive as action is required to make these features ready to use. As you selectively choose to leverage, you set your test and roll out timing. |
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|---|---|---|---|---|---|---|
| Feature |
Report |
UI or |
UI or |
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A reputation for excellent customer service can differentiate the brand and drive revenue. Oracle Digital Customer Service helps organizations earn that reputation by transforming online web service into a highly interactive customer experience.
WhatsApp Integration Via Twilio
Oracle Messaging now supports WhatsApp as a configurable channel.
WhatsApp is a popular messaging channel used in many parts of the world. By offering customer service and support through WhatsApp, businesses will be able to define and curate a digital service experience for their customers, and elevate the customer service journey.
Steps to Enable
This integration makes use of our existing connection to the Twilio Messaging Service. Customers who want to create a WhatsApp channel on Oracle Messaging will need to:
- Sign up for Twilio and have access to one or more Twilio numbers. The Twilio number used for WhatsApp must be approved by WhatsApp
- Satisfy all requirements from Facebook / WhatsApp and Twilio pertaining to Twilio numbers being used for WhatsApp
- Create a Twilio Messaging Service and add the WhatsApp-approved Twilio numbers to the service
Tips And Considerations
- The Twilio Messaging Service supports multiple channels in a single messaging service (i.e. a single messaging service can receive messages from SMS, WhatsApp, and other channels). To create a "WhatsApp only" messaging service, ensure that the messaging service contains only WhatsApp-approved numbers
- This release of the WhatsApp integration supports synchronous communications only. Inbound message conversation must be initiated by the customer, and no agent initiated outbound messages to customers are supported at this point. Asynchronous support will be available in upcoming releases.
Key Resources
Role Information
- Chat Agent
- Supervisor Agent
- Administrator