Have One-on-One Meetings with Your Customers

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It'll frequently be valuable for your associates to initiate meetings with customers, and Oracle Live Experience provides the ultimate in flexibility. You can choose to immediately engage customers with a video channel or start with audio only, and provide the option to upgrade to video. You can enable screen sharing for customers, and you can also determine what channels your associates can share and can request from customers. Virtually any combination is possible!

In addition to customizing the digital channels supported for meetings, you can control the branding of the Live Experience meeting app, uploading a custom logo and choosing a custom background color to match your corporate requirements.

Finally, once you've got your meeting environment configured just the way you like, your associates can use the simple interface in the Live Experience Associate Desktop to:

  • Start an instant meeting by either generating a URL to share with a customer or requesting a short code from a customer.

  • Generate a URL that they can provide to a customer to start a meeting at a later time.

In this article, we'll walk through using the Live Experience meeting functionality.

Configure the Meeting Engagement Scenario

The Meeting engagement scenario is similar to any other engagement scenario, but it's also a little bit different.

You can configure the Meeting engagement scenario. See Manage Engagement Scenarios. But note the following differences from the other default engagement scenarios:

  • The Enable Short Codes button is set to off and can't be enabled.

  • The default rule can't be modified and you can't add rules or conditions to the Meeting engagement scenario.

Any changes you make to the Meeting engagement scenario take effect immediately after you save them for any new meetings created by your associates.

Create an Instant Meeting and Invite Participants

You can create an instant meeting and then invite participants to join. This is a quick and easy way of engaging your customers who have contacted you from outside of Live Experience (for example, over the telephone).

Depending on how your Live Experience is set up by your administrators, you can invite participants to your meetings using one or more of the following options:

  • By sending your customer an SMS with a pregenerated meeting link.

  • By generating a temporary meeting URL and sending it by email or chat.

  • By directing your customer to a web page or mobile app that has a short-code enabled Live Experience application and requesting that your customer generate a short code.

If you've enabled your meeting engagement scenario to send SMS messages as described in Engage Your Customers with SMS, you can generate a meeting link that you can send by SMS to a customer's mobile phone. Once the customer opens the link, the meeting starts immediately.

To start an instant meeting:, open the Associate Desktop by going to either:

  1. Open the Live Experience Associate Desktop. Go to either:

    • https://live.oraclecloud.com/dae?tenant=your_tenant_name

      or, for EMEA customers

    • https://emea.live.oraclecloud.com/dae?tenant=your_tenant_name

  2. Select Create a new meeting.

  3. Choose how to invite participants to your meeting. Select either Send an SMS, or Share meeting link, or Ask them for a short code.

Once the participant clicks the link you send them or provide you the short code, the meeting starts automatically.

Depending on the channels enabled for the meeting app, you may see an additional options button.

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Upgrade Phone Calls into Live Experience Engagements

Live Experience can be configured to route telephone calls to the Associate Desktop. The Associate Desktop reveals that it's a telephone call by displaying the caller's phone number.

One drawback of phone calls, however, is that they can't be directly upgraded to use Live Experience's digital channels, such as video and screen sharing.

But what if the best way to help the caller is using video or screen sharing? Here's what you can do:

  • Start an instant meeting and instruct the caller to open your Live Experience enabled app or web site and create a short code.

  • Send the caller an SMS containing a link to an instant meeting.

  • Send the caller an email containing a link to an instant meeting.

See Create an Instant Meeting and Invite Participants for more information.

Related Topics

Configure the PSTN Service

Create a Meeting for a Future Time

If you'd like to set up a meeting for a future time, you can use the Create a new meeting link option in the Associate Desktop, and share that URL using an external email or calendaring system. At the appointed time, both you and your customer access the URL to start the meeting.

To create a meeting URL for use at a future time:

  1. Open the Live Experience Associate Desktop. Go to either:

    • https://live.oraclecloud.com/dae?tenant=your_tenant_name

      or, for EMEA customers

    • https://emea.live.oraclecloud.com/dae?tenant=your_tenant_name

  2. Click Create a new meeting link.

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    Description of the illustration ''meet-ad-create-url.png''

    A dialog box appears with a meeting URL.

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    Description of the illustration ''meet-ad-link-future.png''

  3. Copy the meeting link and send it to your customer using an external email, instant messaging program, or calendaring program:

  4. Both you and the customer can join the meeting using the meeting URL. The only difference is that you, the Associate, join using the Log In link, and the customer joins using the Join Meeting button.

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    Description of the illustration ''meet-assoc-sign-in.png''

  5. The meeting starts...

Join a Meeting from the Web

As discussed, you'll send the meeting URL to a customer using a chat, calendaring, or email application of your choice external to Live Experience.

Once a customer clicks the meeting link:

  1. The meeting app will run through a quick diagnostic check.

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    Description of the illustration ''meet-client-test.png''

  2. Once complete, the customer clicks Join Meeting.

  3. Until you start the meeting, the customer sees a Waiting message.

  4. And when you start the meeting, the customer is presented with the meeting interface.

    The customer can use the pause button to pause the meeting audio and video, and the exit button to exit the meeting session.

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Depending on how the Meeting application is configured, you may see additional controls, including screen share and video upgrade buttons. For details on customizing digital channels for the Live Experience meeting app, see Configure the Meeting Engagement Scenario.

Join a Meeting from Mobile

Your customers can join a meeting using a mobile device such as a phone or tablet, but there are two scenarios you'll need to keep in mind:

  • If you want your customer to connect using your Live Experience-enabled Android or iOS app, you'll need to provide the meeting URL with a custom protocol such as orcl instead of https.

    For example, instead of https://live.oraclecloud.com/meeting/?code=, you'll need to send the URL as orcl://live.oraclecloud.com/meeting/?code=, where orcl is a custom protocol prefix processed by your app. Then, when a customer opens the URL in their mobile browser, the meeting will be redirected to your app.

  • If you send the meeting using the https protocol, the meeting will open in the customer's browser instead.

Depending on how the Meeting application is configured, you may see additional controls, including screen share and video upgrade buttons. For details on customizing digital channels for the Live Experience meeting app, see Configure the Meeting Engagement Scenario.

For information on adding Live Experience meeting functionality to your mobile app, see:

Join a Meeting as an Associate

Associates can join a meeting using the same link that your customers use to join a meeting. This is handy if the associate gets disconnected or accidentally closes the meeting tab before the meeting starts.

When the associate clicks the meeting link, a dialog appears with link text that says "Are you an associate? Log In".

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Description of the illustration ''meet-assoc-sign-in.png''

Search and Playback Meetings

You can find and play back meetings from the Live Experience Admin Console. But your needs to have administration privileges.

See Searching for Recorded Engagements for more information.

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Related Topics

Live Experience Engagement Scenarios: Choosing the Right Digital Channels for the Job

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