This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Module | Feature | Notes |
|---|---|---|---|
| 22 SEP 2023 | Web Chat for B2C Service Support for 23.08 Client | Updated document. Revised feature information. |
|
| 19 SEP 2023 | Created initial document. |
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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. |
|||||
|---|---|---|---|---|---|---|
| Feature |
Report |
UI or |
UI or |
|
||
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.
Web Chat for B2C Service Support for 23.08 Client
What's new:
- Conditional Launch Button - You can now set conditions to show the launch button by polling for office hours and agent availablity.
What's improved:
- Connection error messages - Added messages when the connection is established outside business hours, on vacation, or when no agents are available.
- Additional launch button customization - The launch button can now include text and is fully customizable with CSS.
- End conversation custom message - The iframe message can now be positioned below the conversation.
- Message Splitting - Long messages can be split. With one click the entire message can be displayed.
- Wait queue message delay - To avoid the flicker of the wait queue message a delay has been added before showing it.
- ODA feedback system component - The ODA feedback system component is now supported (ODA 23.10 or higher is required).
Business Enablement:
- Reduce frustration by telling the end-user that a connection with a human agent can't be established at a moment in time with a clear reason such as outside office hours, vacation or no agents available.
- Go a step further to reduce end-user frustration by hiding the launch button if a connection with a human agent can't be established.
- Comply with your corporate branding requirements by customizing the chat launch button with text, icon, color etc.
- Possibilities to measure satisfaction for the chat interaction by displaying an iframe message under the conversation (eg. to display a survey across full width) and support for the ODA feedback system component.
- Improve readability of the bot conversation for long messages by splitting them with a button to read more or less of the full text.
Steps to Enable
Login to Engagement Engine
- Navigate to Settings - Web Chat tab
- Create new component and choose the latest version
- Configure your desired attributes and publish
- Activate the component with the latest version in your rule(s)
Tips And Considerations
The Web Chat for Service 23.08 client and new features are available via the Engagement Engine Editor.
Key Resources
- Once Engagement Engine has been enabled, see the Oracle Engagement Engine Cloud Service Documentation for complete steps for configuring, testing, deploying, and best practices for Engagement Engine.
- See Chapter: Integrating Engagement Engine with Web Chat for Service.
Access Requirements
If Engagement Engine has not been enabled on your site, please submit a Service Request.